Blacklist email address from triggering On Create > Autoreply To Requesters

RT Users
1

Hey, we have a queue that has a trigger On Create > Autoreply to Requesters and we need to blacklist an email address from triggering this scrip.

The use case is, we have a team that has Voicemail to Email enabled and they’ve elected to have their RT Queue as the email address an unanswered call(voicemail) is emailed to. Problem is, they’re getting a bounce back from the mailbox as the voicemail email isn’t a real mailbox.

Is there a way to create a condition to exclude this email address from triggering the scrip?

Does that make sense?

2

Given that you don’t mind the tickets being created the easiest way would be to edit the voicemail account to have the pseudo-email address as the name and clean out the email address. Then RT can match the userid on Create but not have an address to send the reply to.

3

ah, I did initially think to do that but my boss suggested a custom condition and that let me down a different path, your suggestion makes a lot of sense!

4

If you need the email address in place there are several other ways.

  • Use a custom action for scrip “OnCreate” an insert a condition to “Custom preparation code”
  • Supress the sending to voicemail’s address in the MTA (Outgoing filter)
  • Supress the delivery of NDRs from the voicemail’s MTA
5

Hi,

This helped me on a similar case that I had, https://rt-wiki.bestpractical.com/wiki/OnCreateAutoReplyException