Auto-Reply is always send, not only if the sender is customer


I’ve set up a file server to send notifications to zammad if a backup fails. For the file server email address I added the role “System” and assigned the user to this role.
The auto reply trigger is set to “Customer”, so I expected the file server should not receive auto replies from zammad. Unfortunately, zammad is still sending auto-replies on each notification.
How can I setup the trigger to only send auto-replies, if the sender of the original email is assigned the “Customer” role?

  • Used Zammad version: 2.8
  • Used Zammad installation source: source
  • Operating system: FreeBSD
  • Browser + version: FireFox 64

Expected behavior:

  • The Auto-Reply should only be send if the sender of the incoming email is a “Customer”. Not if the role of the sender is set to “System”

Actual behavior:

  • Auto-Reply is send to users with the role “System”

Steps to reproduce the behavior:

  • Add Role “System”
    Assign Role “System” to user ""
    Setup Trigger for auto-reply with “Sender”->“is”->“Customer”
    Send Email from "" to Zammad

Sorry I have trouble following that - could you please share the output of "User.find_by(email: ‘fileserver@domain.tld’) so I can understand what exactly is configured?

this is the output:
=> #<User id: 13, organization_id: 2, login: "", firstname: “nas”, lastname: “”, email: "", image: nil, image_source: nil, web: “”, password: “$argon2i$v=19$m=65536,t=2,p=1$T/ObH/oywYZZHMytfPmK…”, phone: “”, fax: “”, mobile: “”, department: “”, street: “”, zip: “”, city: “”, country: “”, address: “”, vip: false, verified: false, active: true, note: “”, last_login: nil, source: nil, login_failed: 0, out_of_office: false, out_of_office_start_at: nil, out_of_office_end_at: nil, out_of_office_replacement_id: nil, preferences: {“tickets_open”=>0, “tickets_closed”=>9, “signature_detection”=>"\ kernel log messages:\n>"}, updated_by_id: 3, created_by_id: 13, created_at: “2019-01-25 19:01:25”, updated_at: “2019-01-28 05:52:51”>

What I wanted, is that if this user creates a new ticket through an email, he should not receive the auto-reply (Thanks for your inquiry…)

Sorry for the late reply, this somehow went out of my radar.
If you want to disable auto replies to all customers, just disable the trigger and you should be fine :slight_smile:

If it only applies to e.g. an automatic system you can either solve this with a dropdown “no-autoreply” with selection (true, false) and could filter for that. If it’s only one address you could add the condition: FROM contains not

The reason the trigger runs on your nas as well should be, that the nas address is assigned the customer role. In my opinion it should that way.

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