need help with Incoming Email Filter

ohadlevi1

hello ,

I need help please with the Incoming Email Filter feature.

i want to disable the option to open new ticket with email that not in my domain, for example - my domain is "123.com" - so if some one will try to open tickets with his Gmail - the tickets will reject

i created Incoming Email Filter

Execution Order 1

Filter Status: Active

Target - Web Form (and i tried All also..)

Rules Matching Criteria: Match Any

Email does not contain 123.com (tried with " and ')

Reject Ticket: V

and i still succeed to open ticket with any domain...

please help... :)

ntozier

Sorry I haven't played with that. I'm going to move this post to the troubleshooting section and maybe someone else who has played with that will be able to give you a better answer.

lmpc

Try Filtering on Subject Instead. Same Results. No Grey Hair.

hello ,
I need help please with the Incoming Email Filter feature.
i want to disable the option to open new ticket with email that not in my domain, for example - my domain is "123.com" - so if some one will try to open tickets with his Gmail - the tickets will reject
i created Incoming Email Filter
Execution Order 1
Filter Status: Active
Target - Web Form (and i tried All also..)
Rules Matching Criteria: Match Any
Email does not contain 123.com (tried with " and ')
Reject Ticket: V
and i still succeed to open ticket with any domain...
please help... :)

Ohadlevi1,

Try this instead. You'll get the same results but won't go insane trying to get there.

One caveat. I'm not using email piping. All tickets created/opened, go through the osTicket webform interface. And since that's what you listed in your filter above, I'm going to assume the same. See the screen shot I attached to this ticket.

Just in case the screen-shot gets corrupted, I'll paste my Ticket Filter settings as well.

Filter Name: deny-by-email-subject

Execution Order: 1 Checked>> Stop processing further on match!

Filter Status: *Active

Target: Web Forms

Filter Rules: Rules are applied based on the criteria.

Rules Matching Criteria: * Match Any

Subject Does Not Contain lmpc-ticketing:

 Reject Ticket:	Checked>> Reject Ticket (All other actions and filters are ignored)
Reply-To Email:	 Use Reply-To Email (if available)
Ticket auto-response:	 Disable auto-response. (Overwrites Dept. settings)
Canned Response:	 (Automatically respond with this canned response)
Department:	  Support 
Priority:	  Express  (Overwrites department's priority)
SLA Plan:	   System Default (Overwrites department's SLA)

Auto-assign To: Unassigned

We were trying to deny by email domain as well and the ticket filter combinations just didn't work right. Tickets were always allowed through except in one instance. But that instance was us grabbing at thin air just to see if it would actually except a domain name. (Email - Ends With - domainname.com). But that's obviously fruitless.

The work around above does exactly what we want. If anyone goes to open a ticket and doesn't append "lmpc-ticketing: " to the subject line, the ticket is rejected.

We do have to tell our customers that when they put their subjects on the webform they need to make sure they start their subject with the above, to include a space on the end after the colon, and then they can put their own subject after that.

Hopefully this helps some others. Another area today that drove me absolutely batty. No Docs, which is really unfortunate as this is a very awesome project.

I'll write documentation if they allow it. Hell, I'll make desktop videos as well. Nothing like a great project only to be walked away from because it's not documented enough for the masses. This project is forcing me to learn php. So that's a good thing I guess.

Let me know if this works for you Ohadlevi1? Works a treat for me. :

ohadlevi1

thanks

thanks allot lmpc but i am using this system for internal use that mean that i am using it "in house" .

the reason i asked to use email filter in that way is "security" , make sure the internal use not leaking out :)

in this situation i blocked the option send mail out of the domain from the mail sever .

this project is great and provide professional Tickets system for free batter from all other ! :)

thanks for the replay :)

lmpc

thanks allot lmpc but i am using this system for internal use that mean that i am using it "in house" .
the reason i asked to use email filter in that way is "security" , make sure the internal use not leaking out :)
in this situation i blocked the option send mail out of the domain from the mail sever .
this project is great and provide professional Tickets system for free batter from all other ! :)
thanks for the replay :)

No problem. Glad you found a solution that works for you.

TheDoc

Hopefully this helps some others. Another area today that drove me absolutely batty. No Docs, which is really unfortunate as this is a very awesome project.
I'll write documentation if they allow it. Hell, I'll make desktop videos as well. Nothing like a great project only to be walked away from because it's not documented enough for the masses. This project is forcing me to learn php. So that's a good thing I guess.

I too am having these issues today and am bring driven round the bend (kinda reminds me of a classic song back in the day;

"have you ever,

ever felt like this.

Where strange things happen,

are you going round the twist"

lol, timeless that song is).

But yeah the documentation is, well sparce, which is a shame as I love this system (certainly beats paying $600 - $12000 all because a big company use it ).

I guess donating documentation, and videos is something we all could do to further this project.

Im in :)

yakamoneye

I have the same problem with email filters:

we are only using osticket inhouse, no access from outside. So the automated e-mails will not be sent outside too. Now, some of our enployees use their privat mailadress for work issues. Now i don't want these people to use their privat mailadress for the tickets, so i tried to install a ticketfilter:

Execution Order: 1 (Stop processing more rules)

Target: web (we are not yet using the mail-catcher)

Filter Rules: match all (also tried any)

Email Does not contain company.com

Reject Ticket!

The Problem: it's not working. I tried now for hours to find the reason, but it seems to be a bug in the code. Has anyone any idea?

Thanks for your help!

Tobias

EDIT: I'm using v1.7 Multilang on a windows XP with xampp, php-Version 5.3.8. For testing, i installed an original v1.7.0, where the same happened: i wasn't able to create a Filter with "email does not contain".

ntozier

Rather than trying to get the software to bend to your security wishes... why not use the server to limit access to the software?

You can setup server level restrictions on what IP ranges can access the site (such as limiting access to your local subnets). Alternatively you can setup a username/password to allow access to the subfolder.

yakamoneye

Thanks for the answer, but you missunderstood me. I'm not concerned about security: our internal network is save enough, no one else then our own people can access the System. I just want to deny those employees who use their private mail adress to use them for the ticket system, because then we would have to route this mails out of our system. if they use their company adress, the mails would just go to our mailserver and in their mail accounts.

And i'm not trying to bend anything: in the filters menue, there is a posibilitsy to set up a filter with "Email does not contain...". This filter is not working. I would like to know how to fix this problem.