We have a requirement where a specific customer has asked that only certain people int heir organization should be allowed to log tickets. Any other people that try tro log tickets through email should be rejected.
To do this, I have created a PostMaster filter:
Basically the above means that only john@customer1.com, sue@customer1.com and fred@customer1.com will be allowed to create new tickets if they send an email to customer1.xxx.support@domain.com or customer1.yyy.support@domain.com. If anyone else send an email to these addresses, then their ticket will be sent to the Rejected queue.Stop after match = Yes
FILTER CONDITION
Header 1: From = ^((?!.*john@customer1.com|sue@customer1.com|fred@customer1.com).)*$
Header 2: To = ^((?!.*customer1.xxx.support@domain.com|customer1.yyy.support@domain.com).)*$
SET EMAIL HEADERS
Header 1: X-OTRS-Queue = Customer::Rejected
We have 1 email address, with multiple aliases. For example, the main address is support@domain.com and then we have a different alias for each queue and customer. (customer1.xxx.support@domain.com, customer2.xxx.support@domain.com, etc.)
This seems to work with the following exceptions:
- If someone who should be rejected sends an email and CC's someone who IS allowed to send, then it allows the creation of the ticket. (E.g., naughtyperson@customer1.com sends an email to customer1.xxx.support@domain.com and CC's john@customer1.com). THis should reject the ticket, but it allows it.
- If susan@customer2.com send an email to support@k5erp.com then their ticket is rejected, but it should not be.
Thanks