support

AlexTratisky

Hello everyone,

we have an email support@company.com that is used for supporting customers tickets. tHe email is mainly reserved to raise tickets to osticket and route them to different agents.

From time to time, we receive emails on that account that are not related to osticket.

we have an imap poll rule that mainly moves emails to an imap folder called "tickets".

we also allow only ticket creation for the defined organisations so no tickets are generated from the ones we dont whitelist.

we would like a way to only move ostickets to that folder and keep the other incoming emails (not related to tickets) in the inbox folder.

For the time being , everything received in the inbox of support@company.com is moved to the tickets folder including none related tickets ones.

We tried playing around with the filter tab but it seems it gets trigged in a different workflow unrelated to the imap poll.

Any idea?

Thanks

KevinTheJedi

AlexTratisky

You will have to modify the code to accomplish this. Any mail that gets processed (whether it creates a ticket or not) gets marked as seen and gets moved. The best way to go about this is to make inbox rules within the email itself to move unrelated mail to a separate folder so osTicket doesn’t even get a chance to process them.

Cheers.

AlexTratisky

KevinTheJedi creating inbox rules for each new org and managing when a company leaves along wit amanging the organisation in osticket is really time consuming.. any idea what to modify in the code?would really appreciate that

AlexTratisky

Also, if i add a rule on the inbox , the fetch could be faster than the rule applied maybe?