Prevent auto response to specific email addresses/domains

Moderator: crythias

Locked
timn
Znuny newbie
Posts: 4
Joined: 25 Jun 2012, 00:38
Znuny Version: 3.1.12

Prevent auto response to specific email addresses/domains

Post by timn »

We have our OTRS set up with the auto responses so when a user emails us, they get an automatic reply with their ticket number etc.

As part of our corporate workflow, we also get request forms scanned and emailed to us from the MFD copiers. These devices do not have valid email addresses (they're <hostname>@<domain>.local as opposed to <person>@<domain>.<TLD>).

Given the system currently responds to all incoming tickets, we're getting bouncebacks to our central address from the mail server owing to the invalid emails.

As we know the domain these emails come from, is there a way to set a filter to prevent the auto replies from being generated if if the sender = *@<domain>.local?
OTRS 3.1.4 on Linux
MySQL server on W2008R2
crythias
Moderator
Posts: 10170
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Prevent auto response to specific email addresses/domain

Post by crythias »

timn wrote:is there a way to set a filter to prevent the auto replies from being generated if if the sender = *@<domain>.local?
Yes. send those to a queue without an autoreply.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
timn
Znuny newbie
Posts: 4
Joined: 25 Jun 2012, 00:38
Znuny Version: 3.1.12

Re: Prevent auto response to specific email addresses/domain

Post by timn »

Hi,

That makes sense, but (and forgive my seeming ignorance) can those tickets then be sent to the originally intended queue? I just don't want to solve one issue and create a new queue with separate tickets as a result.
OTRS 3.1.4 on Linux
MySQL server on W2008R2
crythias
Moderator
Posts: 10170
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Prevent auto response to specific email addresses/domain

Post by crythias »

timn wrote: be sent to the originally intended queue?
Sure, you can generic agent send items in .localQueue to GenericHoldingQueue.

Probably one of the first tickets I'd want to address is why the copiers are sending from .local instead of .. but in any case this feels awfully ... retro. As in, paper has to be generated in order to digitally send to a human. Why isn't this form online to fill out?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
timn
Znuny newbie
Posts: 4
Joined: 25 Jun 2012, 00:38
Znuny Version: 3.1.12

Re: Prevent auto response to specific email addresses/domain

Post by timn »

Ah the $million question... In our environment, we've only had an actual HelpDesk for 2 and a bit years and many of our staff don't even have regular access to a computer (we're in a small hospital) so paper-based is still very entrenched in the procedures. One day we'll go electronic forms, but not a chance yet.. :)

The copiers use the .local domain as it's a requirement to inhibit incoming email to the devices if someone hits 'reply' to an external message. We're in a partially shared services environment so this was the easiest way to put a stop to emails building up in our copiers rather than tinkering with the gateways.
OTRS 3.1.4 on Linux
MySQL server on W2008R2
jojo
Znuny guru
Posts: 15020
Joined: 26 Jan 2007, 14:50
Znuny Version: Git Master
Contact:

Re: Prevent auto response to specific email addresses/domain

Post by jojo »

set X-OTRS-Loop to true for these senders via Postmaster Filters, than the Auto Reply will not be send out
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
EXG133
Znuny expert
Posts: 217
Joined: 06 Aug 2012, 18:12
Znuny Version: 3.1.7 & 4.04

Re: Prevent auto response to specific email addresses/domain

Post by EXG133 »

I found a different solution for a similar problem:

Core::PostMaster
SendNoAutoResponseRegExp
default value: (MAILER-DAEMON|postmaster|abuse)@.+?\..+?
Adapt this regex so it also triggers on example@example.local

What would be better, postmaster filter or this option?
crythias
Moderator
Posts: 10170
Joined: 04 May 2010, 18:38
Znuny Version: 5.0.x
Location: SouthWest Florida, USA
Contact:

Re: Prevent auto response to specific email addresses/domain

Post by crythias »

Better depends on documenting the change. Postmaster filters are more visible than sysconfig, but more than one method will achieve the functional goal.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Locked