Discard follow-ups to closed tickets (in addition to "rejected" auto responses)
Hello list members, is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners. I have been searching the Net for a long time without success, so I thought it best to ask here. -Ralph
Reposting this, because it has been several days and I still have not found a solution. Your help is appreciated. ======================================== Hello list members, is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners. I have been searching the Net for a long time without success, so I thought it best to ask here. -Ralph
Discard? You could set the queue for reject after closed.
On Wednesday, September 28, 2016, Ralph Seichter
Reposting this, because it has been several days and I still have not found a solution. Your help is appreciated.
========================================
Hello list members,
is it possible to configure OTRS 5 to discard all follow-ups sent by customers for tickets that have been closed? I have configured the Raw queue to reject follow-ups, and customers do receive "message has been rejected" auto responses, but follow-up messages for closed tickets are nonetheless added to the OTRS database and notifications are sent to the ticket owners.
I have been searching the Net for a long time without success, so I thought it best to ask here.
-Ralph --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
On 28.09.2016 14:11, Gerald Young wrote:
Discard? You could set the queue for reject after closed.
It did that. I had hoped my description was clear enough, sorry if that was not the case. Like I wrote, I have set the Raw queue's follow up option to "reject" (available choices are "new ticket", "possible" and "reject"). Even though the person creating a follow-up receives a rejection reply, as expected, the follow-up still enters the OTRS database, and agent notifications are sent, both of which I don't want to happen. What I want to achieve is to prevent follow-ups to closed tickets from ever being stored in the DB. Hence I chose the term "discard". -Ralph
There's really no built-in provision for full discard. It's easy to discard
when there's no ticket number in email, but followups start being
problematic.
A couple of ways to handle can be to create a pre-filter that looks up the
state and does not process followup ticket.
Or change the code so that it doesn't store the ticket when the state is
closed.
On Wed, Sep 28, 2016 at 8:45 AM, Ralph Seichter
On 28.09.2016 14:11, Gerald Young wrote:
Discard? You could set the queue for reject after closed.
It did that. I had hoped my description was clear enough, sorry if that was not the case. Like I wrote, I have set the Raw queue's follow up option to "reject" (available choices are "new ticket", "possible" and "reject").
Even though the person creating a follow-up receives a rejection reply, as expected, the follow-up still enters the OTRS database, and agent notifications are sent, both of which I don't want to happen.
What I want to achieve is to prevent follow-ups to closed tickets from ever being stored in the DB. Hence I chose the term "discard".
-Ralph --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs
On 28.09.2016 15:27, Gerald Young wrote:
There's really no built-in provision for full discard. [...] A couple of ways to handle can be to create a pre-filter that looks up the state and does not process followup ticket.
I read https://otrs.github.io/doc/manual/admin/5.0/en/html/email-settings.html#emai... and I guess FollowUpArticleTypeCheck.pm might be a starting point? If a ticket object can be created based on the incoming mail alone, and the ticket status checked, and the filter be used to abort further processing of replies to closed tickets... I guess I'll have to dig into the code, then. -Ralph
participants (2)
-
Gerald Young -
Ralph Seichter