how to recieve new tickets only by phone, updates by email?

[griffin]

Hi,
how can i ignore all emails that dont have a ticket number but if an email comes with a ticket number add its info.

If i add the email account it grabs every email as a ticket.

Thanks.

[reneeb]

Adminarea -> Postmaster filters

=> search for "subject" negate regex "\A\[Ticket#" (without quotes)
=> set X-OTRS-Ignore to "yes"

[crythias]

or, a bit nicer, dump incoming tickets to a "Junk" queue with autoresponder "We don't accept new tickets by email. Fill the form online at ..." and then generic agent autoclose Junk tickets every 10 minutes.

[griffin]

thanks!
that did the trick.

i used negate ".*\[Ticket#\d+\]" without quotes

[crythias]

but you don't need that...

tickets with ticket numbers will stay in the queue they're in. :)