Ticket Filtering

Hi everyone,

I would like to know if it is possible to filter through a messages
subject, body, From: address, and based on those have rules setup to
send to different queues. I’m not sure even if you can have two queues
with the same email address attached to them. If you can’t do that in
any possible way, is there like some way you can setup a section, or one
user gets assigned to that exact ticket based on those rules. Please
read below for a best example scenario I could think of.

-One email account manages ebay, paypal, and ebay questions, plus site
questions.
-That email account is support@domain.com (for example)
-If it is a payment from paypal, that needs to be shipped (either make
it go to another queue or something we can think of)
-If it is a email from Ebay regarding items being listed, etc. (do
appropriate action)
-If it any other generic email go straight to generic support queue, for
people to send out messages.

If anyone has ideas on how to do this the best way, please let me know.

So far I have a qmail filtering script called ‘checksubj’ 'checkattach’
that I found online that gets rid of Returned email’s, I would like to
have that put into an appropriate section also.

Thanks,
Pedram Messri
pmessri@earthlink.net

Pedram Messri wrote:

Hi everyone,

I would like to know if it is possible to filter through a messages
subject, body, From: address, and based on those have rules setup to
send to different queues. I’m not sure even if you can have two queues
with the same email address attached to them. If you can’t do that in
any possible way, is there like some way you can setup a section, or one
user gets assigned to that exact ticket based on those rules. Please
read below for a best example scenario I could think of.

Have you considered procmail? Others may have better ideas, but insofar
as I understand your situation that’s probably what I would use. You can
have procmail handle your local delivery. It sits between your SMTP
server and RT. You can specify recipes in procmail to deliver mail to
certain email addresses or piped processes based on patterns in
messages, such as specific header values or body content. So, if you’re
able to break these things up by different queues, this kind of scheme
should work well.

Matt