RE: [otrs] Filtering and Auto Responses

11 Jun 2004

      Quick snippit of my OTRS log from inside the system - should I be
getting these from raw files somewhere?

Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Fetched 6 email(s) from
cc@192.168.1.29. 
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket
[2004061110003207] created (TicketID=1758, ArticleID=2193).  
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent not auto response to
'"System Administrator" ' because config
option SendNoAutoResponseRegExp
(/(MAILER-DAEMON|postmaster|abuse)@.+?\..+?/i) is matching! 
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket
[2004061110003191] created (TicketID=1757, ArticleID=2192).  
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent not auto response to
'"System Administrator" ' because config
option SendNoAutoResponseRegExp
(/(MAILER-DAEMON|postmaster|abuse)@.+?\..+?/i) is matching! 
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket
[2004061110003181] created (TicketID=1756, ArticleID=2191).  
Fri Jun 11 12:40:02 2004 error OTRS-PM3-10 LoopProtection!!! Send no
more emails to '"customer care" '! Max. count of
40 has been reached! 
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 New Ticket
[2004061110003172] created (TicketID=1755, ArticleID=2189).  
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent auto response
(SendAutoReply) for Ticket [2004061110003172] (TicketID=1755,
ArticleID=2190) to ''. 
Fri Jun 11 12:40:02 2004 notice OTRS-PM3-10 Sent email to
'' from 'Customer Care at joann.com
'. HistoryType => SendAutoReply, Subject =>
[Ticket#: 2004061110003172] RE: Re: Thanks! 
Fri Jun 11 12:40:01 2004 notice OTRS-PM3-10 New Ticket
[2004061110003163] created (TicketID=1754, ArticleID=2188).  
Fri Jun 11 12:40:01 2004 error OTRS-PM3-10 LoopProtection!!! Send no
more emails to '"customer care" '! Max. count of
40 has been reached! 
Fri Jun 11 12:40:01 2004 notice OTRS-PM3-10 New Ticket
[2004061110003154] created (TicketID=1753, ArticleID=2187).  
Fri Jun 11 12:33:07 2004 notice OTRS-CGI-10 Sent email to 'Maia Burt
' from 'Customer Care at joann.com
'. HistoryType => SendAnswer, Subject =>
[Ticket#: 2004061110003038] Re: order confirm 
Fri Jun 11 12:32:27 2004 notice OTRS-CGI-10 Sent email to
'gemrem2@msn.com' from 'Customer Care at joann.com
'. HistoryType => SendAnswer, Subject =>
[Ticket#: 2004061110002977] Re: Product questions/suggestions 
Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 Fetched 7 email(s) from
cc@192.168.1.29. 
Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 New Ticket
[2004061110003145] created (TicketID=1752, ArticleID=2184).  
Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 Sent not auto response to
'"System Administrator" ' because config
option SendNoAutoResponseRegExp
(/(MAILER-DAEMON|postmaster|abuse)@.+?\..+?/i) is matching! 
Fri Jun 11 12:30:09 2004 notice OTRS-PM3-10 New Ticket
[2004061110003136] created (TicketID=1751, ArticleID=2183).  

Filters - I realize now that the comment for each one says From:
customercare@joann.com and other info that does not pertain to most
filters, but that should not affect my setup.

# Job Name: 1-Match
# (sort emails with From: customercare@joann.com and Subject: General
Website/Te
chnical Questions
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'1-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'General Website/technical questions',
},
Set => {
'X-OTRS-Queue' => 'GeneralQuestions',
 },
 };

# Job Name: 2-Match
# (sort emails with From: customercare@joann.com and Subject: Other
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'2-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Other',
},
Set => {
'X-OTRS-Queue' => 'Other',
 },
 };

# Job Name: 3-Match
# (sort emails with From: customercare@joann.com and Subject:
Cancel/change/stat
us of a placed order
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'3-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Order Cancellation request',
},
Set => {
'X-OTRS-Queue' => 'OrderCancel',
 },
 };

# Job Name: 4-Match
# (sort emails with From: customercare@joann.com and Subject: Online
product que
stion or suggestion
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'4-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Product questions/suggestions',
},
Set => {
'X-OTRS-Queue' => 'ProductQuestions',
 },
 };
# Job Name: 5-Match
# (sort emails with From: customercare@joann.com and Subject: Order
Return statu
s/questions# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'5-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Order Return status/questions',
},
Set => {
'X-OTRS-Queue' => 'OrderReturn',
 },
 };

# Job Name: 6-Match
# (sort emails with From: customercare@joann.com and Subject: Questions
on placi
ng an online order
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'6-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Questions on placing an online order',
},
Set => {
'X-OTRS-Queue' => 'NewOrder',
 },
 };

# Job Name: 7-Match
# (sort emails with From: customercare@joann.com and Subject:
Registration quest
ions
# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'7-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Registration questions',
},
Set => {
'X-OTRS-Queue' => 'Registration',
 },
 };

# Job Name: 8-Match
# (sort emails with From: customercare@joann.com and Subject: Current
Order Stat
us/Order Tracking# into queue 'Order')
$Self->{'PostMaster::PreFilterModule'}->{'8-Match'} = {
Module => 'Kernel::System::PostMaster::Filter::Match',
Match => {
To => 'customercare@joann.com',
Subject => 'Current Order Status/Order Tracking',
},
Set => {
'X-OTRS-Queue' => 'OrderStatus',
 },
 }; 

-----Original Message-----
From: Robert Kehl [mailto:robert.kehl@otrs.de] 
Sent: Friday, June 11, 2004 10:40 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Filtering and Auto Responses

On Friday, June 11, 2004 6:47 PM
Juan Gonzalez  wrote:
...
From: "customer care" 
To: "customer care" 
Take care that you either do not use a system email adress as an agent's
adress or ensure that the reply that OTRS sends out to you as an agent
doesn't take the same way as incoming emails do. You'll most likely end
up with what you have: OTRS answering itself. Blame the built-in loop
protection for not ending up with several thousands of emails.

Regards,

Robert Kehl

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