Two email adress in one email to OTRS.

Moderator: crythias

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MichalKTW
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 » 10 Oct 2019, 09:33

Hi everyone,

We have two email addres. One of them, let's name it one@example.com, have his own validation. The second one, two@example.com, 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 one@example.com validation).

Do you have any idea how I can fix it?
Michal

crythias
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Re: Two email adress in one email to OTRS.

Post by crythias » 13 Oct 2019, 22:48

What would you want the proper operation to be?

If you don't want tickets created by sending an email to one@example.com, 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.
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