Close Tickets Automatically

[kwolf]

Hello,

i am facing a little convenience Issue with my OTRS 5s Installation, it is retrieving Mails from a Exchange Mailbox and creating Tickets, which is nice.
But there are some Status Mails that are created from Devices such as Firewalsl, like 5 Second Internet Downtimes or something similar, and now for each of this Mails a Ticket is created and must be closed manually, in some Cases the Devices send a "error" Ticket and one second later a "status update" which create a Ticket each.

Is there any way to automatically close such Tickets, i cant seem to get it to work with Postmaster Filters because i dont know how the Follow-Ups in OTRS Work. Is there any good Documentation to this Topic?

Any help would be nice

best Regards
Kevin Wolf

[reneeb]

Maybe https://github.com/OTRS/SystemMonitoring is something that fits your needs. That addon checks incoming mails and it tries to add followup mails to existing (open) tickets and close them... After installation, you have to configure the postmaster filters in the SysConfig.