How filtering emails.

Moderator: crythias

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Kris1992
OTRS newbie
Posts: 43
Joined: 21 Apr 2016, 14:42
OTRS Version?: OTRS free

How filtering emails.

Post by Kris1992 » 09 May 2016, 08:45

How filtering emails in otrs from people who are not customer or agent?

Giulio Soleni
OTRS superhero
Posts: 392
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: How filtering emails.

Post by Giulio Soleni » 09 May 2016, 11:48

Hi
As for filtering customer's email you may get some ideas from an old but still valid howto by crythias:
viewtopic.php?t=6586
basically you have to edit /opt/otrs/Kernel/System/PostMaster/NewTicket.pm file
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

Kris1992
OTRS newbie
Posts: 43
Joined: 21 Apr 2016, 14:42
OTRS Version?: OTRS free

Re: How filtering emails.

Post by Kris1992 » 09 May 2016, 13:11

Thanks a lot. I'm looking for another thing. I want to add field in otrs agent panel. "time units/accounted time" like a filter or something like that, is it possible?

Giulio Soleni
OTRS superhero
Posts: 392
Joined: 30 Dec 2010, 14:35
OTRS Version?: 6.0.x and 5.0.x
Real Name: Giulio Soleni
Company: IKS srl

Re: How filtering emails.

Post by Giulio Soleni » 09 May 2016, 15:02

Sorry but I am not sure I understood... :-?
If you need to create some new filters for incoming email you should configure it on
PostMaster Filter Management
and/or via SysConfig Ticket → Core::PostMaster
For more detailed and complex configuration you should get through some developings.
You may take a look here for example.
OTRS 6.0.x on CentOS 7.x with MariaDB 10.2.x database connected to an Active Directory for Agents and Customers.
ITSM and FAQ modules installed.

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