Hi all,
I'm sorry if this has been asked before but I couldn't find an answer.
We are handling emails from both external and internal customers. We are not supposed to send automatic replies to internal customers but we'd like to send automatic replies to external ones. We also have a contact form where emails are coming in from mailgenerator@domain.com (domain.com is internal) with a reply-to address directed to the external customer.
We have a postmaster filter rule that says if email is From @domain.com then set X-OTRS-Loop set to True which prevents sending us automated replies to internal parties but this way we don't reply to the customers using the Contact Form.
Basically I would like to only send automatic replies to mailgenerator@domain.com and not send automatic replies to everyone else @domain.com.
I've tried adding the following rule but after saving just one Header remains.
Header1: From @domain.com
Header2: From Negate mailgenerator@domain.com
Stop after match No
OTRS: 3.3.7
Thank you!
Postmaster filter question
Moderator: crythias
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reneeb
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Re: Postmaster filter question
You have to create two postmaster filters...
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crythias
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Re: Postmaster filter question
Another way is to send to different queues, one of which has an autoreply and one that doesn't.
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Re: Postmaster filter question
Thank you so much for your answers.
I don't want to confuse the agents with more queues so I'll create 2 postmaster filters.
Basically I'll have to do:
Postmaster filter 1:
From @domain.com set X-Loop to True
Posmaster filter 2:
From mailgenerator@domain.com set X-Loop to False
Is there any way to control in which order the Postmaster filters are applied? I am thinking if filter 2 is run before filter 1 OTRS will still not send automatic replies. Or am I mistaken?
Thank you!
I don't want to confuse the agents with more queues so I'll create 2 postmaster filters.
Basically I'll have to do:
Postmaster filter 1:
From @domain.com set X-Loop to True
Posmaster filter 2:
From mailgenerator@domain.com set X-Loop to False
Is there any way to control in which order the Postmaster filters are applied? I am thinking if filter 2 is run before filter 1 OTRS will still not send automatic replies. Or am I mistaken?
Thank you!
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reneeb
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Re: Postmaster filter question
It's ordered alphabetically...
Perl / Znuny development: http://perl-services.de
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Commercial add ons: http://feature-addons.de
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Re: Postmaster filter question
I have 2 rules now:
"Do not Reply to @domain.com" with the following settings:
From @domain.com X-OTRS-Loop True
Stop after match NO
"Reply to mailgenerator@domain.com" with:
From mailgenerator@domain.com X-OTRS-Loop False
Stop after match NO
Unfortunately OTRS is still not sending replies to mailgenerator@domain.com ... What am I doing wrong?
Thank you again!
"Do not Reply to @domain.com" with the following settings:
From @domain.com X-OTRS-Loop True
Stop after match NO
"Reply to mailgenerator@domain.com" with:
From mailgenerator@domain.com X-OTRS-Loop False
Stop after match NO
Unfortunately OTRS is still not sending replies to mailgenerator@domain.com ... What am I doing wrong?
Thank you again!
Re: Postmaster filter question
Do you have this:
@domain.com
or this:
.*@domain.com
in your first rule? It should be the second.
@domain.com
or this:
.*@domain.com
in your first rule? It should be the second.
Re: Postmaster filter question
yes I have the first one
what's the difference please?
thank you!
what's the difference please?
thank you!
Re: Postmaster filter question
I think I've got it 
X-OTRS-Loop flag can only be True. I've tested with only 1 postmaster filter and set it to false but it didn't make a difference.
So now I have a rule with named "1 Reply to ..." so that I am sure it's the first rule to run
From mailgenerator@domain.com
X-OTRS-State Open --> basically don't do anything
Stop after Match: Yes --> so it won't reach the next rule
Thank you for your support!
X-OTRS-Loop flag can only be True. I've tested with only 1 postmaster filter and set it to false but it didn't make a difference.
So now I have a rule with named "1 Reply to ..." so that I am sure it's the first rule to run
From mailgenerator@domain.com
X-OTRS-State Open --> basically don't do anything
Stop after Match: Yes --> so it won't reach the next rule
Thank you for your support!