Hi Arthur, ya..I was talking abt customer interface...so it is like the customer will be sending e mails to an otrs sytem ([email protected]) which will be filtered using the filter magmnt module..is it??
Regards, An On Wed, Apr 28, 2010 at 3:57 PM, Arthur de Pauw <[email protected]>wrote: > What do you mean with "customer sends to a queue" in our system, a customer > sends an email to "[email protected]". OTRS fetches the mail every X > minutes and then processes the mail according to the rules. Or are you > talking about the customer interface? If so, please say so. We don't use the > customer interface really. But that's a philisophy thing ;-) > > bests > arthur > > > On Wed, Apr 28, 2010 at 12:03 PM, An Me <[email protected]> wrote: > >> Hi, >> >> but customer always sends to a particular queue...& not any mail id.. >> Here in the example the customer is sending to a mail id...bt how is it >> possiblee..??as the customer can send only to a queue. >> >> Regards, >> An >> >> >> On Wed, Apr 28, 2010 at 3:12 PM, Arthur de Pauw >> <[email protected]>wrote: >> >>> Hi, >>> >>> In the postmaster mail account setup, you can actually choose to dispatch >>> to a certain queue by choosing "Dispatching by selected queue". What the >>> example really says is that when mail is send to either [email protected] >>> to [email protected] that queue is set to some queue. >>> >>> We use filtering a lot. Our OTRS checks a whole bunch of mail addresses. >>> And we build filters like: >>> To: [email protected] >>> From: [email protected] >>> >>> Where XX is a country code. In this way, we can distribute mails from the >>> same company in various countries to the right queues - and thus, the right >>> agents. No manual intervention is needed for that anymore. >>> >>> bests >>> arthur >>> >>> >>> On Wed, Apr 28, 2010 at 8:16 AM, An Me <[email protected]> wrote: >>> >>>> Hi All, >>>> >>>> In the filter management module,one example is given like, >>>> >>>> Match Header 1: - Cc From In-Reply-To List-Id Mailing-List Message-ID >>>> Reply-To ReplyTo Resent-From Resent-To Subject To X-Loop X-No-Loop >>>> X-OTRS-ArticleKey1 Value: Set Header 1: - Cc From In-Reply-To >>>> List-Id Mailing-List Message-ID Reply-To ReplyTo Resent-From Resent-To >>>> Subject To X-Loop X-No-Loop X-OTRS-ArticleKey1 X-OTRS-Queue Value: >>>> But in OTRS, the customer is only able to send to a particular queue and >>>> not to any particular mail id. >>>> So how can such a filtering as mentioned above work where if the "To" is >>>> to a particular mail id (but usually it will be to a queue & not mail >>>> id)...it is forwarded/filtered automatically to a particular queue??...or >>>> is >>>> it possible?? >>>> >>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>>> Archive: http://lists.otrs.org/pipermail/otrs >>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>>> >>>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>>> http://www.otrs.com/en/support/enterprise-subscription/ >>>> >>> >>> >>> >>> -- >>> cheers, >>> arthur >>> >>> --------------------------------------------------------------------- >>> OTRS mailing list: otrs - Webpage: http://otrs.org/ >>> Archive: http://lists.otrs.org/pipermail/otrs >>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >>> >>> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >>> http://www.otrs.com/en/support/enterprise-subscription/ >>> >> >> >> --------------------------------------------------------------------- >> OTRS mailing list: otrs - Webpage: http://otrs.org/ >> Archive: http://lists.otrs.org/pipermail/otrs >> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs >> >> NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! >> http://www.otrs.com/en/support/enterprise-subscription/ >> > > > > -- > cheers, > arthur > > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ >
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