Our organization has been using OTRS (currently 1.3.6) for about a year. In that time we have had 3 occasions where massive email loops have created many thousands of tickets (110,000+ in the latest occurrence) and spewed out an even greater number of unnecessary emails. Cleaning up the unwanted tickets and emails, and calming down overwhelmed colleagues, has been as annoying and time-consuming as you would expect. I understand there is a loop protection feature in OTRS (currently configured with the default value of 40), but that doesn't seem to prevent this problem. Some details about our configuration: -- a cron task reads from a POP mailbox every 2 minutes and creates tickets from any emails received. -- an auto-acknowledgement is sent to the originator of emails that are received. -- an automated alert email is sent to agents who have activated the queue in their "My Queues" preference. In the latest loop episode, an individual unthinkingly forwarded his personal email address to the one read by OTRS. This precipitated the endless loop (which started on a Friday evening and was not discovered until the following Monday morning). Each acknowledgement email was creating a new ticket. Can anyone offer suggestions on how to prevent such loops from occurring? (We already have an email filter in OTRS that discards "Out of Office" email responses (which were a cause of one of our prior loop episodes.) And does 2.0.2 have better capabilities than 1.3.x for this purpose? (And one related question: When we created a generic agent script to delete the bogus tickets, it would only do so 1,000 at a time. Where is this limit imposed, and is it possible to relax it?) --Jim Edlin ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ ~ Jim Edlin Tides, Inc. 415-561-6304 v 415-561-6301 f jedlin@tides.org http://www.tides.org http://www.tides.org/