Automatic rejection if cc'd

[WarrenB]

We have a number of customers that are cc'ing our helpdesk address in their emails.
They often cc other people as well and we end up with tons of new tickets created if they reply to the original email.

I would like a way to:
1. Reject any emails that are cc'd (or bcc'd) to our helpdesk address.
2. Send an email advising the sender that their email was rejected.

I have a solution in place but it is not ideal:
1. I filter the email to a specific queue (only for cc though)
2. The queues responds with a auto-reply (but also opens up a new ticket - which is then included in the subject line).
3. The ticket is then closed automatically using a generic agent that runs every 5min.

Is there a way to use to use the X-OTRS-headers to reject the email so that an email still goes out?
X_OTRS ignore does work to reject completely - but then there is no response.

[crythias]

Edit Config Settings in Ticket -> Core::PostMaster
[x] PostMaster::PreFilterModule###3-NewTicketReject
Match ->
CC | @domain.com

and the next 3 entries.

Haven't tested, but seems relevant.

[WarrenB]

Thanks for the info - I will look into that during the week.
In terms of the response I presume it will use "PostMaster::PreFilterModule::NewTicketReject::Body" etc for the message that goes back to the sender?

I have also found that some customers are including other people in the TO field (which creates the same problem).
I was going to use a simple regular expression .*@.*@ to scan to TO field to see if more than one address is included.

So I will end up with 2 criteria that could be matched in order to reject:
1. Email sent TO more than one person... TO | *@.*@
2. or Email sent CC | helpdeskaddress@mydomain

I do not think PostMaster::PreFilterModule###3-NewTicketReject will it be able to handle the multiple criteria (they are "OR" not "AND").
So will probably need a more complicated filter just using a regular expressions on the TO field.

[WarrenB]

I am using this as the regular expression to check the TO field:
(?!helpdeskaddress@mydomain)|(.*@.*@)

Any ideas on how to make this case-insensitive (I'm not sure what Perl accepts as flags)?

[crythias]

Look for [, ;] perhaps, unless someone might show up as Doe, Jr.