I have three email addressess (support, billing and hr).

I have three departments (support, billing and hr).

I have three email templates (support, billing and hr).

I have configured each department to use the template for that department and each email address is assigned to the correct department.

If an email is sent to hr@domain.com I would expect osTicket to send an email from the hr template using the hr@domain.com email address.

What's happening is that any emails sent to hr@domain.com and billing@domain.com are assigned to the support department and get the auto-response from the support department... they are not being assigned to the department associated to the incoming email address.

That would be correct (and expected).

Admin panel -> Settings -> Default Department determines what department all tickets get assigned to.

If you want to change that behavior you can via Admin panel -> Manage -> Ticket Filters.

Thanks for your quick reponse. I guess I find it a bit confusing to have an email address assigned to a department and emails that come to that address not be assigned to that department.

Now, on to fixing the problem.

I scoured the admin panel and could not find:

Admin panel -> Manage -> Ticket Filters

I couldn't find it under Dashboard, Settings, Emails, Help Topics, Staff or Departments.

Settings has: Preferences, Attachments and API

Emails has: Email Addresses, Add New Email, Templates, Banlist

Departments has: Departments, Add New Dept.

I've been through each of those screens and find no way to manage the filters. I must be missing something.

Again, this is version 1.6ST and I'm using Email piping.

I did some more research:

the wiki says the behavior should be as I expect:

Routing Incoming Emails

Setting up your system to accept emails varies from system to system and depends on your personal preference. osTicket currently supports piping (aliases) and POP3/IMAP polling methods for routing incoming emails. Tickets are routed to the department and assigned a default priority associated with the email.

(Read Wiki)

Sorry didnt realize that you were using the old version. Admin panel -> Manage -> Ticket Filters is only in 1.7ST. You should really upgrade.

OK, don't take this the wrong way, I just want to clear this up so that the next person who comes searching for a resolution finds clear information.

Version 1.6ST has a bug and doesn't filter to the appropriate departments as is documented.

The solution is to upgrade to version 1.7.

Actually what I'm saying is that the wiki documentation should reflect the current version (1.7ST) which you are not using. Since the 1.6ST release (in 2010) I do not recall anyone else reporting the behavior that you are reporting. While its entirely possible that it went completely unnoticed or that I am not remembering someone posting about it... regardless the solution would be to upgrade to 1.7ST.

Already working on the upgrade. I think they're taking the helpdesk offline tonight.

But 1.6ST is definately not filtering to the different departments.

Thanks for your help... great product!!!

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