bug with mail filters

[mboehm]

I filled a bug report already but wanted to post here to get suggestions in case I'm doing something wrong.

We have 3 ticket email queues: sales@domain.com, support@domain.com, and viewer@domain.com

I have 1 filter that rejects anything with MAILER-DAEMON.

What we are trying to accomplish is to prevent new tickets for support@domain.com from being created via email (too much spam not caught by spamassassin).

We want to continue to allow reply's via email for this queue, just not creation of new ones unless a specific keyword is in the subject.

I added another email filter with the following settings:

Rule Title: keyword-support
Stop Processing Rules: Yes
Sort Order: 2
Criteria: (Match All)
Destination Email Contains: support@domain.com
Is Reply Equal False
Subject Doesn't Contain 'BOOK'
(To us, this reads as "IF email CONTAINS support@domain.com AND IS NOT REPLY AND subject DOES NOT CONTAIN 'BOOK' THEN match criteria)
Rule Type: Pre Parse
Reply to Email : <email stating we don't allow new tickets via email>
Forward Email To: <blank>
Ignore the Email: Yes
Don't Send Autoresponder Message: Yes
Don't Process Alert Rules: Yes
Don't Tag as Ticket Reply: No

Case 1: Email sent to support@domain.com without 'BOOK' in subject
Result 1: Email rejected by system. Everything as expected

Case 2: Email sent to support@domain.com WITH 'BOOK' in subject
Result 2: Email processed by system. New ticket created. Reply sent to user. Everything as expected.

Case 3: Email sent to sales@domain.com without 'BOOK' in subject
Result 3: Email rejected by system. THIS IS AN ERROR!! NOT AS EXPECTED!!

Why did the system reject this email? The Case 3's 'Destination Email' DID NOT CONTAIN 'support@domain.com' so why did the system do this?

This is clearly a bug. eSupport Version: 3.00.32 STABLE