[otrs] create two tickets instead of one

[Christoph Litauer]

Hi, using 5.0.39.

When someone sends a request to 2 mail addresses connected to PostMaster Mail Accounts, otrs creates only one ticket in one queue. As the request must be handled by two different teams in different ways I need to be created a new ticket for each mail address in the corresponding queue. Is it possible?

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Kind regards
Christoph
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Uni Koblenz, Computing Centre, Office A 022
Postfach 201602, 56016 Koblenz
Fon: +49 261 287-1311, Fax: -100 1311




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[Alvaro Cordero]

Hello, 

You can achieve that by creating PostMaster Filters for each account and setting some attributes to the ticket when it is created. I believe it should work by default anyway, but if you want that to happen and it does not, then try with the postmaster filter. Few months Ago, my team and I struggled for a while trying to actually avoid that behaviour, and all was set in the postmaster filters. 

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Alvaro Cordero Retana
Consultor de Tecnologias

Tel: 22585757 ext 123

Email: alv...@gridshield.net

[Christoph Litauer]

Thanks for your answer.

Indeed, the reason was a postmaster filter. I wonder, why it worked anyway ...
And I think this is potentially a very basic problem:
Postmaster filters are executed for every incoming mail on a postmaster account. Say we have a postmaster filter1 for "to: user1" and filter2 for "to: user2", each setting X-OTRS-Queue to queue1 resp. queue2.
This works if writing a request to user1 or user2.
What if you write to user1, user2? Both filters are executed, filter1 redirects to queue1, filter2 redirects to queue2. So only one ticket is created, in which queue depends on the filter settings and order.

How do you handle that cases? Would it be better to use generic agents?