PostMaster Filter

[tnieman]

I found this in the OTRS Documentation for Postmaster Filter

In Table 5.4 from http://doc.otrs.org/3.0/en/html/adminar ... ilter.html

Name: X-OTRS-State:
Possible values: new, open, closed successful, closed unsuccessful, ...
Description: Sets the next state of the ticket.

X-OTRS-State is an available choice in the Filter Condition section. Using it in the Filter Condition will Set the value????? That doesn't sound right.

What I want to accomplish is ignore "out of office" emails when the ticket is closed, so those emails don't reopen tickets, but allow them in if the ticket is open.

Is this possible??

Tom

[crythias]

X-OTRS-Ignore = 1

[tnieman]

Thanks, I have added the filter, but it's not stopping emails.

Stop After Match is set to No

Filter Condition: Header 1 = Body ([Oo][Oo][Oo]|[Oo][Uu][Tt]\s[Oo][Ff]\s[Tt][Hh][Ee]\s[Oo][Ff][Ff][Ii][Cc][Ee])
Filter Condition: Header 2 = Subject ([Oo][Oo][Oo]|[Aa][Uu][Tt][Oo][Mm][Aa][Tt][Ii][Cc]\s[Rr][Ee][Pp][Ll][Yy])
Filter Condition: Header 3 = X-OTRS-STATE closed

Set Email Headers: Header 1 = X-OTRS-IGNORE 1

So what I think I have coded is looking in Body for "ooo" or "out of the office" (any capitalization) AND looking in Subject for "ooo" or "automatic reply" (any capitalization) AND X-OTRS-STATE = "closed"

If this equates to true - ignore the ticket.

Automatic replies are still getting in and opening closed tickets. What am I doing wrong? I have tested the REGEX's on a web site and they seem to work properly.

[crythias]

1) Filter conditions are AND
2) X-OTRS-STATE closed will probably never match (closed sucessfully, perhaps) and ... if you want it to work, you're looking for OOO in body and subject and the ticket being closed.
3) probably the OOO are consistently provided (case and content) so you may not need to look for this as thoroughly as you wish.

Also, check queue for closed ticket followups reject.

[reneeb]

+) I would write the conditions this way:

Code: Select all

(?i:ooo|out\s+of\s+office)

. The (?i:) makes the match case-insensitive
+) You check X-OTRS-STATE "closed" checks if the mail has a header field "X-OTRS-STATE" with value "closed". It does *NOT* check if the ticket is closed.
+) The value for X-OTRS-Ignore has to be "yes" or "true", not "1"
+) The DB Postmaster filters are run before a check is performed if the mail is a follow up to an existing ticket
+) Unfortunately there is no chance to run a postmaster filter after that check is done and before the followup/new ticket is created

=> You would have to create your own PostMaster filter module (with Perl) where you have to check for the related ticket and the state of that ticket yourself

[tnieman]

thanks - that is much easier to read.


Tom