Thanks Geoff, appreciate you sharing this info and that it's working in a real-world environment. Derek ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Allen, Geoff Sent: Friday, August 06, 2010 10:08 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4 Auto Response Limit 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...) ________________________________ The information transmitted in this e-mail and attachments is intended only for the use of the intended recipient and may contain confidential and/or proprietary material. Any review, retransmission, dissemination or other use of, or taking any action in reliance on, this information by persons or entities other than the intended recipient is prohibited. The foregoing message contains information that may be legally privileged, confidential, proprietary or otherwise protected by law from disclosure, and is intended only for the use of the addressee(s) named above. If you are not the intended recipient of this message, or the employee or agent responsible for delivery of it to the intended recipient, you are hereby notified that any dissemination or copying of this message is strictly prohibited. If you have received this message is error, please immediately notify us by telephone at 403.513.8600 and delete the message. Thank you.