Hi. Sometimes it happens that we need to forward a ticket to an external service provider and sometimes they have some kind of auto responder set up saying "thanks for you mail, we'll get back to you whenever". This autoreply happens to strip all OTRS information from the mail so it will generate a new ticket in OTRS. OTRS then replies with "thanks for your mail, we've created a brand new ticket for you!" and then we have the loop. There's some loop detection in SysConfig but it is already enabled and I can't seem to configure anything in it. My solution so far has been to suspend the Postmaster POP3 and log in to the mail server with a Thunderbird client and delete all the "thank you" mail in the mailbox and then restart OTRS. Is there a smarter way of avoiding these loops? Can we disable auto-replies for mail not sent from our domain name? -- Lars Jørgensen Netværksadministrator Gyldendal A/S Tlf. 33 75 57 95
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hej Lars, Lars Jørgensen schrieb:
Hi.
Sometimes it happens that we need to forward a ticket to an external service provider and sometimes they have some kind of auto responder set up saying "thanks for you mail, we'll get back to you whenever".
This autoreply happens to strip all OTRS information from the mail so it will generate a new ticket in OTRS.
OTRS then replies with "thanks for your mail, we've created a brand new ticket for you!" and then we have the loop.
There's some loop detection in SysConfig but it is already enabled and I can't seem to configure anything in it. My solution so far has been to suspend the Postmaster POP3 and log in to the mail server with a Thunderbird client and delete all the "thank you" mail in the mailbox and then restart OTRS.
Is there a smarter way of avoiding these loops? Can we disable auto-replies for mail not sent from our domain name?
you can use a postmaster filter to find out if it's an auto-reply and ignore these mails so that these do not cause a new ticket. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFIeF/DvXo8m5PgoXQRAj9AAJ9+Zboxf9QmWMIKoq6rfCiMYBu+DACcDd7m rAMWw0VmK+9xu88qHd62qKg= =ESca -----END PGP SIGNATURE-----
Den 12/07/2008 kl. 09.39 skrev Torsten Thau:
Is there a smarter way of avoiding these loops? Can we disable auto- replies for mail not sent from our domain name?
you can use a postmaster filter to find out if it's an auto-reply and ignore these mails so that these do not cause a new ticket.
Yeah, we've been over this on the list before. I would like to get some of the auto replies; when people are on vacation it's valid information to be entered into the ticket. But I'll look into creating a postmaster filter to ignore emails coming from outside the company and being auto replies. By the way, how do I make OTRS ignore an incoming message? -- Lars
-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hej Lars,
you can use a postmaster filter to find out if it's an auto-reply and ignore these mails so that these do not cause a new ticket.
Yeah, we've been over this on the list before. I would like to get some of the auto replies; when people are on vacation it's valid information to be entered into the ticket.
...yupp - now I remember, that I've read something like this before :-D However, it's quite difficult if you don't have any references in the incoming auto-response-mail. Some dirty approach: one could write a quite custom postmaster filter which recognizes auto-responses and simply attaches them to the most recent open or pending ticket with this customers email-address. If no open or pending ticket is available, the mail is skipped/ignored.
But I'll look into creating a postmaster filter to ignore emails coming from outside the company and being auto replies.
By the way, how do I make OTRS ignore an incoming message?
You can set the X-OTRS-Header "X-OTRS-Ignore" to 1 or put it directly into some "regularly-to-be-vacuumed-queue" - the result is the same :) regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFIeJRUvXo8m5PgoXQRAuagAJsHMl0oUzMmmAdC6Ymqq8jqdsWzMACfaAO3 BjtZf/gHLX4VRJ2j//UB02s= =qhPG -----END PGP SIGNATURE-----
participants (2)
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Lars Jørgensen -
Torsten Thau