Prevent KACE from putting out of office updates in a ticket

KACE currently will put a person's out of office reply into a ticket if they receive an emailed ticket update.  I am already using the ticket rule provided by KACE to prevent an email loop which can be created by an out of office message.  What I would really like is to somehow prevent allowing a ticket comment from an out of office response.  Is there any way to not allow a ticket comment per an email's subject from an out of office reply?

An out of office reply has a subject "Automatic reply: <custom message user chose>", so could I prevent a ticket update if the email contains the subject "Automatic reply:" and let any other email ticket updates make a comment?

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Answers (2)

Posted by: dedenker 7 years ago
3rd Degree Black Belt
I had the same problem with Zabbix.
Best thing was to configure the mail box directly no rule in Zabbix.
So if subject contains "Out of Office" or "Auto reply" (anything matching), drop message.

Or a more general rule in you email system (for all users) that will set not to auto reply to that KACE email address.
Posted by: Nico_K 7 years ago
Red Belt
see this KB article how to create a custom ticket rule for solving this issue:

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