Reject E-Mail-Ticket if Company is invaliud

[mkarg]

We noticed that OTRS 3.3 is creating E-Mail-Tickets even if the company is shown as "invalid" or "temporarily invalid" in the customer list.

We would like to change this, so in case a customer working for an "invalid" or "temporarily invalid" company cannot create a new E-Mail-Ticket anymore. Instead, he shall get an automatic reply using an E-Mail-template.

How can we customize OTRS to detect "invalid" and "temporarily invalid" companies?

[crythias]

There was an old post of mine indicating how to do this, but I have doubts of its current validity.

[mkarg]

Thanks a lot! Your answer implies that there is no solution besides modifying the source code of OTRS. I hoped that due to the existence of the "valid" flag at the company record, there might be a way to simply configure OTRS instead. I mean, what is that flag good for if OTRS does not reference it at ticket creation? Maybe we could at least set up a post master filter to put tickets for invalid companies in a different queue as a workaround, but how to detect "invalid customer" in the post master filter?

[crythias]

what is that flag good for if OTRS does not reference it at ticket creation? Maybe we could at least set up a post master filter to put tickets for invalid companies in a different queue as a workaround, but how to detect "invalid customer" in the post master filter?

The flag is for whether the agents can manually create a ticket for that customer, or if that customer has the ability to login.

As for invalid customers via email, the system is defaultly configured to assume that all received emails are tickets, spam included. It would be better (?) to block unwanted email pre-OTRS as OTRS is not a spam filter or mail handler app.