(conditionally) forbidding the creation of tickets via e-mail
Hello dear OTRS list, I'm faced with the current challenge. For incoming e-mails read by OTRS (IMAP or POP), I need the following behaviour: 1- OTRS ticket number in the ticket -> add an article to the corresponding ticket, as usual 2- Whitelisted sender e-mail address -> create a new ticket, as usual 3- Other sender e-mail address -> send a specific e-mail to the sender, ie "You cannot create a ticket this way, please use our contact form" and don't record anything in OTRS And do this only for certain specific IMAP / POP boxes... It would possibly be acceptable to still accept the e-mails in the case (3) but move them to another queue or auto-close them. This doesn't seem to be a feature available out-of-the box. Does anyone have an idea on how to manage such cases? I'm thinking I could work with Kernel::System::PostMaster::Filter::CMD - the script would analyse if the mail falls in category (3) and if yes, set X-OTRS-Ignore Of course to evaluate (1) I'll need to do some heuristics based on the format of the ticket... or connect to the OTRS DB and do a lookup, which is a bit more complex. but the heuristic should more or less work. Would this be the best approach?... Any other suggestion? Thanks, Olivier
1) if no ticket number, set the default destination to Junk. (aand optionally autoreply with "You can't send it that way") with a Generic Agent that deletes all tickets in Junk every (x) minutes. 2) If ticket number, it will follow up as normal and won't move the ticket because there won't be any X-OTRS-FollowUp-Queue setting 3) If sender is on whitelist: Multiple options, including mailbox rule that sends whitelist to a different pop3 mailbox that goes to "Main" when it's syphoned. OR PostMasterFilters on From: WhitelistEmail1 set: X-OTRS-Queue Main Hope this helps. On Tue, Oct 11, 2016 at 10:55 AM, Olivier Macchioni < olivier.macchioni@wingo.ch> wrote:
Hello dear OTRS list,
I'm faced with the current challenge. For incoming e-mails read by OTRS (IMAP or POP), I need the following behaviour:
1- OTRS ticket number in the ticket -> add an article to the corresponding ticket, as usual
2- Whitelisted sender e-mail address -> create a new ticket, as usual
3- Other sender e-mail address -> send a specific e-mail to the sender, ie "You cannot create a ticket this way, please use our contact form" and don't record anything in OTRS
And do this only for certain specific IMAP / POP boxes...
It would possibly be acceptable to still accept the e-mails in the case (3) but move them to another queue or auto-close them.
This doesn't seem to be a feature available out-of-the box. Does anyone have an idea on how to manage such cases?
I'm thinking I could work with Kernel::System::PostMaster::Filter::CMD - the script would analyse if the mail falls in category (3) and if yes, set X-OTRS-Ignore
Of course to evaluate (1) I'll need to do some heuristics based on the format of the ticket... or connect to the OTRS DB and do a lookup, which is a bit more complex. but the heuristic should more or less work.
Would this be the best approach?... Any other suggestion?
Thanks,
Olivier
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participants (2)
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Gerald Young -
Olivier Macchioni