Comment looping
Greetings,
We are having a problem with tickets getting caught in a comment loop. A ticket is submitted via email; there is a dead email address CC'd on it (say a user who has left the organization for example). Comment notifications are send out, an NDR is returned, another comment notification, another NDR, ad infinitum. Is there a way to combat this?
We are having a problem with tickets getting caught in a comment loop. A ticket is submitted via email; there is a dead email address CC'd on it (say a user who has left the organization for example). Comment notifications are send out, an NDR is returned, another comment notification, another NDR, ad infinitum. Is there a way to combat this?
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Answers (2)
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Posted by:
JasonEgg
7 years ago
Here's another set of Custom Ticket Rules to avoid looping: http://www.itninja.com/blog/view/stop-kace-ticket-email-loops
I,too, could not find a completely satisfactory solution to this problem, so in our environment we took care of everything with spam filter rules.
Here is a uservoice entry for this feature request: https://kace.uservoice.com/forums/82699-k1000/suggestions/5653636-detect-out-of-office-reply-s-and-non-delivery-repo
Posted by:
chucksteel
8 years ago
There are two articles in the Knowledge Base that might address your issue:
Comments:
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Tried both already. The invalid email screener rule helps a little, but the OOF rule does nothing. It's NDR's that come back on an invalid or inactive email that cause the loops. - inds 8 years ago
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Depending on the email addresses of the account reporting the NDR you could have your rules ignore updates from those addresses (if you are using custom rules and not system rules). For instance, you could exclude any changes made by postmaster@ addresses. - chucksteel 8 years ago
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As almost all of our tickets are from outside sources, we cannot be sure which addresses will cause a problem, or when someone will add to the CC list an invalid or inactive address. - inds 8 years ago
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Also, we cannot disable the “Accept email from unknown users" option as almost all of our tickets come from email from outside our organization. - inds 8 years ago
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No other suggestions? - inds 8 years ago
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Once an invalid email address slips to the ticket via email or reply (cc,to,bcc) the system will reply with " Delivery Status Notification (Failure) "
you can ignore known invalid emails (e.g.: mailr-daemon@....) from opening a ticket as follows:
step 1 - service desk > configuration > service desk email preferences
Step 2 - click "define system email exclusions
Step 3 - click "add email exclusion"
step 4 - add the invalid emails to the list - mulimotola 5 years ago
you can ignore known invalid emails (e.g.: mailr-daemon@....) from opening a ticket as follows:
step 1 - service desk > configuration > service desk email preferences
Step 2 - click "define system email exclusions
Step 3 - click "add email exclusion"
step 4 - add the invalid emails to the list - mulimotola 5 years ago