Automatically reject tickets
Hi, We're setting up a system to exclusively deal with mails coming from some web forms. If people try to mail OTRS directly, we want to reject that ticket and send them a reply to please use the forms instead of mailing directly. I can use a postmaster filter to direct these mails to a specific queue, an auto reply on the queue and set up a generic agent to delete these tickets on a regular basis. This works with one major problem for me: The auto reply includes a ticket number in the subject line. Is there a smarter way of doing this? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95
Guten Tag Lars Jørgensen, am Freitag, 23. Mai 2008 um 11:17 schrieben Sie: LJ> Is there a smarter way of doing this? Unfortunately, no. See: http://bugs.otrs.org/show_bug.cgi?id=2478 You can try to reopen the bugreport... -- Mit freundlichen Grüßen André Bauer monotek@gmx.net System: Ubuntu 8.04.1/Apache 2.2.8-MOD_PERL/MySQL 5.0.51a/ OTRS 2.2.6
Guten Tag Lars Jørgensen, am Freitag, 23. Mai 2008 um 11:17 schrieben Sie: LJ> Is there a smarter way of doing this? Unfortunately, no. See: http://bugs.otrs.org/show_bug.cgi?id=2478 You can try to reopen the bugreport... -- Mit freundlichen Grüßen André Bauer monotek@gmx.net System: Ubuntu 8.04.1/Apache 2.2.8-MOD_PERL/MySQL 5.0.51a/ OTRS 2.2.6
Lars Jørgensen wrote:
We're setting up a system to exclusively deal with mails coming from some web forms. If people try to mail OTRS directly, we want to reject that ticket and send them a reply to please use the forms instead of mailing directly.
I can use a postmaster filter to direct these mails to a specific queue, an auto reply on the queue and set up a generic agent to delete these tickets on a regular basis. This works with one major problem for me: The auto reply includes a ticket number in the subject line.
Is there a smarter way of doing this?
I suggest setting up procmail in front of OTRS. You can use that to determine whether mail should be accepted by OTRS or use an autoresponder and keep the ticket from entering OTRS at all. Google around for more info on procmail filtering and setting up an autoresponder. Nils Breunese.
Hi Nils,
I suggest setting up procmail in front of OTRS. You can use that to determine whether mail should be accepted by OTRS or use an autoresponder and keep the ticket from entering OTRS at all. Google around for more info on procmail filtering and setting up an autoresponder.
OTRS is fetching mail from Exchange by POP3. Is procmail an option in that kind of setup? -- Lars
Lars Jørgensen wrote:
I suggest setting up procmail in front of OTRS. You can use that to determine whether mail should be accepted by OTRS or use an autoresponder and keep the ticket from entering OTRS at all. Google around for more info on procmail filtering and setting up an autoresponder.
OTRS is fetching mail from Exchange by POP3. Is procmail an option in that kind of setup?
See chapter 7.2 'Receiving emails' for the different ways to setup OTRS to receive emails. Are you using PostMasterPOP3.pl now (7.2.1)? You may need to switch to the method outlined in section 7.2.3 and setup fetchmail to retrieve the emails and have them processed by procmail. Nils Breunese.
Hi Nils,
See chapter 7.2 'Receiving emails' for the different ways to setup OTRS to receive emails. Are you using PostMasterPOP3.pl now (7.2.1)? You may need to switch to the method outlined in section 7.2.3 and setup fetchmail to retrieve the emails and have them processed by procmail.
Thanks, I'll pursue this. In the meantime, under what circumstances is the "auto reject" answer used on a queue? -- Lars
participants (3)
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André Bauer -
Lars Jørgensen -
Nils Breunese (Lemonbit)