Hi everyone, is there a way to block the opening of tickets via email in cc?
blocco creazione ticket da email in CC
thanks, I'll try right away
even by deactivating this option, they continue to arrive in cc, my problem is that in cc, the ticket is opened, but I can't see the contents
- Edited
In your screenshot I only see the User. It appears no Collaborators were added to the Ticket which is what is expected after disabling the option mentioned by miguelss.
Are you asking [1] if a User sends an email with any CC added you want to flat out reject the Ticket? Or are you asking [2] if a User includes the system email in CC you want to reject the Ticket?
[1] You cannot accomplish that at this time. The best you can do is reject the CCs by disabling the aforementioned setting.
[2] You can accomplish this at the mailbox level although it may not be a good idea as you may miss some replies from Users. But to accomplish this you can make an inbox rule that says any email with the system email in CC move to a different folder other than the configured fetch folder in osTicket. This means, if you are fetching from the INBOX then you’d make a rule that moves the mail into a completely different folder (or label) than the INBOX so that osTicket doesn’t fetch it.
As far as the content being empty, that’s unrelated to the setting. This can be due to many different things including malformed mail, the user replied below the reply line, etc. You’d have to post a full raw email example (in .eml/.msg format) for us to review to see.
Cheers.
My aim is to block the opening of tickets when my email inbox is cc by the sender
- Best Answerset by KevinTheJedi
Then you’ll need to follow [2] above. As I mentioned, this is not ideal as you may lose out on some User replies.
Cheers.
- Edited
OK understood. The strange thing is that when they cc me, especially from a particular sender, the content of the email is not reported in the ticket, see screenshot.
I read in the content (empty)
As I mentioned above that is a separate issue. You will need to post the full raw email (in .eml/.msg format) so we can attempt to see why.
Cheers.
thank you very much !!!