Best practice

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[((OTRS)) Community Edition] Postmasterfilter

With the help of the postmaster filters incoming e-mails can be processed specifically in ((OTRS)) Community Edition. One use case is ignoring automatic replies or absence notes.

In the following example configuration, the content of an automatic reply is not processed and discarded as an article.

The configuration of the postmaster filters can be found in the e-mail settings in the admin area. A new filter can be created via "Add filter".

Four settings are made in the opening mask. First, a name is assigned to the filter and it is determined whether further filters are to be applied or not ("Stop after hit"). The rules are processed from top to bottom. Therefore, it is advisable to start with digits when naming the rules, as this makes the sequence easier to control.

In the second block, the filter condition is defined. Some e-mail headers are available here (e.g. Subject, From, CC). In this case, the subject is filtered using the regular expression "^Automatic response:*". Further (AND-linked) headers can be selected here.

In the last block, the action that the filter performs is selected. Some ((OTRS)) Community Edition-specific fields are available here. For example, the ticket type, priority, owner or dynamic fields can be filled with defined values. It is also possible to set several values. In this case the "Ignore-Flag" is set to "yes" - the ((OTRS)) Community Edition gets the e-mail from the stored mailbox, but ignores it.

If "Stop after hit" is activated and the filter condition applies when checking an incoming e-mail, no further configured postmaster filters are checked.

 

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Own $USERX$ macros for SNAG-View 3

Additional placeholders for the path to plugins ($USERXXX$) can be integrated very easily in SNAG-View. The following steps are necessary for this:

A new <item> entry must be created in the "resource_cfg.xml".

Note: Be careful not to change or delete existing <item> entries.

Anpassen der

Example:

Beispiel $User3$

We currently ship two predefined macros: "$USER1$ and $USER2$". After the change, the macro $USER3$ is available for the path /var/lib/nagios/libexec-customer2.

The script "/usr/bin/createNagiosCfg.sh" is then executed, so that the configuration is saved and saved in the resource.cfg.

 

By

[((OTRS)) Community Edition] Postmasterfilter

With the help of the postmaster filters incoming e-mails can be processed specifically in ((OTRS)) Community Edition. One use case is ignoring automatic replies or absence notes.

In the following example configuration, the content of an automatic reply is not processed and discarded as an article.

The configuration of the postmaster filters can be found in the e-mail settings in the admin area. A new filter can be created via "Add filter".