Hi all, When I forward a message from user Agent interface, the compose process include the System Standard Salutation at the top of the body of the new email message. How I can avoid it? I would like the forwarded message only with the original contents. Carlos, México -----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Marcus Dennis Enviado el: Miércoles, 13 de Junio de 2007 02:58 p.m. Para: User questions and discussions about OTRS.org Asunto: RE: [otrs] Allow only known clients I think you'll want to look at Kernel/System/Postmaster/NewTicket.pm around line 115 or so. The normal behavior is to try to look up a Customer User matching the email. If it cannot do so, it will create a ticket using the sender email as both the customer user and customer id fields. We modified this to hardcode a string as the Customer ID so that all email tickets will show up under CompanyTickets. It should be reasonable to change the code here to shift to rejecting the ticket instead, though we haven't looked into that specifically. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of kekieres@arsystel.com Sent: Wednesday, June 13, 2007 8:31 AM To: otrs@otrs.org Subject: Re: [otrs] Allow only known clients Hola Carlos, I've already posted an similar question with no answer: http://lists.otrs.org/pipermail/otrs/2007-May/018877.html I agree with Jesus that I would be nice to make OTRS filter the incoming mail looking the "from" email address into the customer (and why not also agent) databases, but I think it's not possible. A workaround that I'm planning doing is the following: Right now I'm getting the incoming mails with fetchamil and filter them with procmail. So my idea is to add a rule in the file .procmailrc in order to do a check in the OTRS database in the tables customer_user wether the email comes from an user or not, adding the tag X-OTRS-Ignore=yes if there is no match in the database. Does anybody know a way to do it with OTRS built-in features? Saludos, Rafael. Carlos G. Oyarzabal escribió:
Hi Jesús, I think you must filter mail before it reach OTRS. That using any antispam software. Then, mails that can cross that filter, can be trap by the filter "PostMaster Filer" on OTRS (admin module).
I use:
Match Header1: Subject Value1: Mail server report Set Header1: X-OTRS-Queue Value1: Junk
After that, when a spam mail came, I move it to the junk queue.
You can built some rules to be excuted by the Generic Agent and run the rules/filters by crontab.
Best regards Carlos México
-----Mensaje original----- De: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] En nombre de Jesús M. Navarro Enviado el: Martes, 12 de Junio de 2007 08:22 a.m. Para: 'User questions and discussions about OTRS.org' Asunto: [otrs] Allow only known clients
Hi, list:
I'm currently testing OTRS and, of course, I'm getting some issues. Due to spam I'd want to process only ticket requests coming from known clients' e-mail addressess, but I don't see how to filter this out.
An affordable approach would be to do the same I'm already doing on SPAM-tagged messages: move them to the "Junk" queue and then delete.
Is this possible to be done on all unknown e-mail addresses (both users+clientes) on the "From" field? What would be the best approach? -- Jesús M. Navarro Jefe de Sistemas y Soporte Ándago Ingeniería - www.andago.com
Teléfono: +34 916 011 373 (ext. 29) Móvil: +34 666 431 088 e-mail: jesus.navarro@andago.com _______________________________________________ OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs Support or consulting for your OTRS system? =http://www.otrs.com/
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