Hello,

I have seen this issue in the past and have just seen it again. We have a temperature sensor set to email a ticket if an alert is triggered. Something must have changed on exchange or someone's mailbox causing the email address to be invalid. Kbox sends its updates to the ticket owner and the mail server returns a failure message. This failure then creates an endless loop of updates on the ticket and if there is a ticket owner, an endless loop of emails to them.

I have to either delete the ticket and let the mail server finish its loop and generate a new ticket or add the invalid email address to my mailbox. In the few cases this has happened, adding the address is perfectly but I want to prevent any future outbreaks.

I am terrible at making code and ticket rules in kbox. Does anyone know of a simple way to block duplicate text in a ticket update? Like if its from the same source with the same message (excluding any text with a timestamp) it just ignores it or at least doesn't reply to the owner? If that is possible we would still at least see the first failure and know there is an issue with the address without all of the annoyance of multiple notifications.
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Are you using a custom ticket rule to email the submitter or the system rule? If you are using a custom rule then it isn't difficult to modify it to exclude the email address from notifications.
Answered 09/07/2015 by: chucksteel
Red Belt

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Here's another posting to look at:  http://www.itninja.com/question/comment-looping

We have a similar problem so have implemented custom rules to 
1) watch for poorly formatted CC lists (e.g., semicolon instead of comma separated emails) and 
2) from addresses we don't want to create tickets like "postmaster@" or "Mailer-Daemon@." We also have the system 

3) identify some addresses we don't want to consider valid by using the "Define System Email Exclusion List" under Service Desk Settings

Answered 06/27/2016 by: RichB
Third Degree Green Belt

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