Hello
Is there a way to disable ticket creation by a customer through email?
But followups to existing tickets are allowed to still be imported through email.
Just creation by email should not be allowed.
How can I do this the best?
It would be nice if OTRS is able to send an email (autoreponse/ticket notification) to the ticket creator if a ticket has been created through email (we would like to send an automatic email to the customer warning them to create a ticket through the customer portal, and not via email).
My first idea was a seperate queue where the ticket would be created.
Then a ticket notification would go out for ticketcreation in this seperate queue with the warning and more info.
Then a generic agent would move this ticket to the junk queue (where I have another generic agent rule that deletes tickets in this queue).
Is there a better way that I'm missing?
Thanks
SOLVED - Disable ticket creation through email
Moderator: crythias
SOLVED - Disable ticket creation through email
Last edited by JHS on 09 Mar 2020, 17:22, edited 1 time in total.
OTRS 6.0.5
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root
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- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
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Re: Disable ticket creation through email
Hi,
Check the SysConfig for PostMaster::PreFilterModule###3-NewTicketReject
- Roy
Check the SysConfig for PostMaster::PreFilterModule###3-NewTicketReject
- Roy
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Use a test system - always.
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Do you want to contribute or want to know where it goes ?
Re: Disable ticket creation through email
Hello Roy
Thank you for your response.
I just checked the configuration option and I think that this will cover my use case.
I just have 2 questions regarding this configuration option (see attachment):
(1) Are you obligated to enter a 'from' email address or can I remove/change this line? Because I want to reject all mails that don't have a ticketnumber in the subject.
(2) Can I edit this option from 'From' to 'To' and insert our helpdesk email address?
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OTRS 6.0.5
-
root
- Administrator
- Posts: 4251
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Disable ticket creation through email
Hi,
Or like this: - Roy
It's a regular expression, just enter .* to match all values in From.
Yes
Or like this: - Roy
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Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Re: Disable ticket creation through email
Perfect, this is exactly what I needed. Thanks!
OTRS 6.0.5