Problem with e-mail filer

[adrenator]

Infos:

• Used Zammad version: 6.5.2
• Used Zammad installation type: (source, package, docker-compose, …) docker

Expected behavior:

• Microsoft 365 Graph Email shared mailbox contact@xyz.pl has been aded and e-mail are assign using option " Destination Group" to XYZ group. I created filter said if e-mail “to” alias@xyz.pl perform action → group → alias, I would like to assign ticket sent to alias@xyz.pl to group alias.

Actual behavior:

• ticker are assign to XYZ group as set in Inbound account not as in filter

[Bozo0511]

Hi,

I would try putting in “is any of” like it is in the ticket and not only the email adress:

[adrenator]

I changed rule to contains. I checked that “TO” can be different due to sender. Unfortunately still does not working.

[adrenator]

I created debug rule:

1. When ticket is created add field “TO” as internal note
2. I sent e-mail to support@
3. support@ is in internal note
4. Postmaster filer should assign it to group pakiety but it’s not happening, it’s still in main group for this MS graph schared mailbox

[Bozo0511]

HI,
Copy the address from the ticket with the arrows:
<herewego@my-email.com>

[MrGeneration]

Huh? If that‘s the solution, it has to be a bug. Contains should match the email address, no matter if arrows or not. No matter if display name is in the field or not.

[Bozo0511]

Hi, MrGeneration good point, thank you for your input.

I double checkt to be sure. And it works for me fine even if I use “is any of” or “contains”.
I could not reprosuce the problem.
But I did not use an alias email account.

• I would check the ticket history if another trigger or automatisation conflicts with this email filer
• chceck the eml file what is shown in the “to” field.

[MrGeneration]

Microsoft loves to rewrite the aliases to the mailboxes mail address. The headers shoud show.