I'd like to avoid autoreplies from customers (out of office etc.) to re-open my tickets, or change the state from Pending-customer to Open. Found these references: https://otrsteam.ideascale.com/a/dtd/Out-of-office-auto-replies/114882-10369 http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-ti... Has anyone implemented a solution like this? I'm of course looking for something that survives upgrades and doesn't require too much fiddling. Thanks, Sander
You could use email filters for that, search for Out of the office in the header or the body, etc and then ignore those messages. Regards 2014-04-04 3:10 GMT-06:00 Sander Goudswaard < s.goudswaard@westerscheldetunnel.nl>:
I'd like to avoid autoreplies from customers (out of office etc.) to re-open my tickets, or change the state from Pending-customer to Open.
Found these references:
https://otrsteam.ideascale.com/a/dtd/Out-of-office-auto-replies/114882-10369
http://blog.otrs.org/2010/10/22/dont-let-out-of-office-emails-change-your-ti...
Has anyone implemented a solution like this? I'm of course looking for something that survives upgrades and doesn't require too much fiddling.
Thanks, Sander
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-- ___________________________ Alvaro Cordero Retana Consultor de Tecnologias Gridshield Monitoreo de Redes e Infraestructura. 2258-5757 ext 123 alvaro@gridshield.net www.gridshield.net
But then I'd miss the information - I would rather not see the ticket status change but still have the information merged in the ticket. You could use email filters for that, search for Out of the office in the header or the body, etc and then ignore those messages.
Depending on the client's mail software, the "Out of Office" may have some specific headers.
You can check http://www.iana.org/assignments/auto-submitted-keywords/auto-submitted-keywo... for instance.
Or http://en.wikipedia.org/wiki/Email, search for "Precedence:"
I don't know how widely this is used though.
Olivier
On Apr 4, 2014, at 15:58, Sander Goudswaard
But then I’d miss the information – I would rather not see the ticket status change but still have the information merged in the ticket.
You could use email filters for that, search for Out of the office in the header or the body, etc and then ignore those messages. --------------------------------------------------------------------- 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
perhaps *a* way is a Postmaster::PreFilterModule Reasoning: PostMaster.pm checks if the ticket is a followup before running this, and retrieves Ticket number ($Tn) and $TicketID from CheckFollowup. It THEN runs all PreFilterModules, which modifies email params. At that point, a configured PrefilterModule to check if Subject complies with Out of Office can set Header X-OTRS-FollowUp-State = current ticket state. This survives updates, isn't incredibly messy, and is portable. On Fri, Apr 4, 2014 at 10:05 AM, Olivier Macchioni < olivier.macchioni@wingo.ch> wrote:
Depending on the client's mail software, the "Out of Office" may have some specific headers.
You can check http://www.iana.org/assignments/auto-submitted-keywords/auto-submitted-keywo... for instance.
Or http://en.wikipedia.org/wiki/Email, search for "*Precedence*:"
I don't know how widely this is used though.
Olivier
On Apr 4, 2014, at 15:58, Sander Goudswaard < s.goudswaard@westerscheldetunnel.nl> wrote:
But then I'd miss the information - I would rather not see the ticket status change but still have the information merged in the ticket.
You could use email filters for that, search for Out of the office in the header or the body, etc and then ignore those messages. --------------------------------------------------------------------- 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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A very rudimentary "get it done" is now posted on the forum:
http://forums.otterhub.org/viewtopic.php?f=60&t=24723
It's been "just enough" tested to work, but it's possible that invalid
entries to the Out of Office string could be problematic. It tests for "Out
of Office" (case insensitive) in the subject although it's possible that
any regex could work ... nothing's sanitized but it also doesn't do
anything database with that.
Super long strings could be a problem, and I can't necessarily confirm that
there will not be any problems with multi-byte comparisons.
On Fri, Apr 4, 2014 at 10:21 AM, Gerald Young
perhaps *a* way is a Postmaster::PreFilterModule
Reasoning: PostMaster.pm checks if the ticket is a followup before running this, and retrieves Ticket number ($Tn) and $TicketID from CheckFollowup. It THEN runs all PreFilterModules, which modifies email params.
At that point, a configured PrefilterModule to check if Subject complies with Out of Office can set Header X-OTRS-FollowUp-State = current ticket state.
This survives updates, isn't incredibly messy, and is portable.
On Fri, Apr 4, 2014 at 10:05 AM, Olivier Macchioni < olivier.macchioni@wingo.ch> wrote:
Depending on the client's mail software, the "Out of Office" may have some specific headers.
You can check http://www.iana.org/assignments/auto-submitted-keywords/auto-submitted-keywo... for instance.
Or http://en.wikipedia.org/wiki/Email, search for "*Precedence*:"
I don't know how widely this is used though.
Olivier
On Apr 4, 2014, at 15:58, Sander Goudswaard < s.goudswaard@westerscheldetunnel.nl> wrote:
But then I'd miss the information - I would rather not see the ticket status change but still have the information merged in the ticket.
You could use email filters for that, search for Out of the office in the header or the body, etc and then ignore those messages. --------------------------------------------------------------------- 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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participants (4)
-
Alvaro Cordero -
Gerald Young -
Olivier Macchioni -
Sander Goudswaard