Notification for rejected ticket

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n123
Znuny newbie
Posts: 7
Joined: 18 Oct 2013, 05:51
Znuny Version: OTRS 3.2.11

Notification for rejected ticket

Post by n123 »

i want to send a notification to the customers whose
email has an invalid subject format, so ticket cant be created
and for those customers whose their ticket request is invalid, thanks for the help
so much appreciated..
Im using OTRS Version 3.2.11
crythias
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Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
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Re: Notification for rejected ticket

Post by crythias »

You could use a postmaster filter or look at viewtopic.php?f=60&t=6586
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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n123
Znuny newbie
Posts: 7
Joined: 18 Oct 2013, 05:51
Znuny Version: OTRS 3.2.11

Re: Notification for rejected ticket

Post by n123 »

crythias wrote:You could use a postmaster filter or look at viewtopic.php?f=60&t=6586
i already filter the mails. I just need the notification, I want to notify the sender that his/her request ticket is a valid or invalid.
Im using OTRS Version 3.2.11
crythias
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Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
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Re: Notification for rejected ticket

Post by crythias »

Send bad tickets to a queue with appropriate auto response, followed by generic agent delete tickets in bad ticket queue.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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n123
Znuny newbie
Posts: 7
Joined: 18 Oct 2013, 05:51
Znuny Version: OTRS 3.2.11

Re: Notification for rejected ticket

Post by n123 »

crythias wrote:Send bad tickets to a queue with appropriate auto response, followed by generic agent delete tickets in bad ticket queue.
im sorry please elaborate.
I use this setting in post master filter
Postmaster Filter:

* Stop after match: No

Filter Condition
Header 1:Subject
Value 1: ^((?!(TSC-CAB\sACTIVITY\sREQUEST)).)*$

Set Email Headers
Header 1:X-OTRS-Ignore
Value 1: True

it ignores ticket with invalid subject format. now, I want to notify the sender that his/her ticket request has been created (if his/her request is with a valid subject format) and his/her request is invalid (if his/her request is with an invalid format).
I want the auto reply. Please help me..
This is so much appreciated. thank you :( :( :(
Im using OTRS Version 3.2.11
crythias
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Posts: 10170
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
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Re: Notification for rejected ticket

Post by crythias »

Don't ignore it. Send it to its own queue that has an autoresponse that says, "Your ticket has been rejected."
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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n123
Znuny newbie
Posts: 7
Joined: 18 Oct 2013, 05:51
Znuny Version: OTRS 3.2.11

Re: Notification for rejected ticket

Post by n123 »

crythias wrote:Don't ignore it. Send it to its own queue that has an autoresponse that says, "Your ticket has been rejected."
thanks a lot this is a big help
Im using OTRS Version 3.2.11
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