This is caused most probably by the fact that their character set is not supported by your OTRS setup. If you'd convert your setup to UTF-8 (see http://faq.otrs.org for details) then you won't have this issue any more.

Hi Michiel, thanks. I have tried this now. However, I think then I will have problems displaying german special characters, such as "ü" + "ä". So far, I had iso-8859-1 in the config.pm. We'll see if this works. Otherwise, isn't there any way I could set up a filter so that messages with many questions marks get deleted? thanks, marc

My experience is, that especially spammers send emails with the body encoded in other character sets than the headers indicate. I don't know why this is, there must be some reason behind it, but these mails will be extra tricky for OTRS to display correctly.

If you receive mail from 'abroad', in different character sets, I'd recommend you to convert to utf-8. If you just process email from within your own organization, and you have control over the mail clients and settings used, then you could stick with your current character set.

hope this helps,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!

On Fri, Nov 20, 2009 at 1:50 PM, Mercator GmbH wrote:

...

Hi there,

I have MANY messages with only question marks. HOW can I filter them with the generic agent?

When inserting a question mark, it filters ALL messages!!

The mails are like this one:

___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????.

???? ???? ????, ??? ? ???????????.

?? ?????? ??????? ? ???????????? ???????.

?????o? ? ?oc???: (495) 649-86-27

?????o? ? ?a???-????p??p??: (812) 313-23-91

ICQ: 590-644-122 ____________

how can I filter them to be deleted?

thanks,

marc --------------------------------------------------------------------- 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

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Isn't there ANY way I just could create a filter in generic agent to filter mails like this => ___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????. ???? ???? ????, ??? ? ???????????. ?? ?????? ??????? ? ???????????? ???????. ?????o? ? ?oc???: (495) 649-86-27 ?????o? ? ?a???-????p??p??: (812) 313-23-91 ICQ: 590-644-122 ____________ Thanks, marc 2009/11/23 Mercator GmbH :

Michiel,

I have changed it to utf-8, but still the same messages with question marks....

any idea?

It would be fine just to have these messages be filtered out.

thanks, marc

2009/11/22 Mercator GmbH :

...

...

This is caused most probably by the fact that their character set is not supported by your OTRS setup. If you'd convert your setup to UTF-8 (see http://faq.otrs.org for details) then you won't have this issue any more.

Hi Michiel,

thanks. I have tried this now. However, I think then I will have problems displaying german special characters, such as "ü" + "ä". So far, I had iso-8859-1 in the config.pm.

We'll see if this works.

Otherwise, isn't there any way I could set up a filter so that messages with many questions marks get deleted?

thanks,

marc

...

My experience is, that especially spammers send emails with the body encoded in other character sets than the headers indicate. I don't know why this is, there must be some reason behind it, but these mails will be extra tricky for OTRS to display correctly.

If you receive mail from 'abroad', in different character sets, I'd recommend you to convert to utf-8. If you just process email from within your own organization, and you have control over the mail clients and settings used, then you could stick with your current character set.

hope this helps,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!

On Fri, Nov 20, 2009 at 1:50 PM, Mercator GmbH wrote:

...

Hi there,

I have MANY messages with only question marks. HOW can I filter them with the generic agent?

When inserting a question mark, it filters ALL messages!!

The mails are like this one:

___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????.

???? ???? ????, ??? ? ???????????.

?? ?????? ??????? ? ???????????? ???????.

?????o? ? ?oc???: (495) 649-86-27

?????o? ? ?a???-????p??p??: (812) 313-23-91

ICQ: 590-644-122 ____________

how can I filter them to be deleted?

thanks,

marc --------------------------------------------------------------------- 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

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Sure, you probably would be able to filter on some generic properties of the emails. And since in your case you want to filter is all spam, I would advice on implementing a solution such as SpamAssasin [http://spamassassin.apache.org/] or so, which would include a header in any emails it considers as spam. Then you can easily create a postmaster filter on the contents of that header.

Michiel, I cannot install SpamAssasin on the server. Just tell me, IS there a way to create a filter in the postmaster to filter out the messages with question marks? When I put in the question marks, they are placeholders and ALL messages are filtered! There must be another way.. thanks, marc

HTH,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY

On Wed, Nov 25, 2009 at 11:13 AM, Mercator GmbH wrote:

...

Isn't there ANY way I just could create a filter in generic agent to filter mails like this =>

___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????.

???? ???? ????, ??? ? ???????????.

?? ?????? ??????? ? ???????????? ???????.

?????o? ? ?oc???: (495) 649-86-27

?????o? ? ?a???-????p??p??: (812) 313-23-91

ICQ: 590-644-122 ____________

Thanks,

marc

2009/11/23 Mercator GmbH :

...

Michiel,

I have changed it to utf-8, but still the same messages with question marks....

any idea?

It would be fine just to have these messages be filtered out.

thanks, marc

2009/11/22 Mercator GmbH :

...

...

This is caused most probably by the fact that their character set is not supported by your OTRS setup. If you'd convert your setup to UTF-8 (see http://faq.otrs.org for details) then you won't have this issue any more.

Hi Michiel,

thanks. I have tried this now. However, I think then I will have problems displaying german special characters, such as "ü" + "ä". So far, I had iso-8859-1 in the config.pm.

We'll see if this works.

Otherwise, isn't there any way I could set up a filter so that messages with many questions marks get deleted?

thanks,

marc

...

My experience is, that especially spammers send emails with the body encoded in other character sets than the headers indicate. I don't know why this is, there must be some reason behind it, but these mails will be extra tricky for OTRS to display correctly.

If you receive mail from 'abroad', in different character sets, I'd recommend you to convert to utf-8. If you just process email from within your own organization, and you have control over the mail clients and settings used, then you could stick with your current character set.

hope this helps,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!

On Fri, Nov 20, 2009 at 1:50 PM, Mercator GmbH wrote:

...

Hi there,

I have MANY messages with only question marks. HOW can I filter them with the generic agent?

When inserting a question mark, it filters ALL messages!!

The mails are like this one:

___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????.

???? ???? ????, ??? ? ???????????.

?? ?????? ??????? ? ???????????? ???????.

?????o? ? ?oc???: (495) 649-86-27

?????o? ? ?a???-????p??p??: (812) 313-23-91

ICQ: 590-644-122 ____________

how can I filter them to be deleted?

thanks,

marc --------------------------------------------------------------------- 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

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How much do you like Regex?

Nobody wants to give you the direct answer because it's a fair bit of work that can pose a risk to your legitimate email, and it's a sign of a wider problem that probably wants fixing first.

Fix the root cause rather than bandaging it up.

I thought it's just a small job to create a filter that filters out messages with a question mark. I wonder that this is SUCH a big task... strange... thanks anyway, marc

-----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Mercator GmbH Sent: Friday, 27 November 2009 12:19 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] filtering spam

...

Sure, you probably would be able to filter on some generic properties of the emails. And since in your case you want to filter is all spam, I would advice on implementing a solution such as SpamAssasin [http://spamassassin.apache.org/] or so, which would include a header in any emails it considers as spam. Then you can easily create a postmaster filter on the contents of that header.

Michiel,

I cannot install SpamAssasin on the server. Just tell me, IS there a way to create a filter in the postmaster to filter out the messages with question marks? When I put in the question marks, they are placeholders and ALL messages are filtered!

There must be another way..

thanks,

marc

...

HTH,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Germany

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ CeBIT 2010 in Hannover (Germany) and get to know more about OTRS at booth no. C37, in hall 2 from March 2-6, 2010! http://bit.ly/7uyQfY

On Wed, Nov 25, 2009 at 11:13 AM, Mercator GmbH wrote:

...

Isn't there ANY way I just could create a filter in generic agent to filter mails like this =>

___________ ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? ?????????? ???????? ???? ??????????? ?????? ? ???????? ???????????.

???? ???? ????, ??? ? ???????????.

?? ?????? ??????? ? ???????????? ???????.

?????o? ? ?oc???: (495) 649-86-27

?????o? ? ?a???-????p??p??: (812) 313-23-91

ICQ: 590-644-122 ____________

Thanks,

marc

2009/11/23 Mercator GmbH :

...

Michiel,

I have changed it to utf-8, but still the same messages with question marks....

any idea?

It would be fine just to have these messages be filtered out.

thanks, marc

2009/11/22 Mercator GmbH :

...

...

This is caused most probably by the fact that their character set is not supported by your OTRS setup. If you'd convert your setup to UTF-8 (see http://faq.otrs.org for details) then you won't have this issue any more.

Hi Michiel,

thanks. I have tried this now. However, I think then I will have problems displaying german special characters, such as "ü" + "ä". So far, I had iso-8859-1 in the config.pm.

We'll see if this works.

Otherwise, isn't there any way I could set up a filter so that messages with many questions marks get deleted?

thanks,

marc

...

My experience is, that especially spammers send emails with the body encoded in other character sets than the headers indicate. I don't know why this is, there must be some reason behind it, but these mails will be extra tricky for OTRS to display correctly.

If you receive mail from 'abroad', in different character sets, I'd recommend you to convert to utf-8. If you just process email from within your own organization, and you have control over the mail clients and settings used, then you could stick with your current character set.

hope this helps,

((enjoy)) - Michiel Beijen R&D

OTRS AG Norsk-Data-Str 1. 61352 Bad Homburg Deutschland

T: +31 (0) 6457 42418 F: +49 (0) 9421 56818-18 I:  http://www.otrs.com/

Business Location: Bad Homburg, Country Court: Bad Homburg, Commercial register: 10751, Tax ID: 003 240 97505 Chairman of the Board: Burchard Steinbild, Managing Board: André Mindermann (CEO), Martin Edenhofer

CU@ IIR Service Desk Forum in Mainz (Germany) and get to know more about OTRS  at booth no. 12 from Nov 24-25, 2009!

On Fri, Nov 20, 2009 at 1:50 PM, Mercator GmbH wrote: > Hi there, > > I have MANY messages with only question marks. HOW can I filter them > with the generic agent? > > When inserting a question mark, it filters ALL messages!! > > The mails are like this one: > > ___________ > ?? ????? ? ??????? ????? ???????? - ?????? ???? ?????????, ? ??? > ?????????? ???????? ???? > ??????????? ?????? ? ???????? ???????????. > > ???? ???? ????, ??? ? ???????????. > > ?? ?????? ??????? ? ???????????? ???????. > > ?????o? ? ?oc???: (495) 649-86-27 > > ?????o? ? ?a???-????p??p??: (812) 313-23-91 > > ICQ: 590-644-122 > ____________ > > > how can I filter them to be deleted? > > thanks, > > marc > --------------------------------------------------------------------- > 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 > > NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! > http://www.otrs.com/en/support/enterprise-subscription/ > --------------------------------------------------------------------- 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

NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/

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...

...

...

Use a generic agent for that. But be aware that users might ask questions containing a question mark :) <<<<

Ralf, this is what I am asking for days now!!! HOW to use the generic agent??? When I put just question marks in it, I think these are placeholders for other letters. Or not? Nobody could explain me how to do this with the generic agent... thanks, marc 2009/12/1 Ralf Hildebrandt :

* Mercator GmbH :

...

...

How much do you like Regex?

Nobody wants to give you the direct answer because it's a fair bit of work that can pose a risk to your legitimate email, and it's a sign of a wider problem that probably wants fixing first.

Fix the root cause rather than bandaging it up.

I thought it's just a small job to create a filter that filters out messages with a question mark. I wonder that this is SUCH a big task...

Use a generic agent for that. But be aware that users might ask questions containing a question mark :)

-- Ralf Hildebrandt  Geschäftsbereich IT | Abteilung Netzwerk  Charité - Universitätsmedizin Berlin  Campus Benjamin Franklin  Hindenburgdamm 30 | D-12203 Berlin  Tel. +49 30 450 570 155 | Fax: +49 30 450 570 962  ralf.hildebrandt@charite.de | http://www.charite.de

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Mercator GmbH wrote : [...]

When I put just question marks in it, I think these are placeholders for other letters. Or not?

Nobody could explain me how to do this with the generic agent... [...]

Hello Marc, I don't think that you can solve the problem within OTRS, but with a shell script. To call it use the corresponding option in the GenericAgent or let it process your emails and set an email flag to filter the mails with the PostMaster Filter. In the shell script you could use grep to search for multiple series of question marks which should differentiate your spam mails from user mails with normal usage of question marks. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de

Sorry if I've missed something on this, but are these spam messages from external sources? If so, wouldn't it be more suitable to look at stopping them at your perimeter? I can readily recommend mailcleaner (www.mailcleaner.org) a free, open-source, Linux-based anti spam/antivirus mail gateway. -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of James Morgan Sent: 03 December 2009 22:37 To: User questions and discussions about OTRS. Subject: Re: [otrs] filtering spam Out of interest, at what stage of the process do they become question marks? Does the MTA see them as question marks, or characters in a different character set? If so, wouldn't this make filtering for question marks before they hit PostMaster difficult? Maybe a workaround would be to filter out all messages that aren't in the supported character set? -----Original Message----- From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Alexander Halle Sent: Thursday, 3 December 2009 4:56 PM To: User questions and discussions about OTRS. Subject: Re: [otrs] filtering spam Mercator GmbH wrote : [...]

When I put just question marks in it, I think these are placeholders for other letters. Or not?

Nobody could explain me how to do this with the generic agent... [...]

Hello Marc, I don't think that you can solve the problem within OTRS, but with a shell script. To call it use the corresponding option in the GenericAgent or let it process your emails and set an email flag to filter the mails with the PostMaster Filter. In the shell script you could use grep to search for multiple series of question marks which should differentiate your spam mails from user mails with normal usage of question marks. Regards Alexander -- radprax Gesellschaft fuer medizinische Versorgungszentren mbH, Bergstr. 7 - 9, 42105 Wuppertal, Fon: +49 202 2489 1110, Fax: +49 202 2489 94 1119 Geschaeftsfuehrer: Andreas Martin, Dr. med. Heiner Steffens, Dr. med. Renate Tewaag Amtsgericht Wuppertal: HRB 19359, St.-Nr.: 5132/5889/0264, DE 814559152 Web: http://www.radprax.de --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ --------------------------------------------------------------------- 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 NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/ Disclaimer added by CodeTwo Exchange Rules 2007 http://www.codetwo.com One Call Insurance Services Ltd - Registered Office 88-90 St Sepulchre Gate, Doncaster. DN1 1SD. Registered in England No 04693136 Telephone: 0871 2828888 Fax: 01302 321191 Authorised and regulated by the Financial Services Authority for general insurance business. You can check this by visiting the FSA website at www.fsa.gov.uk/register Our FSA firm reference number is 302961 for important information about the company please refer to www.onecalldirect.co.uk Confidentiality Notice This electronic transmission (and/or documents accompanying it) may contain confidential information belonging to the sender. The information is intended only for the use of the individual or entity named as the recipient. If you are not the intended recipient you are hereby notified that disclosure, copying, distribution or the taking of any action in reliance of the contents of this information is unauthorised and strictly prohibited. In this instant, please therefore destroy the same and notify the sender immediately. E-mail communications cannot be guaranteed to be secure or error free. Anyone who communicates with us by email is taken to accept these risks.