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?
Prevent auto response to specific email addresses/domains
Moderator: crythias
Prevent auto response to specific email addresses/domains
OTRS 3.1.4 on Linux
MySQL server on W2008R2
MySQL server on W2008R2
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Re: Prevent auto response to specific email addresses/domain
Yes. send those to a queue without an autoreply.timn wrote:is there a way to set a filter to prevent the auto replies from being generated if if the sender = *@<domain>.local?
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Re: Prevent auto response to specific email addresses/domain
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.
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.
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MySQL server on W2008R2
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Re: Prevent auto response to specific email addresses/domain
Sure, you can generic agent send items in .localQueue to GenericHoldingQueue.timn wrote: be sent to the originally intended queue?
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?
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Re: Prevent auto response to specific email addresses/domain
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.

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
MySQL server on W2008R2
Re: Prevent auto response to specific email addresses/domain
set X-OTRS-Loop to true for these senders via Postmaster Filters, than the Auto Reply will not be send out
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"Testing": ((OTRS Community Edition)) and git Master
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Professional Services:: http://www.otrs.com :: enjoy@otrs.com
Re: Prevent auto response to specific email addresses/domain
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?
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?
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Re: Prevent auto response to specific email addresses/domain
Better depends on documenting the change. Postmaster filters are more visible than sysconfig, but more than one method will achieve the functional goal.
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