Core → Email → PostMaster

April 12, 2024

Table of Contents

AutoResponseForWebTickets

If this option is enabled, tickets created via the web interface, via external or agent interface, 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:

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

OTRSOutOfOffice-Header

The X-OTRS-Header which indicates that the current status of a ticket should NOT be altered.

This setting is not active by default.

Default value:

X-OTRS-OutOfOffice

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 email 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::CheckFollowUpModule###0600-ExternalTicketNumberRecognition

Checks if an email is a follow-up to an existing ticket with external ticket number which can be found by ExternalTicketNumberRecognition filter module.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::FollowUpCheck::ExternalTicketNumberRecognition

PostMaster::ModifierModule###1-PGPMixedUpEncryption

Module to modify and fix incoming messages for PGP encryption coming from MS-Exchage.

This setting is not active by default.

Default value:

---
Module: Kernel::System::PostMaster::Modifier::PGPMixedUpEncryption

PostMaster::NewTicket::AutoAssignCustomerIDForUnknownCustomers

Controls if customer ID is automatically copied from the sender address for unknown customers. Please keep it in sync with WebApp::API::Agent::Ticket::Create::AutoAssignCustomerIDForUnknownCustomers.

This setting can not be deactivated.

Default value:

PostMaster::PostFilterModule###999-EmailSecurityContentUpdate

Module to decrypt encrypted incoming e-mails and update the article accordingly.

Default value:

---
Module: Kernel::System::PostMaster::Filter::EmailSecurityContentUpdate

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###0-AAA-SMIMEFetchFromCustomer

Module to fetch customer users S/MIME certificates of incoming messages.

Default value:

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

PostMaster::PreFilterModule###0-AAB-EmailSecurityContentGet

Module to decrypt encrypted bodies of incoming messages so that filtering these messages is possible.

Default value:

---
Module: Kernel::System::PostMaster::Filter::EmailSecurityContentGet

PostMaster::PreFilterModule###000-DetectAttachment

Module used to detect if attachments are present (“X-OTRS-AttachmentExists” will be set to yes or no; “X-OTRS-AttachmentCount” will be set accordingly). Filenames of the attachments will be put into “X-OTRS-AttachmentNames” header seperated by ;.

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. “FromAddressRegExp” contains the regular expression to filter incoming mails. Only mails matching this From: address will be considered for ticket number recognition. Leave this option empty to disable filtering and allow any sender address. “NumberRegExp” contains the regular expression to extract the ticket number from the subject and/or ticket body and the first capturing group will be used as the ticket number value. Example: The default regular expression will match occurrences of “Incident-12354” and will put the part between parentheses in the dynamic field defined in “DynamicFieldName”, in this case “12354”. This setting is mandatory. If “SearchInSubject” is set to “1”, the email subject is searched for a ticket number. If “SearchInBody” is set to “1”, the email body is searched for a ticket number. If “TicketStateTypes” is given, it will search for only open external tickets of given state types separated with semicolons. “DynamicFieldName” defines the dynamic filed that is used to store the external ticket number. The dynamic field must exist in the system and has to be valid. This setting is mandatory. “SenderType” defines the sender type used for the articles to be created. “IsVisibleForCustomer” defines if the articles to be created are visible to customer users.

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

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

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

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###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: echo 123
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###999-AgentEmailInterface

An email agent interface. The AgentInterfaceAddress should be set to the same as in Core → Email → NotificationSenderEmail.

This setting is not active by default.

Default value:

---
AgentInterfaceAddress: otrs-agent@example.org
Module: Kernel::System::PostMaster::Filter::AgentEmailInterface

PostMaster::PreFilterModule::NewTicketReject::Body

Defines the body text for rejected emails.

This setting can not be deactivated.

Default value:

Dear Customer,

Unfortunately we could not detect a valid ticket number
in your subject, so this email can't be processed.

Please create a new ticket via the customer panel.

Thanks for your help!

 Your Helpdesk Team

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:

PostMasterReconnectMessage

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

This setting can not be deactivated.

Default value:

PostmasterAutoHTML2Text

Converts HTML mails into text messages.

This setting can not be deactivated.

Default value:

PostmasterBounceEmailAsFollowUp

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

This setting can not be deactivated.

Default value:

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

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:

PostmasterMaxEmails

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

This setting can not be deactivated.

Default value:

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:

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
- 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-AttachmentNames
- 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
- X-OTRS-OutOfOffice

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)@.+?\..+?

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