I think Steve hit the right answer. Don't try to sort by To:, sort by Queue per pop (Dispatching by selected queue). Of course, this means no aliases to queues, but your problem is the problem of how to separate To: [email protected]; [email protected] when fetched. By default (Dispatching by email To: field), it doesn't matter how the email is fetched, it *still* goes to the first resolvable "To" address' queue. That means PopONE and PopTWO both dispatch by "support@companyONE"'s queue -- two tickets from the same company.
With Dispatching by selected queue, the "To" is ignored and the mere fact that PopTWO retrieved the email means it will go to "Queue" in that Mail Account. On Thu, Aug 30, 2012 at 6:16 PM, Jean BROW <[email protected]> wrote: > We have to POP 3 addresses in the system - > > [email protected] > [email protected] > > If a customer send e-mail to [email protected] he get the > auto-replay from this queue. > If the customer send e-mail to [email protected] he get auto-replay > from this queue. > > If a customer send e-mail at the same time to [email protected] and > [email protected] (he write both e-mail addresses in the "to felt") > then he will ONLY get auto-replay from [email protected], and it > will be generated 2 uniqe tickets in the queue who belong to > [email protected]. > > What I want - > > If a customer send e-mail to [email protected] and > [email protected] at the SAME time (in the "to felt") it should be > sent out one auto replay from each queue, and generated an ticket number in > each queue. > > Thanks in advance for all good help. > > Greetings from Australia. > > > 2012/8/30 Steven Carr <[email protected]> > >> I'm not quite sure what the problem is to be honest, you haven't >> detailed why you wouldn't want this to happen. You need to explain >> what you would expect/like to happen when an email is sent to both >> addresses, then we can see if we can help with the configuration. >> >> But it sounds like in your case, dispatch incoming emails direct to >> the queue. The reason being is that the To address on the CC'd email >> will be the address of the first queue, so you need to force that >> email to be dispatched into the second queue so that the correct >> response is sent back. >> >> Steve >> >> >> >> On 30 August 2012 21:46, Jean BROW <[email protected]> wrote: >> > When I setup a new Mail Account I can chose >> > >> > Dispatching >> > Dispatching by selected Queue or Dispatching by email To: field >> > >> > Today I have choosen Dispatching by selected Queue on both queue. Would >> it >> > solve mu problem if I change to the other option? >> > >> > Thanks >> > >> > >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >
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