Running zammad 6.3.1, I’ve added a new email account that should go to a subgroup. However, tickets are not created.
If I change the filter to append to the root group (e.g., Users) instead of the subgroup, the filter works.
Any idea on how to investigate the problem?
Hi @fluca1978. I guess you need to post more information here to really understand where the issue could be.
Imagine I’ve a group, named ‘support’ and another group, within the previous one, named ‘application_a’. Is it possible to configure an email account for inbound emails so that tickets are automatically created within the subgroup ‘application_a’ instead of ‘support’?
Not sure if I got you right, but you can set the group in the email account. See Accounts — Zammad Admin Documentation documentation
It is exactly what I did, and in fact, while configuring the email account I was proposed with the main group and its child, that I selected.
But when the child is selected, the incoming emails do not trigger a new ticket, while if I select the main root group as destination for the email account, everything works.
This works fine on my end. Are you sure that there is no mail filter etc. created that does play a role here?
Sorry for necroposting, but I had the same issue and it turns out that even the admin is just not authorised to see newly created groups by default.
So your filters might work, but it looks like they’re just disappearing into nothing - meaning the filter clearly has effect, but there’s no indication why you can’t see the filtered mails in the new group.
Maybe popup a warning when creating the group that you need to set up access permissions for agents and even admins? Seems like a decent UX issue.