Reject Tickets with Subject "-"

[Dirk23]

Hi,

is it possible to have an exact Match here and not “contains”? I want to send an Email back to the Customer when the Subject is “-”.

[MrGeneration]

Postmaster filters have regex support. That would allow you to do certain things to the ticket during its creation to then fire a trigger based on that.

[Dirk23]

Hi. Thank you, but i dont find any Regex Option there:

How can i solve that?

[dvnkln]

It’s all in the docs:
https://admin-docs.zammad.org/en/latest/channels/email/filters.html

You’ll have to use the right syntax.

cheers

[Dirk23]

Well, i tried it with Regex but Tickets are still created when Subject is -

Subject contains: regex:/^-$/
Ignore Message: yes

Am i using it wrong?

[matsc-h]

We have following set up that works:

just change the action to whatever you want to do with it

subject does not contain: regex:(.\S.)

[Dirk23]

Hi. Thank you. Whats does your Regex do? I’m not really into Regex

[MrGeneration]

The regex matches anything that matches more than just being a whitespace.

[Dirk23]

So, what do you do with such Mails? Is there a way to reject and answer?

[matsc-h]

We use a trigger that checks for the added tag.
It then sends a reply to the customer/user that his email was rejected and closes the ticket.

[Dirk23]

Hi,

i tried your regex and i cant see that it works. A Mail with empty Subject will not be tagged and so my Trigger doesnt will not be triggered. My Regex for the “-” works fine.

Could it be posible that Mails with empty Subject are changed by the System? I can see that empty Subject are presented as “”

Do i need my regex filter to look for “”?

Regards

Dirk

[Dirk23]

Hi,

i added an E-Mail Filter:

but an incomming Email with “-” as Subject will not be tagged.

Where is my fault here?

Regards

Dirk

[MrGeneration]

The fault is that Zammad adds the - during ticket creation not during the evaluation of the mail subject.
During the postmaster filter check the subject still should be “empty”.

[Dirk23]

So this should never ever work this way? How could that be, that @matsc-h 's solution is working for him. And i think it worked 2 or 3 time for me too. But now it is no longer tagging those Tickets.

I am still looking for a way to reject emails with the subject “-” and return a reply. What can I do?

Regards and many thanks.

Dirk

[MrGeneration]

The issue is not that the mail contains - but that the original mails subject is in fact empty.
You could reject / drop those kind of emails on email server side.

The filter @matsc-h suggested does work, but in my test filters slithgly more like also . subjects.
I couldn’t find a more stable way and gave up after investing 20 minutes with fiddling.

What I can tell:
- subjects are not evaluated. This means the filter indeed runs before the sign is being added to the ticket title. Hopefully this helps at least a bit.

[Dirk23]

Thank you for your help!