[otrs] Discard follow-ups to closed tickets (in addition to "rejected" auto responses)

[Ralph Seichter]

Hello list members,

is it possible to configure OTRS 5 to discard all follow-ups sent by
customers for tickets that have been closed? I have configured the Raw
queue to reject follow-ups, and customers do receive "message has been
rejected" auto responses, but follow-up messages for closed tickets are
nonetheless added to the OTRS database and notifications are sent to the
ticket owners.

I have been searching the Net for a long time without success, so I
thought it best to ask here.

-Ralph
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[Ralph Seichter]

Reposting this, because it has been several days and I still have not
found a solution. Your help is appreciated.

========================================

[Gerald Young]

Discard? You could set the queue for reject after closed.

[LQ Marshall]

I believe that is a setting in the queue configuration. 

L.Q. Marshall

One's strength is only determined when the challenge seems overwhelming.

[Ralph Seichter]

On 28.09.2016 14:11, Gerald Young wrote:

> Discard? You could set the queue for reject after closed.

It did that. I had hoped my description was clear enough, sorry if that
was not the case. Like I wrote, I have set the Raw queue's follow up
option to "reject" (available choices are "new ticket", "possible" and
"reject").

Even though the person creating a follow-up receives a rejection reply,
as expected, the follow-up still enters the OTRS database, and agent
notifications are sent, both of which I don't want to happen.

What I want to achieve is to prevent follow-ups to closed tickets from
ever being stored in the DB. Hence I chose the term "discard".

[Gerald Young]

There's really no built-in provision for full discard. It's easy to discard when there's no ticket number in email, but followups start being problematic.

A couple of ways to handle can be to create a pre-filter that looks up the state and does not process followup ticket. 

Or change the code so that it doesn't store the ticket when the state is closed.

[Ralph Seichter]

On 28.09.2016 15:27, Gerald Young wrote:

> There's really no built-in provision for full discard. [...]

> A couple of ways to handle can be to create a pre-filter that
> looks up the state and does not process followup ticket.

I read https://otrs.github.io/doc/manual/admin/5.0/en/html/email-settings.html#email-receiving-filter
and I guess FollowUpArticleTypeCheck.pm might be a starting point? If a
ticket object can be created based on the incoming mail alone, and the
ticket status checked, and the filter be used to abort further processing
of replies to closed tickets... I guess I'll have to dig into the code,
then.