Thanks, this is great information.

 

I see your point about it not being a workaround.  Guess I’m too used to the terminology from making other software work the way I need it to work.  Not used to having something that has the functionality already built-in.  J

 

Thanks again.

 

 

Derek

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM
Sent: Friday, August 06, 2010 11:20 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS 2.4 Auto Response Limit

 

Hi,

 

On 06.08.2010, at 18:59, Bannard, Derek wrote:



Is it possible to have a built-in option to check for this looping, or have a filter area to put e-mail addresses to not send auto response e-mails to.

Something in a GUI would be great… so I don’t take down another OTRS deployment server… again.  LOL 

Someone once told me…

“A manual workaround is something you can always use to get the job done, while a workaround with a GUI is something you can call a feature and make a profit from.”

I think this is M$ sales model…?

The used model is not a workaround, it is a use of two OTRS mechanisms.

 

You could also define a PostMaster Filter fetching for match and set X-OTRS-Ignore or X-OTRS-Loop to yes (see more in doc/X-OTRS-Headers.txt).

For Geoffs setup - and he should get the credits as well ;-) - we used a status as the status is also used by Agents manually when creating tickets for cases where there shouldn’t be an auto answer.

 

Another one, you could use the settings in SysConfig -> Ticket -> Core::Postmaster to avoid auto-replies coming from special addresses, but I think this would be even less GUI-directed ;-) and is not as flexible as the PostMaster Filter in the Admin Panel.

 

Freundliche Grüße / Kind regards

Nils Leideck

-- 
Nils Leideck
Senior Consultant

nils.leideck@leidex.net
nils.leideck@otrs.com


http://webint.cryptonode.de / a Fractal project

 


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