[SOLVED] OTRS against mail repeated

[klausneil]

Hi i have a little question, is if anybody send 10 email with the same content (the address is valid), seems absurd but if it did, that action could be taken in this case? thank you very much.

[Wolfgangf]

you'll want to "Merge to oldest ..." these tickets on the GUI with Bulk action in Queue view

[klausneil]

Hi i dont understart, but i want that otrs deny the reception of email repeated with the same content.

[jojo]

thats not possible

[reneeb]

You have to write an postmaster filter that checks for "doubled" content and sets the "X-OTRS-Ignore" flag to "yes". But is this really what you want? Are you sure that it's impossible that two mails with same content are valid (e.g. system monitoring can send mails with same content or users that fill some webforms or ...)?

[klausneil]

Is perfect. thanks, yes this is really it what wanted, I spend a case that a customer sent an email and when get 6 email duplicates, even so many thanks for the idea I will implement it. regards.

[klausneil]

Hi reneeb today I did a test but I lack a condition could give me a help, attached to the image. thank you very much

01.png

[reneeb]

Hi klausneil,

it's not possible to check for doubled content with such Postmaster filters. You have to write an Perl module and enable the filter in your config (see http://doc.otrs.org/3.1/en/html/email-r ... ing-filter)

[klausneil]

Hi i don't understand, first you tell me to do a postmaster filter and now you tell me that's not possible?

You have to write an postmaster filter that checks for "doubled" content and sets the "X-OTRS-Ignore" flag to "yes". But is this really what you want? Are you sure that it's impossible that two mails with same content are valid (e.g. system monitoring can send mails with same content or users that fill some webforms or ...)?

I just want to block this type of delivery mail

100.png

[jojo]

rene already mentioned that you need to "write" a postmaster filter. Which means that you need to develop this kind of filter. It is not possible to do yo via GUI

[reneeb]

There are two "types" of postmaster filters. Those created via the GUI (Admin area -> PostMaster Filters) and those that are Perl modules.

The filter you need looks like this:

Code: Select all

# --
# Kernel/System/PostMaster/Filter/RejectDoubledContent.pm - sub part of PostMaster.pm
# Copyright (C) 2012 Perl-Services.de
# --
# $Id: NewTicketReject.pm,v 1.20 2012/11/20 15:52:12 mh Exp $
# --
# This software comes with ABSOLUTELY NO WARRANTY. For details, see
# the enclosed file COPYING for license information (AGPL). If you
# did not receive this file, see http://www.gnu.org/licenses/agpl.txt.
# --

package Kernel::System::PostMaster::Filter::RejectDoubledContent;

use strict;
use warnings;

use Kernel::System::Ticket;
use Kernel::System::Email;

use vars qw($VERSION);
$VERSION = qw($Revision: 1.20 $) [1];

sub new {
    my ( $Type, %Param ) = @_;

    # allocate new hash for object
    my $Self = {};
    bless( $Self, $Type );

    $Self->{Debug} = $Param{Debug} || 0;

    # get needed objects
    for (qw(ConfigObject LogObject DBObject MainObject)) {
        $Self->{$_} = $Param{$_} || die "Got no $_!";
    }

    $Self->{TicketObject} = Kernel::System::Ticket->new(%Param);
    $Self->{EmailObject}  = Kernel::System::Email->new(%Param);

    return $Self;
}

sub Run {
    my ( $Self, %Param ) = @_;

    # check needed stuff
    for (qw(JobConfig GetParam)) {
        if ( !$Param{$_} ) {
            $Self->{LogObject}->Log( Priority => 'error', Message => "Need $_!" );
            return;
        }
    }

    # Search for tickets with the same subject, sender and body
    my %MailParams = %{ $Param{GetParam} || {} };
    my @TicketIDs = $Self->{TicketObject}->TicketSearch(
        From => $MailParam{From},
        Subject => $MailParam{Subject},
        Body     => $MailParam{Body},
    );

    # ignore mail if tickets with the same params are found
    if ( @TicketIDs ) {
        $Param{GetParam}->{'X-OTRS-Ignore'} = 'yes';
    }

    return 1;
}

1;

And add this to your Config.pm:

Code: Select all

    $Self->{'PostMaster::PreFilterModule'}->{'0001-DoubledContent'} = {
        Module => 'Kernel::System::PostMaster::Filter::RejectDoubledContent',
    };

(all untested)

[klausneil]

sory but " $Self->{'PostMaster::PreFilterModule'}->{'0001-DoubledContent'} = {
Module => 'Kernel::System::PostMaster::Filter::RejectDoubledContent',
};0"

I can add it anywhere or on a specific line .

[reneeb]

You can add it anywhere within the sub Load

[klausneil]

Excuse my ignorance, but I have that create a file perl with name example RejectDoubledContent.pm in the following path /opt/otrs/Kernel/System/postmaster/Filter/RejectDoubledContent.pm and after this in Config.pm add the line

$Self->{'PostMaster::PreFilterModule'}->{'0001-DoubledContent'} = {
Module => 'Kernel::System::PostMaster::Filter::RejectDoubledContent',
};

The problem is that no exist the path /opt/otrs/Kernel/System/postmaster/Filter

[jojo]

try uppercase for postmaster...

[klausneil]

Hi sorry but I already tried and no exits

root@was:~# ls /opt/otrs/Kernel/
Config/ cpan-lib/ Modules/ System/
Config.pm GenericInterface/ Output/
Config.pm.bak Language/ Scheduler/
Config.pm.dist Language.pm Scheduler.pm

any idea please my otrs i 3.1.10

[jojo]

Kernel/System not Kernel...

[klausneil]

Thanks jojo thanks thanks for your help create achieved thank you so much

[rainmaker]

Hi, want to use this script, but it doesnt work for me.
I still receive identical emails,

I use otrs 3.20.rc1

[reneeb]

Can you post two sample mails?

[rainmaker]

I send 1 message with subject "DP16" and body "DP16", then i send another message with this subject and body. Second message have not been ignored and i've got 2 tickets.


This is my thunderbird log.

Code: Select all

From - Wed Feb 27 14:05:04 2013
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00800000
X-Mozilla-Keys:                                                                                 
Message-ID: <512DDA4A.5080504@hotmail.com>
Date: Wed, 27 Feb 2013 14:04:58 +0400
From: =?UTF-8?B?0JLQsNC70LXRgNC40Lkg0JzQsNC70LjQutC+0LI=?=
 <v.malikov@hotmail.com>
User-Agent: Mozilla/5.0 (X11; Linux x86_64; rv:17.0) Gecko/20130221 Thunderbird/17.0.3
MIME-Version: 1.0
To: one@maryno.net
Subject: DP16
Content-Type: text/plain; charset=UTF-8; format=flowed
Content-Transfer-Encoding: 7bit

DP16
From - Wed Feb 27 14:05:21 2013
X-Mozilla-Status: 0001
X-Mozilla-Status2: 00800000
X-Mozilla-Keys:                                                                                 
Message-ID: <512DDA5C.2030102@hotmail.com>
Date: Wed, 27 Feb 2013 14:05:16 +0400
From: =?UTF-8?B?0JLQsNC70LXRgNC40Lkg0JzQsNC70LjQutC+0LI=?=
 <v.malikov@hotmail.com>
User-Agent: Mozilla/5.0 (X11; Linux x86_64; rv:17.0) Gecko/20130221 Thunderbird/17.0.3
MIME-Version: 1.0
To: one@maryno.net
Subject: DP16
Content-Type: text/plain; charset=UTF-8; format=flowed
Content-Transfer-Encoding: 7bit

DP16

[reneeb]

Can you add

Code: Select all

$Self->{LogObject}->Log( Priority => error => Message => sprintf "%s // %s // %s", $MailParam{From}, $MailParam{Body}, $MailParam{Subject} );

Before the line where TicketSearch is called? Then "import" the two mails again and post the debug output.

[rainmaker]

Code: Select all

Thu Feb 28 13:54:49 2013 	notice 	OTRS-CGI-10 	IMAP: Fetched 2 email(s) from one@maryno.net/mail.maryno.net.
Thu Feb 28 13:54:48 2013 	notice 	OTRS-CGI-10 	New Ticket [2013022810000231/DP30] created (TicketID=1246,Queue=test_one,Priority=3 normal,State=new)
Thu Feb 28 13:54:48 2013 	notice 	OTRS-CGI-10 	Take UserCustomerID (v.malikov@hotmail.com) from customer source backend based on (v.malikov@hotmail.com).
Thu Feb 28 13:54:48 2013 	notice 	OTRS-CGI-10 	Take UserLogin (v.malikov) from customer source backend based on (v.malikov@hotmail.com).
Thu Feb 28 13:54:48 2013 	error 	OTRS-CGI-10 	Need UserID or CustomerUserID params for permission check!
Thu Feb 28 13:54:48 2013 	error 	OTRS-CGI-10 	Валерий Маликов <v.malikov@hotmail.com> // DP30
Thu Feb 28 13:54:48 2013 	notice 	OTRS-CGI-10 	New Ticket [2013022810000222/DP30] created (TicketID=1245,Queue=test_one,Priority=3 normal,State=new)
Thu Feb 28 13:54:48 2013 	notice 	OTRS-CGI-10 	Take UserCustomerID (v.malikov@hotmail.com) from customer source backend based on (v.malikov@hotmail.com).
Thu Feb 28 13:54:48 2013 	notice 	OTRS-CGI-10 	Take UserLogin (v.malikov) from customer source backend based on (v.malikov@hotmail.com).
Thu Feb 28 13:54:48 2013 	error 	OTRS-CGI-10 	Need UserID or CustomerUserID params for permission check!
Thu Feb 28 13:54:48 2013 	error 	OTRS-CGI-10 	Валерий Маликов <v.malikov@hotmail.com> // DP30 

[reneeb]

You have to pass "UserID => 1" to TicketSearch...

[rainmaker]

Thank you, it is working now.

Can you help me to add attachment verify to this code?

[reneeb]

Please be more specific and open a new thread!

If you want to implement more features I recomment to read the developer manual and/or hire someone...