Single emailqueue serving multiple departments

[lifeunconscious]

Hi,

Is it possible to setup a single emailqueue (a single address) to server multiple departments?

The departments will mainly be a specialization of skills/purpose internally eg. technical/general/marketing, etc ... but all these departments will be receiving/replying with the emailqueue's address.

I have set up one email queue and 2 departments (General & Technical). However, the emailqueue can only be associated with one department (General). So when I create a New Ticket > Phone/Email ticket >Technical, only the staff's emailqueue is available.

If I create two separate emailqueues with the same details, the first one set to General and the second to Technical. All emails seem to go to Technical (ie. the queue that is set up more recently). I can setup a Parser Rule to change all New Tickets to the General department but the swauditlogs will still register the New Ticket Created (actiontype = 11) to the Technical Department ... which kinda messes up the report that I want to generate (based on the swauditlogs table).

Any ideas?

[netFusion]

Mail Queues to departments are a "one to one" or "many to one" scenario.

You can have one email address feed one department or many email addresses feed to one department. But one email address feeding many departments will not work out the way you want it to because the software would not have any indication of how to choose which department to put the incoming email in.

i.e. The one mail queue for the General Department(general@yoursupport.com) would not have any way to know that it needs to assign the created ticket to Technical Support department(support@yoursupport.com) or the Marketing Department (marketing@yoursupport.com) since it bases it off of the the email address.

Making a unique mail queue for each department would seem to be the most logical way to accomplish what you are wanting.

If you do end up having to stick with only one email account available for your support system, you could look at assigning a Mail Parser Rule based on subject or body content.

Then you could force your users to send to the general@yoursupport.com email address and require them to include a keyword like "Marketing" or "Support" in the subject line that could then be matched to a Mail Parser Rule and sorted into the appropriate department.

[lifeunconscious]

Let me rephrase the question then.

Is it possible to have the cron_parser plug in the correct departmentid for the emailqueue that it's currently parsing?

At the moment, it seems to be taking the departmentid of the most currently added emailqueue with matching email address.

ie. emailqueue was added in this order
1. emailqueueid=1, departmentid=1, email=support@abc.com
2. emailqueueid=2, departmentid=2, email=support@abc.com

parser loops:

$dbCore->query("SELECT * FROM `". TABLE_PREFIX ."emailqueues` ORDER BY `emailqueueid` ASC;", 4);
while ($dbCore->nextRecord(4)) {
calls parseRawMimeData() -> which calls getEmailQueueData()
}

In the above, departmentid=2 will always be returned as getEmailQueueData() only compares the current emailqueue's email to the list of recipients and this line

$emailqueueid = intval($_SWIFT["queuecache"]["p"][$val]);

... seems to match the latest emailqueue's email that was added instead of what is currently in $dbCore.

[netFusion]

What you are saying is correct. You can not create reliable/predictable results if you assign the same email address to multiple mail queues because the email address is the key piece that identifies what department the incoming message needs to go to.

The emailqueueid and departmentid are not required to be unique so that you can assign multiple email addresses to the same department.

Also, the emailqueueid and departmentid are not able to be deciphered from the incoming email since they are internal to eSupport/SupportSuite and would not be present in the incoming email..

The only unique thing that the incoming email has which it can match on would be the email address of "support@abc.com" from the incoming message.

If you create mail queues such that the email address is no longer unique, nothing else could be derived from the content of the incoming email message that would allow eSupport/SupportSuite to know what departmentid to assign the ticket to.

[lifeunconscious]

Ok. In that case, I guess I'll just have to create Rules to filter things through correctly and modify how I identify the different departments for my reports.

Thanks netFusion.