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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

[resolved] Ticket denied on mail fetching

Hi All,

this is my configuration
Server Information
osTicket Versionv1.10 (901e5ea) —  Up to date
Web Server SoftwareApache
MySQL Version5.7.14
PHP Version5.6.22
I have successfully configured the mail fetching and it is working fine; we have also setup a system where only users registered by us can open tickets. Therefore, if someone else writes to our support email address, his ticket is refused, as it should be.

However, I would like to know if it is possible to send to the user an automatic email, in this case, that tells him to get an account before getting in touch with us. Because there could be cases where users tell each other, write to their support email and they will help, but this is only true if the user already had an account.

Any suggestion?

Thank you in advance.


  • There is no mechanism for that at this time.
  • Thank you ntozier for your quick and clear reply.

    I do not know if you could help me, but if I wanted to modify the code to allow osticket to do it, which files should I have taken a look at?
  • Honestly I have no idea.  I was hoping that it would be an easy fix, but greezybacon (dev) made it sound like a huge pain in the [censored] by his response on that thread.
  • Thank you ntozier for the attempt. In the remote case I manage to get anywhere with this "issue", I will let you know.
  • Please do.  I've also asked the devs for an updated reply to the thread.
  • Hi ntozier, just a quick update. It turns out that what I was actually looking for was the "Auto add members from" option from the organization settings.

    It is a better solution than the one I was looking for, because with my suggestion everyone would have get a notification, even spammers or people not entitled to. Since, all our users will be part of some organization (so with a proper domain, even though we do not have a full list of them, by selecting just the domain OSTicket is able to open tickets for unknown users as long as they have an email address that is part of that specific domain.

    Thanks again for your help, I hope this could be of some help for someone.
  • Very welcome.  Thanks for letting me know how things turned out. :)
This discussion has been closed.