Unknown queue and RO reply via email
Hello, It would greatly help if anyone in the community will be able to help with: 1. Defining a "junk" queue, meaning, if I have register users, but someone is sending an email to the address OTRS is "listening" on and the email came from an un-register user (I assume OTRS does connection between a reply/ticket by the the "From" in the header), how do I make all tickets/replies sent that came from un-registered users going directly to a junk queue? 2. I've define a group <-> queue relations ship. under the group, I have several users (agents) which have RO only while others have RW, my take on this is that from the UI the ones with RO can only view tickets, but can not update them (I guess I'm right). However, what happens when an agent that have RO permissions, reply back to an email coming from a certain ticket (the agent received the email by being member of that group), will OTRS "reject" the agent's reply since he have only RO permissions? will OTRS not care about agent permissions once we dealing with email reply? Thanks, -sv
On Wed, 27 Jan 2010 08:45:21 +0100, Sagy Volkov
Hello,
Hello Sagy Volkov!
It would greatly help if anyone in the community will be able to help with: 1. Defining a "junk" queue, meaning, if I have register users, but someone is sending an email to the address OTRS is "listening" on and the email came from an un-register user (I assume OTRS does connection between a reply/ticket by the the "From" in the header), how do I make all tickets/replies sent that came from un-registered users going directly to a junk queue?
I have wanted something similar as well. I was not able to figure out so this is still on my 'want' list :-). What I think [you|we] need is to create some special component that actually filters the e-mails, and set's the corresponding X- header. I was not able to figure out how to configure this by using the default 'PostMaster Filter Management', it might be possible. I tried the forums/lists/Google last time and did not luck out :-( Let's hope [you|we] do this time! In addition to this I would like to have a feature when the OTRS e-mail address is mentioned only in the CC/BCC field without any ticket id to be found to also go through something similar. We have a few customers that keep puting us on CC just to keep us informed, that's nice and all but... ;-) I will be monitoring progress on this thread closely! -- Stein Erik
participants (2)
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Sagy Volkov -
Stein Erik Berget