Can the auto responses be send to the forwarded emails?

[sunny]

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 send AR to the end user?

if email address = support@otrs.com so no auto response is going which is OK because of loop protection logic implemented by OTRS but here the end party is 'customer@abc.com' where I do want to send auto response.


The forwarding appears to be a pass-through. It is currently setup to send a copy of the email to support@otrs.com and the emails appear to be coming from the original email authors not the common mailbox, so the "From" address remains customer@abc.com.

using OTRS 5 currently