Hello! Greetings! I am using OTRS 1.3.2. I filter emails by Suject Headers. Just like to ask if it is possible that OTRS will not issue/create Ticket Number to email with invalid/different Subject Headers? Any help would be greatly appreciated. Thank you very much. Len
Hello, On Mon, Jul 18, 2005 at 09:08:43PM +0800, mbesponga@greendot.com.ph wrote:
I am using OTRS 1.3.2. I filter emails by Suject Headers. Just like to ask if it is possible that OTRS will not issue/create Ticket Number to email with invalid/different Subject Headers?
No. If the subject line is changed, OTRS creates a new ticket, because the system isn't able to recognize that the different subject lines belong to one ticket. best regards, Christian -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Thank you Christian for your answer. How do OTRS will not
generate/issue Ticket Number to unwanted email like spam
mail???
Hope to hear from you soon.
Regards,
Len
On Tue, 19 Jul 2005 11:17:45 +0200
Christian Schoepplein
Hello,
On Mon, Jul 18, 2005 at 09:08:43PM +0800, mbesponga@greendot.com.ph wrote:
I am using OTRS 1.3.2. I filter emails by Suject Headers. Just like to ask if it is possible that OTRS will not issue/create Ticket Number to email with invalid/different Subject Headers?
No. If the subject line is changed, OTRS creates a new ticket, because the system isn't able to recognize that the different subject lines belong to one ticket.
best regards, Christian
-- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Hi Len, On Tue, Jul 19, 2005 at 05:37:07PM +0800, mbesponga@greendot.com.ph wrote:
Thank you Christian for your answer. How do OTRS will not generate/issue Ticket Number to unwanted email like spam mail???
Thats also not possible :(. If a mail reaches the ticket system, a new ticket is opened and a ticket number is assigned to this ticket. Its to late to fight against SPAM in this part of the processing. A good setup would sort out spam mails before they reache the ticket system. You could install spamassassin for example and let this package check all your incomming mails. If they are marked as spam, a header entry is added. Now you can setup a PostMaster Filter rule ind OTRS an tell the system, that all mails with the spam header of spamassassin should be ignored by the system, just set the X-OTRS-Ignore header with the filter rule. With this header the mail is completely ignored and the mail will never reach the ticket system, no new ticket will be created. Or, if you not want to delete spam mails without watching them, you could let them sort in to a specific queue, just set the X-OTRS-Queue header in the filter rule. Such a setup with spamassassin is possible with pop3 accounts (you can use the pre PostMasterFilter) or if you recive your mails directly via the PostMaster.pl script. Best regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
Thank you very much Christian. You are such a great help.
Regards,
Len
On Tue, 19 Jul 2005 16:24:58 +0200
Christian Schoepplein
Hi Len,
On Tue, Jul 19, 2005 at 05:37:07PM +0800, mbesponga@greendot.com.ph wrote:
Thank you Christian for your answer. How do OTRS will not generate/issue Ticket Number to unwanted email like spam mail???
Thats also not possible :(. If a mail reaches the ticket system, a new ticket is opened and a ticket number is assigned to this ticket. Its to late to fight against SPAM in this part of the processing.
A good setup would sort out spam mails before they reache the ticket system. You could install spamassassin for example and let this package check all your incomming mails. If they are marked as spam, a header entry is added. Now you can setup a PostMaster Filter rule ind OTRS an tell the system, that all mails with the spam header of spamassassin should be ignored by the system, just set the X-OTRS-Ignore header with the filter rule. With this header the mail is completely ignored and the mail will never reach the ticket system, no new ticket will be created. Or, if you not want to delete spam mails without watching them, you could let them sort in to a specific queue, just set the X-OTRS-Queue header in the filter rule. Such a setup with spamassassin is possible with pop3 accounts (you can use the pre PostMasterFilter) or if you recive your mails directly via the PostMaster.pl script.
Best regards, Christian
-- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!
On 7/20/05, Christian Schoepplein
A good setup would sort out spam mails before they reache the ticket system. You could install spamassassin for example and let this package check all your incomming mails. If they are marked as spam, a header entry is added.
You could also use a system such as TMDA[1], with an appropriate white-list [1]: http://tmda.net/
participants (3)
-
Christian Schoepplein -
Matt Hope -
mbesponga＠greendot.com.ph