auto responses to non-registered customers

[JamesHottinger]

Hi

could someone please let me know of the easiest way to have the following process:

email is received but an un-registered customer > an auto response is then returned to them informing that their query cannot be dealt with as they are not registered in the customer database which includes details of registering via customer portal etc.

however, i do not want the ticket to be auto logged at all.

someone will tell me it is a simple setting but i just cant find it!

Thanks

[Giulio Soleni]

Hi,
I am not sure if you would like to avoid opening tickets via mail at all (for all customers) or for unregistered customers only.
The 1st option is not so difficult to setup, while there could be some "logical" concerns in the implementation of the second.
In steps I can explain how I setup our OTRS system to reject any attempt to open a ticket via email (letting only registered customers to open ticket via web console only).

The basic concept is that all the incoming mails are redirected in the junk queue and a Generic job deletes all the ticket found there every 30 min.
In details:

1. set up of the mail account:
ADMIN > [Email Settings] - PostMaster Mail Accounts
* Dispatching: Dispatching by selected Queue
*Queue: Junk

2. set up a new auto response:
ADMIN > [Queue Settings] - Auto Responses
* Name: automatic reject (on ticket opened via email)
* Subject: REQUEST REJECTED
* Response:
Warning!
Your request has been automatically rejected by the OTRS system.

Description:

<OTRS_CUSTOMER_EMAIL[15]>

To open a new ticket request, please login to the portal:
<OTRS_CONFIG_HttpType>://<your_OTRS_site>/<OTRS_CONFIG_ScriptAlias>customer.pl
with your personal authentication credentials.

Thank you.

3. set up Junk queue with the auto response just defined:
ADMIN > [Queue Settings] - AutoResponses <-> Queues
- select Junk queue
- Change "auto reply" settings: "automatic reject (on ticket opened via email)"
- Update

4. define a generic job running every 30 min (you may of course change this scheduling) to delete every ticket found in Junk
ADMIN > System Administration - GenericAgent
* Job Name: Delete Junk Tickets every 30 mins
Schedule minutes: 00 and 30
Schedule hours: all
Schedule days: all

Ticket Filter > Queue: Junk

Ticket Commands > Delete tickets: Yes

- Save

And that's should be all.
This way you do not allow anymore ANY (and I repeat any) customer to create a new ticket directly via email.
Of course the email exchange for updates of already opened tickets will continue (in both directions, from customers to support agents and viceversa): the email that the system intercepts and that contains a reference to the Ticket# in the subject are automatically detected and treated as regular updates.

Hope this helps,
Giulio