Hello List,
My customers are stored in a DB, and they all have a state ('lead',
'active_customer', 'former_customer', ...).
OTRS is linked to this DB, and he knows about their states because I've added a
customer field - I've used this method:
http://forums.otterhub.org/viewtopic.php?f=53&t=11508
Now... when OTRS receives an e-mail from a well-known customer, I'd like to
move this e-mail automatically to the relevant queue: "Sales Lead", "Active" or
"Post-Sales". Of course this has to be done based on the customer's state.
- the Filters mechanism doesn't seem to allow to do any filtering based on
customer fields
- the Generic agent doesn't neither...
So... does anyone has an idea on how to do this?
Thanks a lot,
Olivier
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