Does anyone know a way to prevent tickets from being created or commented by a user having out of office on?
0 Comments   [ - ] Hide Comments


Please log in to comment

Rating comments in this legacy AppDeploy message board thread won't reorder them,
so that the conversation will remain readable.
Answer this question or Comment on this question for clarity


Please view the following KB Article


Let me know if this helps.

Answered 03/18/2011 by: afzal
Fourth Degree Green Belt

Please log in to comment
Thanks for the info and quick reply. Unfortunately that's not exactly it. I'm not getting loops, I just want to prevent getting an auto-reply period. If a user is out and we add a comment to their ticket, it emails them and then their mailbox replies with an out of office answer. Not the end of the world if it adds a comment, but when it's a closed ticket email it creates a new ticket when their auto-reply responds.
My previous help desk app had a place where you could deny certain Subjects etc

Answered 03/18/2011 by: gbartholomew
Senior Yellow Belt

Please log in to comment
You could probably modify the above link to maybe do what you are looking for. Kace also has another KB called "How to Use Ticket Rules To Suppress Emails About Machine Or User Deletes On Closed Tickets." This has a little section at the end "Appendix: If tickets are being reopened ", which you may also be able to modify to fit your needs.

I have also been noticing the same issue in my company lately so I may "try" to write a rule that does what you are looking for tonight or this weekend. I will let you know what I come up with.

You could also add this to Kace's uservoice website to see if Kace will add it to the next release.

Here is the link to that post: http://www.kace.com/support/kb/index.php?action=artikel&cat=8&id=794&artlang=en
Answered 03/18/2011 by: ustacp
Second Degree Blue Belt

Please log in to comment