Email parsing rule help needed.

[castle-tech]

Hi all,

We've been running the support desk for a while now where I work without any problems.

Weve setup an email address that users can email their issues to for automatically generating a ticket. However we've got some users that keep sending emails in with empty subject lines, Its not really a problem, more of an irritant (sign in of a morning to discover there are 8 new tickets, and none of them have a subject so have to manually edit them).

What ive tried to do is setup a mail parse rule that rejects any emails with a blank subject, however ive not had any luck.

Ive tried setting the criteria to "subject equals" and "subject contains" leaving the text field blank, but the emails still get through.

Ideally id like the parser to reject the email and send a message back informing the user that a ticket has not been created.

Can anyone suggest a way of doing this?

Thanks in advance,
Andy.

[Varun Shoor]

Hi Andy,
From what I remember every email with empty subject is replaced with the phrase '(no subject)' from the language files. Is this not happening in your case?

Regards,

Varun Shoor

[castle-tech]

Hi Varun,

Thanks for the response.

It does replace the subject with '(no subject)' as you say, however its a little annoying when you login of a morning and have 8 - 10 tickets with '(no subject)' as their title.

Ideally what id like to setup is so that if a client submits a ticket via email without a subject the email gets bounced / rejected with a message attached.

Its not a problem as such, just more of an annoyance.

Thanks in advance,
Andy

[Varun Shoor]

Hi Andy,
That can be done using parser rules. Create a Pre Parse rule with criteria as:

If Subject Equal '(no subject)'

Actions:
Ignore Email
Dont send autoresponder
Reply to user with bounce message (you have to enter the bounce message)

Have a look under Admin CP > Mail Parser > Insert Rule

Hope that helps.

Regards,

Varun Shoor

[castle-tech]

Hi Varun,

Cheers for that, it now works as needed. Didn't realise it replaced the empty subject with "No Subject" before it parsed the emails when id tried to setup the rule previously.

Thanks for the help,
Andy

[young_rhkid]

Wow, this is just what I was looking for. Can't wait to try it out.