Re: [otrs] Conditional autoreply possible?

Hey Ralf, you need to build a PostMaster filter which recognizes the usual autoreplies (subject, content, whatever). Then you have two possibilities: - Set X-OTRS-Ignore to yes - Set a specially created dynamic field to a value and initialize all other mails with the opposite value With the first one, no autoreply will reach the ticket system at all, which could be undesired. For the second one, you need to create a ticket notification by yourself, which filters for your queues and the value for "not an autoreply". In this one you'll put your text. Furthermore: if you create a ticket and send a mail to your customers/hospital users and they reply with an vacation response, doesn't it leave the original subject intact? Kind regards, Matthias T-SYSTEMS INTERNATIONAL GMBH Matthias Terlinde Bonner Talweg 100 53113 Bonn E-Mail: matthias.terlinde@t-systems.com Internet: www.t-systems.com Let's power higher performance You can find the compulsory statement on: www.t-systems.com/compulsory-statement

-----Ursprüngliche Nachricht----- Von: otrs Im Auftrag von otrs- request@lists.otrs.org Gesendet: Samstag, 9. November 2019 15:57 An: otrs@lists.otrs.org Betreff: otrs Digest, Vol 133, Issue 1

Send otrs mailing list submissions to otrs@lists.otrs.org

To subscribe or unsubscribe via the World Wide Web, visit http://lists.otrs.org/mailman/listinfo/otrs or, via email, send a message with subject or body 'help' to otrs-request@lists.otrs.org

You can reach the person managing the list at otrs-owner@lists.otrs.org

When replying, please edit your Subject line so it is more specific than "Re: Contents of otrs digest..."

Today's Topics:

1. User accidentally created more than 5000 tickets (Mathias Waack) 2. Re: User accidentally created more than 5000 tickets (Mathias Waack) 3. Re: User accidentally created more than 5000 tickets (Florian Edlhuber) 4. Conditional autoreply possible? (Ralf Hildebrandt) 5. Re: Conditional autoreply possible? (Florian Edlhuber) 6. LDAP Lookup for Ticket Content (Anthony F McInerney)

----------------------------------------------------------------------

Message: 1 Date: Wed, 30 Oct 2019 10:20:11 +0100 From: Mathias Waack To: otrs@lists.otrs.org Subject: [otrs] User accidentally created more than 5000 tickets Message-ID: <5445c024-5dac-7b6a-c186-bf5dc6f589d9@seim-partner.de> Content-Type: text/plain; charset="us-ascii"

An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20191030/ecfdc486/attach ment-0001.html>

------------------------------

Message: 2 Date: Sat, 2 Nov 2019 10:14:39 +0100 From: Mathias Waack To: otrs@lists.otrs.org Subject: Re: [otrs] User accidentally created more than 5000 tickets Message-ID: <9deadc63-5f18-b5a9-0e06-f281b13ec83d@seim-partner.de> Content-Type: text/plain; charset="us-ascii"

An HTML attachment was scrubbed... URL: <http://lists.otrs.org/pipermail/otrs/attachments/20191102/a1215de9/attac hment-0001.html>

------------------------------

Message: 3 Date: Sat, 2 Nov 2019 22:26:05 +0100 From: Florian Edlhuber To: "User questions and discussions about OTRS." Subject: Re: [otrs] User accidentally created more than 5000 tickets Message-ID: <1572729965.322619.642017571@otrs.edlhuber.net> Content-Type: text/plain; charset="utf-8"

Hi,

30.10.2019 10:27 - Mathias Waack schrieb:

...

Finally I was able to delete these tickets using the generic agent. But since then our otrs does not send any email. The communication logs shows again more than 1000 open communications and the number is constantly growing. Why is otrs queuing these messages without sending it? Where can I start searching for the reason?

Depending on your mail configuration, sending takes time. It needs a working DNS and a good MTA.

On specific (wrong!) Mail configuration OTRS tries to send mails to non- existend users. Maybe you have this situation.

Check your communication log and try to use the otrs.Console.pl command to check the mail sending queue and/or delete it.

Check your local syslog and mail log, too.

regards Florian