How to only accept tickets from customers in your database

[crythias]

Kernel/System/PostMaster/NewTicket.pm around line 135 original code follows

Code: Select all

    # if there is no customer user found!
    if ( !$GetParam{'X-OTRS-CustomerUser'} ) {
        $GetParam{'X-OTRS-CustomerUser'} = $GetParam{SenderEmailAddress};
    }


Sample code to change:

Code: Select all

    # if there is no customer user found!
    if ( !$GetParam{'X-OTRS-CustomerUser'} ) {
            $Self->{LogObject}->Log( Priority => 'info', Message => "$_ not in database" );
            return;
    }


• Back up the file before editing
• This change can not be bypassed (you can never create a new ticket via email without being in the customer database) -- I think(?)
• If you want, you can change "info" to "notice" or "error" depending on how you want to log this message
• This change WILL get overwritten by updates.

Note: if you've seen this elsewhere, I removed the "no CustomerID" entry. This sub of NewTicket.pm is the check for all ways to get a CustomerUser. The last thing it tries is to see if there is an X-OTRS-CustomerUser entry. If that entry does NOT exist, the default code attempts to make a new CustomerUser from the SenderEmailAddress. The above change simply rejects the ticket and adds a log entry.

[ccpmz]

My OTRS 2.4.7 use Active Directory. OTRS allows the agents to create a ticket phone even when he types an invalid customer (from).
How can i do for customer check on tickets phone creation?

[diginin]

Should this be an option, rather then a hack? Try OTRS Team Ideasplease, if you feel so.

[MichaelR]

Posting this again!

I have written up a little addon to crythias' code that also sends a notification email to whomever you want. It also includes in an attachment the body and subject of the blocked incoming email.

1st Section: You need to add the email object definition in the 'sub new'

FILE: OTRS/Kernel/System/PostMaster/NewTicket.pm

Code: Select all

# get all objects
    for (qw(DBObject ConfigObject TicketObject LogObject ParserObject TimeObject QueueObject)) {
        $Self->{$_} = $Param{$_} || die 'Got no $_';
    }

    $Self->{CustomerUserObject} = Kernel::System::CustomerUser->new(%Param);
    $Self->{EmailObject}  = Kernel::System::Email->new(%Param);

    return $Self;
 

2nd Section: You add the Email Object and fill out the details

Code: Select all

# if there is no customer user found!
    if ( !$GetParam{'X-OTRS-CustomerUser'} ) {
        $GetParam{'X-OTRS-CustomerUser'} = $GetParam{SenderEmailAddress};
        
        # First we write the issue to log, then we send out an email! - MichaelR
        $Self->{LogObject}->Log( Priority => 'info', Message => "$_ not in database, rejecting and sending email" );
        
        # Send Agent an email to notify of blocked ticket - MichaelR
        $Self->{EmailObject}->Send(
            To         => 'whoever-you-want@yourdomain.com',
            From       => 'postmaster-address@yourdomain.com',
            Subject    => "OTRS has blocked an unknown incoming ticket from: $GetParam{SenderEmailAddress}",
            Body       => "Hello <whoever>,\r\nOTRS recieved an email from $GetParam{SenderEmailAddress} attempting to log a task.\r\nOTRS doesn't know who this is and has NOT created a ticket.\r\nAttached is the body of their email.\r\nWe need to sort this out so it doesn't happen next time.",
            Charset    => $Self->{ConfigObject}->Get('DefaultCharset'),
            MimeType   => 'text/plain',
            Loop       => 1,
            Attachment => [
                {
                    Filename    => 'customer-email.txt',
                    Content     => "Subject: $Param{GetParam}->{Subject}\r\nBody: $Param{GetParam}->{Body}",
                    ContentType => 'application/octet-stream',
                }
            ],
        );
        return;
    }
 

That should be about it....
(I have submitted this to the OTRS Idea's thingo)

Cheers,
Michael

edit by crythias: removed color tag in code

[JamesHottinger]

Say you would want to return the blocked message to the sender, would you use $GetParam{SenderEmailAddress} for the 'To' field?

thanks

[SeanLetson]

I'm running OTRS 3.1.4 and this workaround hasn't been written into it yet that I can find. It should be, I'm tired of having email tickets created for the sale of cheap viagra even with the spamassassin running.

[crythias]

Say you would want to return the blocked message to the sender, would you use $GetParam{SenderEmailAddress} for the 'To' field?

Probably ... you may also consider not doing anything automatic. Well, there's that possibility that you're replying to the Viagra spammer fake email, which means you get an NDR (unless your send-from is some sort of "no-reply@') from your spammer, which *might* create a ticket (the NDR is a new ticket), except it won't, because the abuse@/postmaster@ should be filtered or the infinite loop controls should be working, but still...

[Giulio Soleni]

Hi,
crythias, would you please take a look to viewtopic.php?f=62&t=25991 ?
Trying to apply your suggestion to a 3.3.x system, it seems to produce some annoying side effects on further IMAP (and presumably also POP3) email processing.
Maybe this effect was already expected when you applied this customization to the previous version of OTRS, but I would like to know if it can be somehow avoided.

Thank you

[rmansill]

Will this workaround work in OTRS 5.0?

[crythias]

In theory, it should ... you might need to change how logging or email alerts work.
https://github.com/OTRS/otrs/blob/rel-5_0/Kernel/System/PostMaster/NewTicket.pm#L212

Code: Select all

            $Kernel::OM->Get('Kernel::System::Log')->Log(
                Priority => 'Info',
                Message  => "$_ not in database"
            );
            return;

MichaelR's email send notification will need to be update to the new object model.

[roghax85]

Hello.

I am new on otrs, I need help to apples this on my version 5 instale.

Please help me to know what add to the code....

Regards

[ProyectPenta]

Hi! Can i do the same thing for not accept Tickets from customers?? I just want create Ticket with my agents.

[crythias]

For no email created tickets (but allow followups), one thing that you can do is to send tickets to Junk with Junk having an AutoResponse for "Sorry, you can't create tickets this way. Call an agent."

Then add a Generic Agent to purge Junk periodically.