RE: [otrs] OTRS to ignore certain emails

14 Oct 2003

      Oops.. Correction.. Its not ignoring the emails, heres my .procmailrc

# --
# .procmailrc - procmailrc of the OTRS user
# Copyright (C) 2001-2002 Martin Edenhofer  # -- #
$Id: .procmailrc,v 1.14 2003/01/18 12:21:23 martin Exp $ # -- # This
software comes with ABSOLUTELY NO WARRANTY. For details, see 
# the enclosed file COPYING for license information (GPL). If you 
# did not receive this file, see http://www.gnu.org/licenses/gpl.txt.
# --

#SYS_HOME=/opt/otrs/
SYS_HOME=$HOME

SHELL=/bin/sh
PATH=/bin:/usr/bin:/usr/local/bin
MONTHFOLDER=`date +%Y-%m`
YEARFOLDER=`date +%Y` LOGFILE=$SYS_HOME/var/log/procmail-$MONTHFOLDER.log
VERBOSE=on 

# --
# Remove all X-OTRS Header (allow this only for trusted email) # e. g. from
*@example.com # -- #:0 fhw :
#* !^From.*@uslec.net
#| grep -vi '^X-OTRS-'

# or just not emails with "X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r" header!
#:0 fhw :
#* !^X-OTRS-Ident: ahfiw2Fw32r230dddl2foeo3r
#| grep -vi '^X-OTRS-'

#ignore OpenSRS stuff
:0 fhw :
* !^From.*@uslec.com
| formail -I "X-OTRS-Ignore: yes"

# --
# Examples for queue presorting.
# --
:0 fhw :
* TO:.hostmaster-test@uslec.net
| formail -I "X-OTRS-Queue: Hostmaster Queue"

#:0 fhw :
#* ^List-Id:.*OpenAntiVirus
#| formail -I "X-OTRS-Queue: OpenAntiVirus"

# --
# Example for add free form key and value (max 3). 
# --
#:0 fhw :
#* TO:.*@example.com
#| formail -I "X-OTRS-ArticleKey1: Test" |  formail -I
"X-OTRS-ArticleValue1: True!"

# --
# Example for assigning the "email domain as customer ID" automaticaly. # --
#:0hc #CUSTOMERID=|formail -X "From:"|perl -e '$i=<STDIN>; $i=~s/^From:
//;$i=~s/\(.*?\)//;$i=~s/<(.*?)>/$1/;$i=~s/ //g;$i=~s/.*@(.*)/$1/;print $i'
# #:0 fhw : #| formail -I "X-OTRS-CustomerNo: $CUSTOMERID" 

# --
# Backup of all incoming emails. 
# It's always better to have a backup of all incoming emails!
# --
:0 c :
$SYS_HOME/var/INBOX.Backup.$MONTHFOLDER

# --
# Pipe all email into the PostMaster process.
# --
:0 :
| $SYS_HOME/bin/PostMaster.pl

# --
# spool all the rest (which the PostMaster.pl can't process!) 
# If the database is down or the PostMaster.pl exit was not '0'! # -- :0 :
$SYS_HOME/var/spool/.

# --
# end of .procmailrc
# --

-----Original Message-----
From: Rogers, Weston 
Sent: Tuesday, October 14, 2003 11:06 AM
To: 'User questions and discussions about OTRS.'
Subject: RE: [otrs] OTRS to ignore certain emails

Thanks!  The ignore part works.. But if it just ignores it, where does it
go?  It's not in the account, and I can't find it in /var/spool.

Wes

-----Original Message-----
From: Martin Edenhofer [mailto:martin@edenhofer.de] 
Sent: Tuesday, October 14, 2003 1:59 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS to ignore certain emails

Hi,

On Mon, Oct 13, 2003 at 03:49:28PM -0400, Rogers, Weston wrote:
...
Is there a way for OTRS to ignore certain emails?  I would want to
filter via senders address, such as bob@domain.com - all these get 
ignored by OTRS. The account that I want OTRS to monitor also has 
other stuff sent to it that doesn't need a ticket/etc but is important 
and needs to be kept (preferably on the server - but it really doesn't 
matter as long as its accessible)
Anyone have any ideas?  I'm trying to get away from just creating
queues for all the un-needed stuff.
I would use procmail (if you use linux/unix). 

For example, add to the .procmailrc of the otrs user the following:

:0 fhw :
* !^From.*@example.com
| formail -I "X-OTRS-Ignore: yes"

and all emails form *@example.com will be ignored by otrs. 

See also: http://doc.otrs.org/1.1/html/receiving-email-cmd.html and
http://cvs.otrs.org/cvsweb.cgi/otrs/doc/X-OTRS-Headers.txt?rev=1.5&content-t
ype=text/x-cvsweb-markup
...
Thanks!
Martin

--
Martin Edenhofer - <martin at edenhofer.de> - http://martin.edenhofer.de/
--
"The number of Unix installations has grown to 10, with more expected."
                      The Unix Programmer's Manual, 2nd Edition, June 1972

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