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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  • Is there anyone else who can offer a solution to this design flaw?
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Here's another set of Custom Ticket Rules to avoid looping:

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.

Answered 06/07/2016 by: JasonEgg
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Answered 03/22/2016 by: chucksteel
Red Belt

  • 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.
    • 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.
      • 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.
  • Also, we cannot disable the “Accept email from unknown users" option as almost all of our tickets come from email from outside our organization.
  • No other suggestions?
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