Forward ticket to any domain

[wsouto]

Hi,

I did a system configuration on Framework::Core via a regex to only accept email from a specific domain (my company domain) to restrict customers from register with personal emails and it's working fine.

Now I wondering if there is a way that agents can forward tickets to any domain regardless the one that I restricted in the system, so there's a way to not check this email address restriction when forwarding a ticket?

Sorry if it's a common question, I did search the forum with no success and I'm pretty new to OTRS.

Thanks in advance,
Walter.

[crythias]

Assuming (?) you didn't make any changes to outbound email filtering, you shouldn't have a problem. Your original post makes it sound like you've only filtered inbound.

[wsouto]

Assuming (?) you didn't make any changes to outbound email filtering, you shouldn't have a problem. Your original post makes it sound like you've only filtered inbound.

I agree with you. It shouldn't be a problem. The only place that I touch was in Framework::Core::CheckEmailInvalidAddress which I put a value like "@((?!mycompany.com).)*$" and it's preventing customers from register with any other domain like it should and that's fine.

But when I try to forward a ticket to an external address like "anyone@gmail.com" then it show me an error message telling me to remove that address and use a valid one. I noted that the system searches for a customer I guess when I'm entering the address and the problem might be that the one that I'm trying to forward the ticket is not a customer in the system, but in the other hand I can't put this user in the system because that restriction also applies to the "Add Customer User" form too.

I understand that this might be the default behavior of the system and in that case there's nothing to do. I'll find a way to deal with this. But if there's something that I can do, even if it's mean to change something in the code, maybe you can point me to some direction and go from there.

Just to explain why I need this: it's because some internal agents of an especific department rely on an external company to realize some services and it will be nice to forward the ticket since the subject of the message carries the ticket number and so. It makes things easier to track even if the person cannot reply direct to the system but this is another problem. Now I'm not sure if it is the right way to deal with this situation.

Anyway, any feedback will be very welcome.

TIA,
Walter.

[wsouto]

I should've mentioned that when I use an address with the permited domain it sends it right way, even if the address does not belong to a registered customer.

[crythias]

Framework::Core::CheckEmailInvalidAddress

Yeah. that would be global. If you want to whitelist, use a postmaster filter instead.

Note that you probably should be filtering at your email account or spam filter (Accepted domains) but if you don't want to do that:

PostmasterFilter A: set all tickets to X-OTRS-IGNORE=1
PostmasterFilter B: match your domain and set X-OTRS-IGNORE=0 and [x] Stop processing more filters