E-Mail Headers#

Using special and standard headers, an administrator can set ticket data using the PostMaster filters to set ticket attributes during inbound email processing automatically. The headers that can be used in the set criteria of the PostMaster filters are listed below in the table.

Trust Level#

As a security measure, it’s not possible to process X-OTRS headers of an inbound message, without verifying the trust level. The trust level for an email is set at the mailbox level. Therefore they can be set using a PostMaster filter.

See also

Configure Mailbox Collection

For local mail delivery via procmail, trust is assumed and can be selectively disabled where necessary with procmail configuration not covered here.

If an account is trusted, X-OTRS headers found in a mail message will automatically be applied.

Header Format#

There are two different types of headers that can be used in automatic processing of email.the initial header has the form X-OTRS-Key. For follow-up information the format is X-OTRS-FollowUp-Key.

A follow-up key will be applied, only if the email was successfully detect as a follow-up to an existing ticket.

Header Configuration#

All headers which are to be considered in email processing are configured under PostmasterX-Header in the system configuration. These headers are only listed here without the FollowUp counterparts, but can be used as FollowUp as well.

Default Header Table:

Key

Example Value

Description

X-OTRS-Priority

1 very low

Any valid system priority.

X-OTRS-Queue

Postmaster

Any valid system queue.

X-OTRS-Lock

lock

Any valid ticket lock.

X-OTRS-Ignore

1

Ignore mail (1) keep mail (Default:0)

X-OTRS-State

open

Any valid ticket state.

X-OTRS-Type

Unclassified

Any valid ticket type.

X-OTRS-Service

Service Name

Any valid ticket service.

X-OTRS-SLA

SLA Name

Any valid ticket SLA.

X-OTRS-CustomerUser

customer

Any valid customer user login.

X-OTRS-CustomerNo

customer_id

Any valid customer id.

X-OTRS-SenderType

agent

Any valid sender type.

X-OTRS-IsVisibleForCustomer

1

Visible (Default: 1) or not visible (0)

X-OTRS-DynamicField_Field

Value

Value depends on dynamic field type. Must be a field of object Ticket.

X-OTRS-Loop

1

Suppress auto-replies if set to 1/true

X-OTRS-FollowUp-State-Keep

1

Keep the last set ticket state (1) (Default: 0)

X-OTRS-AttachmentExists

1

Has attachment (1) has none (0).

X-OTRS-AttachmentCount

4

Has a specified number of attachments.

X-OTRS-Owner

agent

Any valid user login.

X-OTRS-OwnerID

45

Any valid user id.

X-OTRS-Responsible

agent

Any valid user login.

X-OTRS-ResponsibleID

48

Any valid user id.

X-OTRS-Title

Title

Any text.

X-OTRS-BodyDecrypted

1

Store body decrypted.

Note

Headers can be manually extended to support own headers, and they already support all standard headers as well for the filter criteria.

List of included headers. See this resource for more info.

  • 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