Postmaster - Filtering regular emails from otrs replys

[Romaing]

Hi !

So what i'm trying to setup seems easy: i'd like to setup a postmaster filter to authorize only one particular way for an email sent by the customer to an agent to be processed by OTRS.

Might not be clear...
Customer can only create a ticket via the webpanel, never by email.
After ticket creation, email get sent to both agent and customer to warn them.
If customer decides to follow up by responding to the email instead of going again in the webpanel, then the ticket in OTRS will receive a follow up and the agent will receive an email for the followup.

Any other email sent to the agent must never appear in OTRS (because it's still a small company, so the agents emails will be used for everything: company stuff, personal stuff, and OTRS.

Right now when a customer receives a ticket creation acknowledgement, it's in the form of

[Ticket#2012050100] RE: email title

THIS CAN change, if it helps with email filtering later.

What do i need to do to let only this situation happen ?
Bear in mind you cannot count at all on the customer to add some kind of otrs header

In the postmaster filter, i can't find something like a X-Ticket ID filter, basically everything else though.

Best regards,
Romain

[crythias]

So, you want to [reject/discard] new tickets via email.

Take a look at Edit Config Settings in Ticket -> Core::PostMaster
PostMaster::PreFilterModule###3-NewTicketReject
Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.

See other examples. You might have to *match* something, so consider matching "@" in From: or "."