Setting up queues in OTRS

Question

Helpdesk

There is a task to create 3 different queues in OTRS.

1 queue. It receives letters from certain OTRS clients.
2 Queue. It contains letters from other OTRS clients and non-existent clients.
3 Queue - receiving requests from the web form of the site.

How realistic is it to implement when using one email-box for requests?

Answer 1

depends on the number of clients:
1) if there are few clients, you can do it with a regular expression PostMaster Filters, and set a special header for the form from the site X-OTRS-Queue
2) if there are many, you can write your own PostMaster::Filtermodule in Perl, which will look in the client database and, for example, set the desired header X-OTRS-Queueby group
while using the first method.