Core → Email → PostMaster

AutoResponseForWebTickets

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'

KeepStateHeader

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

LoopProtectionLog

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

LoopProtectionModule

Default loop protection module.

This setting can not be deactivated.

Default value:

--- Kernel::System::PostMaster::LoopProtection::DB

PostMaster::CheckFollowUpModule###0000-BounceEmail

Executes follow-up checks on OTRS Header 'X-OTRS-Bounce'.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::BounceEmail

PostMaster::CheckFollowUpModule###0100-Subject

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

PostMaster::CheckFollowUpModule###0200-References

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

PostMaster::CheckFollowUpModule###0300-Body

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

PostMaster::CheckFollowUpModule###0400-Attachments

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

PostMaster::CheckFollowUpModule###0500-RawEmail

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

PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCustomers

Controls if CustomerID is automatically copied from the sender address for unknown customers.

This setting can not be deactivated.

Default value:

--- '1'

PostMaster::PreCreateFilterModule###000-FollowUpArticleVisibilityCheck

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

PostMaster::PreFilterModule###000-DecryptBody

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'

PostMaster::PreFilterModule###000-DetectAttachment

Module used to detect if attachments are present.

Default value:

---
Module: Kernel::System::PostMaster::Filter::DetectAttachment

PostMaster::PreFilterModule###000-DetectBounceEmail

Module to check if a incoming e-mail message is bounce.

Default value:

---
Module: Kernel::System::PostMaster::Filter::DetectBounceEmail

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition1

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

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition2

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

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition3

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

PostMaster::PreFilterModule###000-ExternalTicketNumberRecognition4

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

PostMaster::PreFilterModule###000-MatchDBSource

Module to use database filter storage.

This setting can not be deactivated.

Default value:

---
Module: Kernel::System::PostMaster::Filter::MatchDBSource

PostMaster::PreFilterModule###000-SMIMEFetchFromCustomer

Module to fetch customer users SMIME certificates of incoming messages.

Default value:

---
Module: Kernel::System::PostMaster::Filter::SMIMEFetchFromCustomer

PostMaster::PreFilterModule###1-Match

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

PostMaster::PreFilterModule###2-Match

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: '[***]'

PostMaster::PreFilterModule###3-NewTicketReject

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

PostMaster::PreFilterModule###4-CMD

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

PostMaster::PreFilterModule###5-SpamAssassin

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

PostMaster::PreFilterModule###6-SpamAssassin

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

PostMaster::PreFilterModule::NewTicketReject::Body

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"

PostMaster::PreFilterModule::NewTicketReject::Sender

Defines the sender for rejected emails.

This setting is not active by default.

Default value:

--- noreply@example.com

PostMaster::PreFilterModule::NewTicketReject::Subject

Defines the subject for rejected emails.

This setting can not be deactivated.

Default value:

--- Email Rejected

PostMasterMaxEmailSize

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'

PostMasterReconnectMessage

The maximum number of mails fetched at once before reconnecting to the server.

This setting can not be deactivated.

Default value:

--- '20'

PostmasterAutoHTML2Text

Converts HTML mails into text messages.

This setting can not be deactivated.

Default value:

--- '1'

PostmasterBounceEmailAsFollowUp

Indicates if a bounce e-mail should always be treated as normal follow-up.

This setting can not be deactivated.

Default value:

--- '1'

PostmasterDefaultPriority

Defines the default priority of new tickets.

This setting can not be deactivated.

Default value:

--- 3 normal

PostmasterDefaultQueue

Defines the postmaster default queue.

This setting can not be deactivated.

Default value:

--- Raw

PostmasterDefaultState

Defines the default state of new tickets.

This setting can not be deactivated.

Default value:

--- new

PostmasterFollowUpOnUnlockAgentNotifyOnlyToOwner

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

PostmasterFollowUpState

Defines the state of a ticket if it gets a follow-up.

This setting can not be deactivated.

Default value:

--- open

PostmasterFollowUpStateClosed

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

PostmasterHeaderFieldCount

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'

PostmasterMaxEmails

Maximal auto email responses to own email-address a day (Loop-Protection).

This setting can not be deactivated.

Default value:

--- '40'

PostmasterMaxEmailsPerAddress

Maximal auto email responses to own email-address a day, configurable by email address (Loop-Protection).

Default value:

--- {}

PostmasterUserID

Specifies user id of the postmaster data base.

This setting can not be deactivated.

Default value:

--- '1'

PostmasterX-Header

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-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

SendNoAutoResponseRegExp

If this regex matches, no message will be send by the autoresponder.

This setting can not be deactivated.

Default value:

--- (MAILER-DAEMON|postmaster|abuse)@.+?\..+?