SOLVED: Reject Tickets From Unauthorized Senders

[davidbann]

Hi there,

We have been providing support to one of our customers for a while now - their employees would submit tickets directly to us. They now want to change this, and want all tickets to be submitted by their own internal shared service team. They want us to enforce this by rejecting any tickets sent by someone other than the specified email addresses... They want an auto-response to be sent telling the user the correct procedure for logging a ticket.

So john@company.com and sue@company.com are allowed to create tickets. If richard@company.com sends us an email, the system should automatically reject their mail and send them an auto-response informing them to contact John or Sue.

Is this possible?

If I use PostMaster Filters, then no auto-response will be sent - emails will only be ignored, which we don't want. I don't think Generic Agent can filter by "from" for a negative search (e.g where NOT = john@company.com and NOT = sue@company.com), so that won't work.

Any ideas?

[crythias]

I'd like to suggest those emails go to a queue that rejects tickets (autoresponse "thanks but no thanks"). I don't have it all in my head, yet, but that's the beginning of the thought process.

[davidbann]

Thanks Crythias,

I used your suggestion and did the following:

- Created a new queue for the client called "Client::Rejected"
- Created a new auto-response (auto reply):

REJECTED: <OTRS_CUSTOMER_SUBJECT[24]>

Hi <OTRS_CUSTOMER_DATA_UserFirstname>,

Please note that your email will NOT be attended to.

As per XXX change control policy, all support tickets must be logged by either XXXXXX or XXXXXX. Contact either one of them with your request - if approved they will log a ticket with us.

We apologise for any inconvenience caused.

Regards,
...

- Assigned the auto-response to the new queue
- Created a new PostMaster filter:

Filter From: ^((?!.*john@company.com|sue@company.com).)*$
Filter To: company.support@domain.com (This is the email address that this client uses for support)

Change X-OTRS-QUEUE to "Client::Rejected" (this is the name of your new rejected queue)

- Finally I created a new GenericAgent:

Scheduled for every 10 minutes
Filter Queue: Client::Rejected
Filter State: new, open
Filter Create Times: created last 30 minutes

Action Set State: closed

This works perfect for me - hope it helps someone else...