Here’s an outline of our setup.
In “Status” on the admin page add a new status
called “open-no-reply” that is of type “open”.
In “Notification (Event)” our auto-replies reply if
the state is “open” but not if it is “open-no-reply”.
In “Postmaster Filter” we have a rule that says if
the From address contains “lists.wsu.edu” (our email list server),
set X-OTRS-State to “open-no-reply”.
Geoff
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Bannard,
Derek
Sent: Friday, August 06, 2010 8:50 AM
To: 'User questions and discussions about OTRS.'
Subject: Re: [otrs] OTRS 2.4 Auto Response Limit
That’s a
good idea, on both counts.
Where can I make
these changes to see which one would be the best fit?
Derek
From:
otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Allen,
Geoff
Sent: Friday, August 06, 2010 9:47 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] OTRS 2.4 Auto Response Limit
I can think of a few options.
Do you need to reply to the original notification? If not,
you could use a Postmaster filter either to put it in a queue that
doesn’t have an auto-reply, or give it a state that the auto-reply is
configured to ignore (we use the latter method).
Another possibility would be to filter the reply back from
Company A and send it to the Junk queue.
Geoff
From: otrs-bounces@otrs.org
[mailto:otrs-bounces@otrs.org] On Behalf Of Bannard, Derek
Sent: Friday, August 06, 2010 7:44 AM
To: 'otrs@otrs.org'
Subject: [otrs] OTRS 2.4 Auto Response Limit
Is there a way to limit the
number or auto responses that are sent out to the same e-mail address within a
certain time period?
How would I combat the
described below issue?
Here’s my situation;
Company A sends us a monthly
notification e-mail to our OTRS inbox notifying us of an update to their
software.
Our OTRS send back a message
to their reply address indicating a ticket has been created.
So far so good…
Company A’s auto
responder now sends back a message saying they have received our e-mail, and it
will be processed. This is a generic e-mail, containing none of the
e-mail we sent to them through the OTRS auto responder, so no ticket number.
Our OTRS now sees this as a
new incident, creates and new ticket and replies back.
Now the loop begins in
earnest. (Wash, rinse, repeat…)
|
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Derek Bannard [MCP, MCDST] |
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Analyst, Information Technology |
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Niska Gas Storage Partners LLC |
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Direct: |
403/513-8707 |
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Cell: |
403/510-9609 |
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Fax: |
403/266-0639 |
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Web: |
http://www.niskapartners.com |
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Mailing Address: |
400 - 607 8th Ave SW |
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Calgary, AB T2P 0A7 |
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