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…)

 


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