Hi. Sorry, this appears to come up quite often on here but none of the solutions have worked (https://forum.osticket.com/d/97232-tickets-being-referred-to-incorrect-department).
We have quite a complex set up that's been used for multiple years, and I'm trying to add a complaint filter into the mix. The complaints filter is set to check mail that comes into the Reception for containing "complain" then, if it finds a match, set the department to the Complaints department (as well as setting high priority etc), then stop processing rules. It is set as the highest priority rule. The filter works but afterwards it says "SYSTEM referred this to Reception".
Following the other forum post, I changed the inbound Email department from Reception to Default. Then all that happened was non-complaint emails ended up coming to the IT helpdesk instead of Reception. So, I instead changed the default department to Reception and it took me back to square one. I then tried "counter-filters" to take all non-complaint and set the department back as Reception, but although it works it means all emails are coming in and being routed through a filter to end up back in Reception if they're not a complaint, instead of just landing there automatically and only being moved if they are a complaint.
I also tried going to the email (Gmail) source itself and attempting the filters in there. I set up a Gmail filter to forward emails that had "complaint" in to another new email address, then had this one IMAP into OSTicket too. Unfortunately, OSTicket still took the original email header "to:" field as the Reception email regardless. I tried several methods of routing rules within Google Workspace to counteract this for a few hours but nothing appeared to work well. I also considered Gmail filtering into a separate Label/Folder and using IMAP separately, but I kept seeing that the system can only IMAP from INBOX? So I undone this and went back to filters and counter-filters as my "else" case, which is where I'm at currently.
My ideal would be: tickets come in via the Reception department email address, are moved to Complaints department if they are a complaint, or stay in Reception department if they are not, and are not referred to the Reception department.
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