Ignore / Block response from Customers

[SLESSARD]

Hi all, we are using the response feature at various point in time during the life of a ticket to get approval and/or more information. But responses are sent when needed and when response is received we want to block other incoming responses simply because our client tend to update / change their request all the time.

Here's a simple flow of how we use Response

1- Customer send a request to update content of website;
2- Request is received and assigned;
3- Request is implemented in DEV environment;
4- Response is sent to Customer to validate content update;
5- Response is received to Approve or Not Approve content;
6- Once approved, request is sent for Quality Assurance;
7- Once QAed, request is sent to Production;
8- Request closed - notification sent

Customer have figured out they can update their submitted ticket using notifications received or simply sending an email to our postmaster and include the ticket number. What I want to control is the response from Customer to be accepted only at step 5. If they try to send an update to the ticket when a response has not been sent by an agent, the response will be ignored.

Currently playing around with the filter and using the x-otrs-ignore tag but just wondering if the Pros out their have an idea of how I could make this work?

[SLESSARD]

No hint ... any solution that could lead me to controlling customers response would help!

[Wolfgangf]

you could use a postmaster filter to catch this mails and set X-OTRS-Ignore to yes

[SLESSARD]

Funny I am playing with the feature right now!
Works good but going through more testing ... will need to set the flag back to no should we need to send the ticket back for a second round of approval.

The main goal is the allow response only if we need it

Originally I was hoping the Follow up Option: under each queue was going to help but that only works for ticket with closed state

[SLESSARD]

No luck ... still!!

More I test the more I realize that update to ticket via email from Customer should permanently be Off ... and manually set to On when sending a ticket over for Client update. As soon as response is received it flips back to Off (easy via Filter)

Let's say I have a FreeTextField Allow = Yes/No options ... default being No (set per ticket)
Is there any way I can set otrs to Ignore = Yes unless otherwise set by the agent (Allow = yes until response is received) ??

I know strange request but our shop doesnt want Customers to update tickets as soon as ticket is submitted to the Agents unless requested otherwise by the Agent