I think I have an solution if I can use Negate filter Match with
regular expressions in the PreFilterModule.
Any input?
Regards,
Teun Ouwehand
Van: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] Namens Teun Ouwehand
Verzonden: Tuesday, March 09, 2010 9:24 AM
Aan: User questions and discussions about OTRS.
CC: IPCO_MAIL
Onderwerp: Re: [otrs] No Ticket in Autoanswer from specific queue
Thx for your quick response but
this is not exactly what I want, Because this way customers can’t send
follow up messages.
I want the follow:
Send start ticket with webform.
Get automaticly a reply with ticket number and autoresponse message.
Customers can reply :D
But they can also do the following:
Send start ticket directly to our supportbox (Bypassing the webform)
This is not what we want, they need an message that they have to start an
ticket with the webform.
Any
input?
Regards,
Teun
Ouwehand
Van: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] Namens Guillaume Rehm
Verzonden: Monday, March 08, 2010 6:51 PM
Aan: User questions and discussions about OTRS.
CC: IPCO_MAIL
Onderwerp: Re: [otrs] No Ticket in Autoanswer from specific queue
Hi,
Look at SysConfig PostMaster::PreFilterModule###3-NewTicketReject:
(Block all incoming emails without valid ticket
number in subject with From: @example.com address.)
I never set up but I think it's you want.
Regards,
Le 08/03/2010 17:06, Teun Ouwehand a écrit :
I’ve created a webform wich send an mail with OTRS-headers
to our supportbox. In the OTRS-Header we add an specific queue. The ticket will
be created in the queue.
So far so good.
If you mail from your own mailclient to the support mail, we want an
autoresponse with an link to our webform without a ticket number in the
subject. The ticket needs to be closed after that.
But when a ticket is created true the webform, people do
need to be able to react from there mailcient, the ticket number should be in
the subject.
I couldn’t find this in the documentation, and I don’t know
if it’s possible.
Thanks,
Teun Ouwehand.