You might be successful at filtering that email at the mailbox rather than OTRS or PostmasterFilter X-OTRS-Ignore. On Tue, Aug 23, 2011 at 5:34 PM, Robert Poreba

wrote:

Hi Muhammad,****

** **

Yes, this would work but it would have some implications.****

We have multiple queues defined on the system and monitored by different teams. Tickets from that customer can be in any of those queues so I would need to create multiple sub-queues with no followup.****

This would be hard to manage.****

Thanks ****

Robert****

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Muhammad El-Sergani *Sent:* 23 August 2011 21:27 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Use Postmaster to disable call re-opening on followup****

** **

Hello Robert,

Why not create a specific queue for that customer, and disable follow-ups?

On Tuesday, August 23, 2011, Robert Poreba wrote:

...

Hi All,

I'm wondering if there is a way to use Postmaster filter to prevent calls from re-opening after follow up is received.

I like the re-opening feature but I would like to disable it for one particular customer. The reason is that when we log calls in otrs, the email from otrs logs a call on the other system. Now when we close the call before they do, their closure notification re-opens our call..

-- Thanks a lot, Robert

-- ****

** **

//M****

** **

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Thanks Gerald, However I don't really want to ignore those emails and ideally I still want to append them to the ticket in OTRS, but without re-opening the closed ticket (and without closing the open one). Not an easy one to do I guess.. -- Regards, Robert On Tue, Aug 23, 2011 at 11:54 PM, Gerald Young wrote:

You might be successful at filtering that email at the mailbox rather than OTRS or PostmasterFilter X-OTRS-Ignore.

On Tue, Aug 23, 2011 at 5:34 PM, Robert Poreba < poreba.robert@googlemail.com> wrote:

...

Hi Muhammad,****

** **

Yes, this would work but it would have some implications.****

We have multiple queues defined on the system and monitored by different teams. Tickets from that customer can be in any of those queues so I would need to create multiple sub-queues with no followup.****

This would be hard to manage.****

Thanks ****

Robert****

** **

*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Muhammad El-Sergani *Sent:* 23 August 2011 21:27 *To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Use Postmaster to disable call re-opening on followup****

** **

Hello Robert,

Why not create a specific queue for that customer, and disable follow-ups?

On Tuesday, August 23, 2011, Robert Poreba wrote:

...

Hi All,

I'm wondering if there is a way to use Postmaster filter to prevent calls from re-opening after follow up is received.

I like the re-opening feature but I would like to disable it for one particular customer. The reason is that when we log calls in otrs, the email from otrs logs a call on the other system. Now when we close the call before they do, their closure notification re-opens our call..

-- Thanks a lot, Robert

-- ****

** **

//M****

** **

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