Michiel,
thanks for looking into this!
2010/4/16 Michiel Beijen
I guess there is no google hit for this because what you want involves the combination of different functionalities that are available in OTRS.
From what you describe below, I'm aware of this functionalites, unfortunately that's not quite it because...
What you could to is to create a little event-based module or postmaster filter that pushes a ticket to a given queue if the customer is not in your customer database. This queue could then have an auto-reply, maybe, or you can just close the ticket and that's it. If you want, you could also remove those tickets from your system with a GenericAgent job , for instance weekly.
Would this be what you're looking for?
...that would keep incrementing the ticket id (I'm using a ticket id scheme with incrementig counter). I'd prefer a solution where emails without valid adresses would be completely kept out opf otrs. Rant: RT can do this. ;) On the other hand RT has no builtin collapsed view of the ticket history which is why I want to move to otrs. Is it possible to sponsor the development of a particular feature like this? Cheers, Frank