Here's some additional information as requested. I pulled the filter settings direct from the DB:
osTicket Version v1.10.4 (035fd0a) — Up to date
Web Server Software Apache/2.4.6 (CentOS) OpenSSL/1.0.2k-fips PHP/5.6.38
MySQL Version 10.1.35
PHP Version 5.6.38
Email is coming from Office365
The header contains :
Content-Type: application/ms-tnef; name="winmail.dat"
Content-Transfer-Encoding: binary
From: Test User <testuser@testdomain.com>
To: Help Ticket <crmsupport@testdomain.com>
Subject: Test message re crm
Thread-Topic: Test message re crm
Thread-Index: SomERanDomStrInghERe==
Date: Fri, 21 Dec 2018 14:33:47 +0000
the database rules are set with the following DB entries:
filter
id execorder isactive status match_all_rules stop_onmatch email_id topic_id ext_id target name notes created updated
12 2 1 0 0 0 0 0 NULL Any Categorise Salesforce Support Used to categorise crm support tickets 2018-12-20 17:06:05 2018-12-21 16:20:12
rule
id filter_id what how val isactive notes created updated
457 12 addressee contains crmsupport 1 2018-12-21 16:20:12 2018-12-21 16:20:12
action
id filter_id sort type configuration updated
25 12 0 dept {"dept_id":6} 2018-12-20 17:06:05
26 12 1 topic {"topic_id":67} 2018-12-20 17:09:21
27 12 2 team {"team_id":7} 2018-12-20 17:09:22