(conditionally) forbidding the creation of tickets via e-mail

Olivier Macchioni <[email protected]> Tue, 11 Oct 2016 16:55:57 +0200

Newsgroups	gmane.comp.otrs.user
Message-ID	<[email protected]>

Hello dear OTRS list,

I'm faced with the current challenge. For incoming e-mails read by OTRS (IMAP or POP), I need the following behaviour:

1- OTRS ticket number in the ticket -> add an article to the corresponding ticket, as usual

2- Whitelisted sender e-mail address -> create a new ticket, as usual

3- Other sender e-mail address -> send a specific e-mail to the sender, ie "You cannot create a ticket this way, please use our contact form" and don't record anything in OTRS

And do this only for certain specific IMAP / POP boxes...

It would possibly be acceptable to still accept the e-mails in the case (3) but move them to another queue or auto-close them.


This doesn't seem to be a feature available out-of-the box. Does anyone have an idea on how to manage such cases?

I'm thinking I could work with Kernel::System::PostMaster::Filter::CMD - the script would analyse if the mail falls in category (3) and if yes, set X-OTRS-Ignore

Of course to evaluate (1) I'll need to do some heuristics based on the format of the ticket... or connect to the OTRS DB and do a lookup, which is a bit more complex. but the heuristic should more or less work.

Would this be the best approach?... Any other suggestion?

Thanks,

Olivier

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