[SOLVED] Reject Tickets without Agent Notification

[davecosta]

Hi Folks,
I'm running OTRS 3.2.7 and I'm experiencing this annoying issue.

I'm fetching emails using POP3 and delivering them in a TICKET TO BE PROCESSED Queue.

I've then configured email filters in order to check if email addressed to the system are correctly formatted.
I've got 5 filters:
1.There should be no CC
2.There should be a Subject (no Empty subject)
3.Subject must be less that 30 char
4.Mail shoud not be a Forward (No subject starting with Fwd:)
5.Final filter, moves to NEW TICKET Queue

The first 4 filters, if their condition is not Matched, move the ticket to the JUNK Queue where a Generic Operator Job closes the tickets with REMOVED state.

And I come to the iussue.

Actually if the ticket email doesn't match the required prerequisites (No CC, No Empty Subj, Sub <30 char, No Fwd) the Customer receive a REJECTED MESSAGE but I still receive the NEW TICKET NOTIFICATION.
I'd like to receive this notification only if tickets are correctly created.

Any help/hint/suggestion is highly appreciated.

Best regards

Dave

[jojo]

remove the "New Ticket" message from the SPAM Queue.

The reject message can only be used if the ticket is a follow up to a closed ticket and for the queue reject is used for handling follow ups to closed tickets.

[davecosta]

remove the "New Ticket" message from the SPAM Queue.

The reject message can only be used if the ticket is a follow up to a closed ticket and for the queue reject is used for handling follow ups to closed tickets.

Thank you for your answer.
I do not have the NEW TICKET Message configured for the TICKET TO BE PROCESSED Queue.

The "Reject" message I stated before is just a NEW TICKET MESSAGE for the SPAM Queue. When tickets are moved to that queue (and this is operated by Mail Filters) the NEW TICKET Message is fired saying "The ticket has not been created due to..."

Thank you

Dave

[jojo]

How do you trigger your "New Ticket message"?

[davecosta]

How do you trigger your "New Ticket message"?

With the ADMIN - AUTOMATIC ANSWERS <-> QUEUE options.
New Ticket Message is set only for NEW TICKET QUEUE (Not for TICKET TO BE PROCESSED Queue).

Dave

[jojo]

You wrote the agent receives an notification. So the agent should remove the SPAM Queue from the My Queues setting

[davecosta]

You wrote the agent receives an notification. So the agent should remove the SPAM Queue from the My Queues setting

That's clear now. I'll check it out immediately.

Thank's

Dave

[davecosta]

I've removed the two Queues (TICKET TO BE PROCESSED and JUNK) from MY QUEUES Settings of every Agent.
I'll check the setting out as soon as I'll receive a new ticket and give a feedback.

Dave

[crythias]

don't forget that you may pipe a sample mail through otrs.PostMaster.pl.

See the bottom of this post

[davecosta]

Hi all, just to inform you that my issue has been solved.
Thank's for contributing.

Regards

Dave