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. On Wed, Sep 28, 2016 at 8:45 AM, Ralph Seichter <otrs...@seichter.de> wrote: > 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". > > -Ralph > --------------------------------------------------------------------- > OTRS mailing list: otrs - Webpage: http://otrs.org/ > Archive: http://lists.otrs.org/pipermail/otrs > To unsubscribe: http://lists.otrs.org/mailman/listinfo/otrs >
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