Moreover, I’d say your proportion of viruses from people logging in and sending a ticket is significantly lower than what you could expect coming in via email from the web.  Taking the correct precautions as far as preventing attaching ‘risky’ filetypes makes good sense, and in the worst case I’d expect that your clients have virus scanning installed locally.

James.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Marco Vannini
Sent: Monday, 29 March 2010 6:55 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Customer module and viruses

Hi all,

shouldn't be possible to change articole storage to FS instead of DB and having an antivirus demonized ?

I know that probably the results will be a ticket without the virused attachment but it could preserve everyone from download it, isn't it ?

MV

On Mon, Mar 29, 2010 at 9:48 AM, Anton Gubar'kov <anton.gubarkov@gmail.com> wrote:

You can use GenericAgent (CMD type) to feed your recently updated (or created) ticket to virus scanner. You will have to write perl code to do so as GenericAgent passes only TicketNumber and TicketID to the CMD. Based on the checking results you can program any action (move to another queue, remove infected attachment, etc.) in the perl code.


Regards,
Anton.

2010/3/29 Martignier, Philippe <philippe.martignier@wipo.int>

Thanks Anton,

But this will make the customer module unusable in our point of view.

What's the point to have a dedicated interface if we are not able to filter virus from it?

If customers have to use regular mails to send attachments they wont use the customer module ...

Any other "ideas" ? :)

Thanks

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