reopening of tickets

[dfoliveira]

Hello everyone,

I have an event in my environment where I receive a new call through emails "noreply @ <domain>", when that call is opened or changed I receive an email that enters the call, so far ok. but when I close the ticket the OTRS sends the email informing that the ticket has ended, when receiving the email my supplier responds informing that he does not receive email responses in the email "noreply @ ...." and that reply opens a new ticket in OTRS, because the queue is configured not to reopen the ticket but to create another one.

My question is, is there a way to create a blacklist of these emails so that OTRS doesn't send anything to him?

For the satisfaction survey, there is the blacklist and I already use it, but for the calls I did not find it.


Thanks.

[kropek]

I filter incoming messages by create:

otrs1.jpg

- *@domain.com
with

otrs2.jpg

- yes
or

otrs3.jpg

- yes

Try yourself