/build/static/layout/Breadcrumb_cap_w.png

KACE Product Support Question


Comment looping

03/21/2016 1240 views
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?
2 Comments   [ + ] Show comments

Comments

  • This content is currently hidden from public view.
    Reason: Removed by member request For more information, visit our FAQ's.
  • Is there anyone else who can offer a solution to this design flaw?
  • 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

All Answers

0
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.

Answered 06/07/2016 by: JasonEgg
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?
    • 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

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login

Share

 
This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ