If this option is enabled, tickets created via the web interface, via Customers or Agents, will receive an autoresponse if configured. If this option is not enabled, no autoresponses will be sent.
This setting can not be deactivated.
Default value:
--- '1'
Defines the PostMaster header to be used on the filter for keeping the current state of the ticket.
Default value:
--- X-OTRS-FollowUp-State-Keep
Path for the log file (it only applies if "FS" was selected for LoopProtectionModule and it is mandatory).
This setting can not be deactivated.
Default value:
--- <OTRS_CONFIG_Home>/var/log/LoopProtection
Default loop protection module.
This setting can not be deactivated.
Default value:
--- Kernel::System::PostMaster::LoopProtection::DB
Executes follow-up checks on OTRS Header 'X-OTRS-Bounce'.
Default value:
--- Module: Kernel::System::PostMaster::FollowUpCheck::BounceEmail
Checks if an E-Mail is a followup to an existing ticket by searching the subject for a valid ticket number.
Default value:
--- Module: Kernel::System::PostMaster::FollowUpCheck::Subject
Executes follow-up checks on In-Reply-To or References headers for mails that don't have a ticket number in the subject.
Default value:
--- Module: Kernel::System::PostMaster::FollowUpCheck::References
Executes follow-up checks on email body for mails that don't have a ticket number in the subject.
This setting is not active by default.
Default value:
--- Module: Kernel::System::PostMaster::FollowUpCheck::Body
Executes follow-up checks on attachment contents for mails that don't have a ticket number in the subject.
This setting is not active by default.
Default value:
--- Module: Kernel::System::PostMaster::FollowUpCheck::Attachments
Executes follow-up checks on the raw source email for mails that don't have a ticket number in the subject.
This setting is not active by default.
Default value:
--- Module: Kernel::System::PostMaster::FollowUpCheck::RawEmail
Controls if CustomerID is automatically copied from the sender address for unknown customers.
This setting can not be deactivated.
Default value:
--- '1'
Module to check if arrived emails should be marked as internal (because of original forwarded internal email). IsVisibleForCustomer and SenderType define the values for the arrived email/article.
Default value:
--- IsVisibleForCustomer: '0' Module: Kernel::System::PostMaster::Filter::FollowUpArticleVisibilityCheck SenderType: customer
Module to filter encrypted bodies of incoming messages.
This setting is not active by default.
Default value:
--- Module: Kernel::System::PostMaster::Filter::Decrypt StoreDecryptedBody: '0'
Module used to detect if attachments are present.
Default value:
--- Module: Kernel::System::PostMaster::Filter::DetectAttachment
Module to check if a incoming e-mail message is bounce.
Default value:
--- Module: Kernel::System::PostMaster::Filter::DetectBounceEmail
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
This setting is not active by default.
Default value:
--- DynamicFieldName: Name_X FromAddressRegExp: \s*@example.com IsVisibleForCustomer: '1' Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Name: Some Description NumberRegExp: \s*Incident-(\d.*)\s* SearchInBody: '1' SearchInSubject: '1' SenderType: system TicketStateTypes: new;open
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
This setting is not active by default.
Default value:
--- DynamicFieldName: Name_X FromAddressRegExp: \s*@example.com IsVisibleForCustomer: '1' Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Name: Some Description NumberRegExp: \s*Incident-(\d.*)\s* SearchInBody: '1' SearchInSubject: '1' SenderType: system TicketStateTypes: new;open
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
This setting is not active by default.
Default value:
--- DynamicFieldName: Name_X FromAddressRegExp: \s*@example.com IsVisibleForCustomer: '1' Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Name: Some Description NumberRegExp: \s*Incident-(\d.*)\s* SearchInBody: '1' SearchInSubject: '1' SenderType: system TicketStateTypes: new;open
Recognize if a ticket is a follow-up to an existing ticket using an external ticket number.
This setting is not active by default.
Default value:
--- DynamicFieldName: Name_X FromAddressRegExp: \s*@example.com IsVisibleForCustomer: '1' Module: Kernel::System::PostMaster::Filter::ExternalTicketNumberRecognition Name: Some Description NumberRegExp: \s*Incident-(\d.*)\s* SearchInBody: '1' SearchInSubject: '1' SenderType: system TicketStateTypes: new;open
Module to use database filter storage.
This setting can not be deactivated.
Default value:
--- Module: Kernel::System::PostMaster::Filter::MatchDBSource
Module to fetch customer users SMIME certificates of incoming messages.
Default value:
--- Module: Kernel::System::PostMaster::Filter::SMIMEFetchFromCustomer
Module to filter and manipulate incoming messages. Block/ignore all spam email with From: noreply@ address.
This setting is not active by default.
Default value:
--- Match: From: noreply@ Module: Kernel::System::PostMaster::Filter::Match Set: X-OTRS-Ignore: yes
Module to filter and manipulate incoming messages. Get a 4 digit number to ticket free text, use regex in Match e. g. From => '(.+?)@.+?', and use () as [***] in Set =>.
This setting is not active by default.
Default value:
--- Match: Subject: SomeNumber:(\d\d\d\d) Module: Kernel::System::PostMaster::Filter::Match Set: X-OTRS-DynamicField-TicketFreeKey1: SomeNumber X-OTRS-DynamicField-TicketFreeText1: '[***]'
Blocks all the incoming emails that do not have a valid ticket number in subject with From: @example.com address.
This setting is not active by default.
Default value:
--- Match: From: '@example.com' Module: Kernel::System::PostMaster::Filter::NewTicketReject Set: X-OTRS-Ignore: yes
CMD example setup. Ignores emails where external CMD returns some output on STDOUT (email will be piped into STDIN of some.bin).
This setting is not active by default.
Default value:
--- CMD: /usr/bin/some.bin Module: Kernel::System::PostMaster::Filter::CMD Set: X-OTRS-Ignore: yes
Spam Assassin example setup. Ignores emails that are marked with SpamAssassin.
This setting is not active by default.
Default value:
--- CMD: '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"' Module: Kernel::System::PostMaster::Filter::CMD Set: X-OTRS-Ignore: yes
Spam Assassin example setup. Moves marked mails to spam queue.
This setting is not active by default.
Default value:
--- CMD: '/usr/bin/spamassassin | grep -i "X-Spam-Status: yes"' Module: Kernel::System::PostMaster::Filter::CMD Set: X-OTRS-Queue: spam
Defines the body text for rejected emails.
This setting can not be deactivated.
Default value:
--- "\nDear Customer,\n\nUnfortunately we could not detect a valid ticket number\nin your subject, so this email can't be processed.\n\nPlease create a new ticket via the customer panel.\n\nThanks for your help!\n\n Your Helpdesk Team\n"
Defines the sender for rejected emails.
This setting is not active by default.
Default value:
--- noreply@example.com
Defines the subject for rejected emails.
This setting can not be deactivated.
Default value:
--- Email Rejected
Maximal size in KBytes for mails that can be fetched via POP3/POP3S/IMAP/IMAPS (KBytes).
This setting can not be deactivated.
Default value:
--- '16384'
The maximum number of mails fetched at once before reconnecting to the server.
This setting can not be deactivated.
Default value:
--- '20'
Converts HTML mails into text messages.
This setting can not be deactivated.
Default value:
--- '1'
Indicates if a bounce e-mail should always be treated as normal follow-up.
This setting can not be deactivated.
Default value:
--- '1'
Defines the default priority of new tickets.
This setting can not be deactivated.
Default value:
--- 3 normal
Defines the postmaster default queue.
This setting can not be deactivated.
Default value:
--- Raw
Defines the default state of new tickets.
This setting can not be deactivated.
Default value:
--- new
Sends agent follow-up notification only to the owner, if a ticket is unlocked (the default is to send the notification to all agents).
This setting can not be deactivated.
Default value:
--- 0
Defines the state of a ticket if it gets a follow-up.
This setting can not be deactivated.
Default value:
--- open
Defines the state of a ticket if it gets a follow-up and the ticket was already closed.
This setting is not active by default.
Default value:
--- open
Defines the number of header fields in frontend modules for add and update postmaster filters. It can be up to 99 fields.
This setting can not be deactivated.
Default value:
--- '12'
Maximal auto email responses to own email-address a day (Loop-Protection).
This setting can not be deactivated.
Default value:
--- '40'
Maximal auto email responses to own email-address a day, configurable by email address (Loop-Protection).
Default value:
--- {}
Specifies user id of the postmaster data base.
This setting can not be deactivated.
Default value:
--- '1'
Defines all the X-headers that should be scanned.
This setting can not be deactivated.
Default value:
--- - From - To - Cc - Reply-To - ReplyTo - Subject - Message-ID - Message-Id - Resent-To - Resent-From - Precedence - Mailing-List - List-Id - List-Archive - Errors-To - References - In-Reply-To - Auto-Submitted - X-Loop - X-Spam - X-Spam-Flag - X-Spam-Level - X-Spam-Score - X-Spam-Status - X-No-Loop - X-Priority - Importance - X-Mailer - User-Agent - Organization - X-Original-To - Delivered-To - Envelope-To - X-Envelope-To - Return-Path - X-OTRS-AttachmentExists - X-OTRS-AttachmentCount - X-OTRS-Owner - X-OTRS-OwnerID - X-OTRS-Responsible - X-OTRS-ResponsibleID - X-OTRS-Loop - X-OTRS-Priority - X-OTRS-Queue - X-OTRS-Lock - X-OTRS-Ignore - X-OTRS-State - X-OTRS-State-PendingTime - X-OTRS-Type - X-OTRS-Service - X-OTRS-SLA - X-OTRS-Title - X-OTRS-CustomerNo - X-OTRS-CustomerUser - X-OTRS-SenderType - X-OTRS-IsVisibleForCustomer - X-OTRS-FollowUp-Owner - X-OTRS-FollowUp-OwnerID - X-OTRS-FollowUp-Responsible - X-OTRS-FollowUp-ResponsibleID - X-OTRS-FollowUp-Priority - X-OTRS-FollowUp-Queue - X-OTRS-FollowUp-Lock - X-OTRS-FollowUp-State - X-OTRS-FollowUp-State-PendingTime - X-OTRS-FollowUp-Type - X-OTRS-FollowUp-Service - X-OTRS-FollowUp-SLA - X-OTRS-FollowUp-SenderType - X-OTRS-FollowUp-IsVisibleForCustomer - X-OTRS-FollowUp-Title - X-OTRS-FollowUp-State-Keep - X-OTRS-BodyDecrypted
If this regex matches, no message will be send by the autoresponder.
This setting can not be deactivated.
Default value:
--- (MAILER-DAEMON|postmaster|abuse)@.+?\..+?