Two email adress in one email to OTRS.

Moderator: crythias

Post Reply
OTRS newbie
Posts: 1
Joined: 09 Oct 2019, 15:10
OTRS Version?: 301
Real Name: Michal

Two email adress in one email to OTRS.

Post by MichalKTW »

Hi everyone,

We have two email addres. One of them, let's name it, have his own validation. The second one,, don't have any validation, you just send email and ticket will be created.
Yesterday I faced a problem with it. The customer sends us an email including both addresses one and two in the same email. As a resaults of that, the customer receives an auto-reply that the ticket has not been created (the result of "OTRS-Ignore" from validation).

Do you have any idea how I can fix it?

Posts: 10121
Joined: 04 May 2010, 18:38
OTRS Version?: 5.0.x
Location: SouthWest Florida, USA

Re: Two email adress in one email to OTRS.

Post by crythias »

What would you want the proper operation to be?

If you don't want tickets created by sending an email to, then it did what it was supposed to do.

The ticket is X-OTRS-Ignore -- one email event to rule them all.

You might be able to include a negate filter (maybe) and test it for the "as long as the other email isn't here" in your X-OTRS-Ignore rule.

You could, also, just have the ticket create in a holding Queue and not X-OTRS-Ignore.
OTRS 5.0.x (private/testing/public) on Linux with MySQL database. Also on github.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask

Post Reply