Ticket reopened by followup from copied person

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flippertom
OTRS expert
Posts: 90
Joined: 16 Apr 2015, 08:42
OTRS Version?: 3.2.16

Ticket reopened by followup from copied person

Post by flippertom » 24 Oct 2019, 13:23

Hello,

We are using OTRS 5.
Tickets get reopened after a followup from someone who was in copy of the ticket reply.
This seems wrong as only the customer email should reopen the ticket.
How to go about the development of this functionality?

Regards,
Tom.

kropek
OTRS newbie
Posts: 8
Joined: 11 Jul 2019, 10:39
OTRS Version?: 6.0.22
Real Name: Filip
Company: Best-IT

Re: Ticket reopened by followup from copied person

Post by kropek » 25 Oct 2019, 10:22

I would try filter incoming email by adding a filter:
Search header field: CC
Value: your-helpdesk-mail@domain.com
and set
X-OTRS-Ignore
yes
Done!
It will ignore all, so i assume that all ticket come with your domain in TO field.

root
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Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
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Re: Ticket reopened by followup from copied person

Post by root » 25 Oct 2019, 13:24

Hi,

You need a Pre-Filter which checks if the sender of the e-mail is the CustomerUser of the ticket if it's a FollowUp. If the e-mail is a FollowUp, the ticket is in a closed state and the sender not the CustomerUser the e-mail can be ignored. Optionally, you let pass the e-mails and add the X-OTRS-Keep-State header.
Your filter needs to run after the existing FollowUp filter.

- Roy
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