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...) [cid:image001.gif@01CB3543.31E93880] Derek Bannard [MCP, MCDST] Analyst, Information Technology Niska Gas Storage Partners LLC Direct: 403/513-8707 Cell: 403/510-9609 Fax: 403/266-0639 Web: http://www.niskapartners.com Mailing Address: 400 - 607 8th Ave SW Calgary, AB T2P 0A7 ________________________________ 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.
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...) Derek Bannard [MCP, MCDST] Analyst, Information Technology Niska Gas Storage Partners LLC Direct: 403/513-8707 Cell: 403/510-9609 Fax: 403/266-0639 Web: http://www.niskapartners.com Mailing Address: 400 - 607 8th Ave SW Calgary, AB T2P 0A7 ________________________________ 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.
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...) [cid:image001.gif@01CB354C.B3F8E150] Derek Bannard [MCP, MCDST] Analyst, Information Technology Niska Gas Storage Partners LLC Direct: 403/513-8707 Cell: 403/510-9609 Fax: 403/266-0639 Web: http://www.niskapartners.com Mailing Address: 400 - 607 8th Ave SW Calgary, AB T2P 0A7 ________________________________ 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. ________________________________ 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.
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...) Derek Bannard [MCP, MCDST] Analyst, Information Technology Niska Gas Storage Partners LLC Direct: 403/513-8707 Cell: 403/510-9609 Fax: 403/266-0639 Web: http://www.niskapartners.com Mailing Address: 400 - 607 8th Ave SW Calgary, AB T2P 0A7 ________________________________ 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. ________________________________ 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.
Hi Geoff, On 06.08.2010, at 18:07, Allen, Geoff wrote:
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”.
That is good to hear that our idea is still working ;-) 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
Nils, Yes, it works perfectly. (And for everyone else, Nils gets credit for the design, not me. J ) Geoff From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Friday, August 06, 2010 9:51 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4 Auto Response Limit Hi Geoff, On 06.08.2010, at 18:07, Allen, Geoff wrote: 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". That is good to hear that our idea is still working ;-) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.net nils.leideck@otrs.com http://webint.cryptonode.de http://webint.cryptonode.de / a Fractal project
Yes, it is good. 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...? Derek ________________________________ From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Friday, August 06, 2010 10:51 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4 Auto Response Limit Hi Geoff, On 06.08.2010, at 18:07, Allen, Geoff wrote: 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". That is good to hear that our idea is still working ;-) Freundliche Grüße / Kind regards Nils Leideck -- Nils Leideck Senior Consultant nils.leideck@leidex.netmailto:nils.leideck@leidex.net nils.leideck@otrs.commailto:nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project ________________________________ 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.
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
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. :) 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.netmailto:nils.leideck@leidex.net nils.leideck@otrs.commailto:nils.leideck@otrs.com http://webint.cryptonode.de / a Fractal project ________________________________ 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.
We have also been caught by these endless loops of two autoresponders having a conversation, and agree that setting X-OTRS-Ignore or X-OTRS-Loop works well.
However, it’s then necessary to set a Postmaster Filter for every such case (I’ve no feel for how many such filters we can set before impacting on performance). Usually you only discover the loop once it’s in progress as you don’t always know what is going to send you an automated reply.
There are some other circumstances under which loops are caused – possibly of our own making (having agent notifications set, where the agent email address is the same as our incoming help mail address – that generated a loop going into the ticket body).
I have seen mention somewhere of some ‘loop protection’ built into OTRS but haven’t any info on just what it is and what it protects against.
It would be good if there were some more general mechanism to flag or stop loops – most mail servers have this kind of functionality of course.
Regards
Phil
On 06/08/2010 19:18, "Bannard, Derek"
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.
participants (4)
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Allen, Geoff -
Bannard, Derek -
Nils Leideck - ITSM -
Stanford P.