Ignore Out of office replies on CLOSED tickets

[jaro]

I have a problem with the tickets that are closed at the time when customer has set the "out of office" autoresponse mail.
I need to build a filter which would ignore such mails but ONLY in case the ticket is in status closed (succesfull or unsuccesfull). In such case ticket must NOT be reopened. The ticket can be reopened only if customer sends a mail intentionaly (not auto reply mail)
But in case out of office mails comes for open tickets I do not want to ignore such mail but see it as article from customer. (to know that he is out of office and cannot provide new info)
I want to do it this way ONLY for certain queues as we use common OTRS installation for different departments and they want to do it different way.
Has any of you got a solution?
Thanks
Jaro

[crythias]

viewtopic.php?f=60&t=24723

[jaro]

Hi
Thanks for info. I found this post as well but unfortunately I'm not able and not allowed to do any changes in system. I was looking for a solution that would be configured in OTRS admin settings where I do have full rights.

However, if this solution would cover my request I'll ask some people that have the rights to implement it.
Just to make sure, can this be applied only to tickets in certain queue?

Thanks
Jaro

[crythias]

Not out of the box, but certainly as part of the module, the ticket lookup can also look up queue and determine what to do.

[jaro]

Thanks.
Do you know if anybody has such solution?

[crythias]

I do not. I created the post because there wasn't (IMO) good enough answer for the original question.