Just a few weeks into using OSTicket so I'm still exploring some of the features. One I'm having trouble with is the Filter rules, which don't seem to be behaving correctly.
Here's the scenario. I have an email address dedicated for OSTicket via IMAP polling which (internal) users are directed to use for support tickets however due to inertia many people still email me directly on my personal email address. Sometimes I would like to shunt that email addressed directly to me into the ticket queue to be processed there and then answer via OSTicket.
To do this I have the OSTicket mailbox as a secondary mailbox in my Outlook and an Outlook quick action button which simply transfers the email from my personal Inbox directly to the OSTicket inbox without modifying it or forwarding it etc. On the next polling period OSTicket processes that email and creates a ticket.
Apart from the fact that it won't auto-add collaborators from To/CC fields due to the email not being addressed to OSTicket (which is a separate issue) this works well, and in most cases the email was only addressed to me anyway.
However I'd like to auto-assign tickets that are created by transferring out of my personal inbox to me rather than being unassigned within the department, because I will handle the ticket.
To do this I created a filter rule with the following settings:
Target Channel: Emails
Addressee (To and CC) Does not contain <OSTicket's normal queue email address>
Addressee (To and CC) Does contain <my personal email address>
Then in filter actions I have:
Agent Assign: <me>
The logic behind this is an email to me should auto assign to me, but not if the ticket mailbox address is also a To or CC recipient - in that case it should be processed as normal and assigned to the department but not an individual agent.
From my testing the "Addressee (To and CC) Does contain <my personal email address>" rule does work, but the "Addressee (To and CC) Does not contain <OSTicket's normal queue email address>" rule does not work, in that it is being ignored.
Eg, an email addressed to both my personal address and the osticket queue email address is still being auto assigned to me.
This would seem to suggest that either "Match All" is behaving as "Match Any", or the email address of the osticket mailbox which I'm trying to match against is treated as a special case and is being ignored in filter matches even though the address is in the To or CC header.
Does anyone know what's going on ?
I'm running the latest v1.16.3.