Hi all,
I've already installed and played a bit with OTRS and my system is up and
running, taking the customer from an external DB where our authorized
customer date (i.e his email) is stored.
Now I'm wondinrg how to do to make OTRS filter the incoming emails
depending on the "from" of an email. In fact, what I exactly want to do is
to accept emails only from my authorized customers. I believe is quite
useful to avoid spam and also to limit the access to the service to
authorized customers.
I've been having a look to Postmaster filters but it seems that it will
not be possible because I can set a filter to parse the "from" of an email
searching for an regex that I've to prepare in advance. Then depending on
the regex match the email will be direct to an specific queue. But I would
like to parse the "from" and then look up in the DB for this email and if
there is a match then forward to a queue.
And the point is also, how this will work with follow-up tickets? As far
as I've understood follow-up mails are "detected" before the PostMaster
filters are applied, so in the case I set-up a filter like the one I need,
if somebody send an email with a correct ticket number, the email will be
processed directly to the existing ticket, or will it be first processed
by PostMaster Filter?
I'm a bit confused with that. It seems to me that it's a bit tricky to
hardening OTRS in order to accept emails only from authorized customer
emails. Anyone can share his experience and solutions?
Thanks,
Rafa.
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