Can the auto responses be conditional?

[ceastman]

I have a common mailbox that support items are emailed to, I was going to setup forwarding to send all those emails to OTRS but I don't want OTRS to auto respond to the support mailbox. But I do want auto responses going out to normal users that send in email tickets.

Is there a way to setup a conditional auto response? something like

if email address = support@otrs.internal.dns.com do not send auto response
else
send auto response.

[crythias]

I was going to setup forwarding to send all those emails to OTRS but I don't want OTRS to auto respond to the support mailbox.

This depends how forwarding is enabled. For instance, if the email client manually forwards an item, it will come from the "From" email box of the email's inbox.

However, if the email is Pass-Through, such as -- Exchange, Mail Flow, Send to contact (optionally, this inbox also) -- OR distribution list, then OTRS will receive the message as from the original sender.

Edit: or, X-OTRS-Loop=True

[ceastman]

The forwarding appears to be a pass-through. It is currently setup to send a copy of the email to my individual mailbox and the emails appear to be coming from the original email authors not the common mailbox, so the "From" address remains intact. But the "To" and/or the "cc" field has the common mailbox in it.

[crythias]

I don't want OTRS to auto respond to the support mailbox. But I do want auto responses going out to normal users that send in email tickets.

the emails appear to be coming from the original email authors not the common mailbox, so the "From" address remains intact.

Maybe I missed the problem? The autoresponse always (should always?) go to "From".

[ceastman]

I guess a different way of stating the problem:

Is there a way to not send auto responses for certain email addresses, for instance a nagios installation or a system generated email - security scanner, etc.

[crythias]

PostMaster Filter, X-OTRS-Loop True
or set up a device-only queue without autoreply attached.