Lars Jørgensen wrote:
We're setting up a system to exclusively deal with mails coming from some web forms. If people try to mail OTRS directly, we want to reject that ticket and send them a reply to please use the forms instead of mailing directly.
I can use a postmaster filter to direct these mails to a specific queue, an auto reply on the queue and set up a generic agent to delete these tickets on a regular basis. This works with one major problem for me: The auto reply includes a ticket number in the subject line.
Is there a smarter way of doing this?
I suggest setting up procmail in front of OTRS. You can use that to determine whether mail should be accepted by OTRS or use an autoresponder and keep the ticket from entering OTRS at all. Google around for more info on procmail filtering and setting up an autoresponder. Nils Breunese.