Detect Out of Office Reply's and Non delivery Reports
Currently the kbox handles out of office reply's and non delivery reports as normal e-mail.
this causes the following issues.
- closed tickets are reopened
- mail loops are created.
I think the kbox should inspect the Return-Path: header of an e-mail on arrival.
If the return-path is empty or like
Return-Path: < >
Then it is an auto-reply message..
if the message can not be attached to an existing ticket, log and drop it... no reply message.
if the message can be attached to an existing ticket it can be done for debugging reasons.. but it should not trigger any workflow. ticket should stay closed if it was closed, and no mail should follow.
This request was implemented in the SMA (K1) 7.1 release
Marcus Oddo commented
Can you add a a block to specific addresses? All our undeliverable messages come from MicrosoftExchange329e71ec88ae4615bbc36ab6ce41109e@org.org
The current settings can onle name specific words in a subject line. But what if users would like make tickets about an undeliverable message by forwarding it to the helpdesk then it will be ignored and not create a new ticket.
Randy Bye commented
Any progress on this? It's been under review for nearly 2 years.
Ranjit Singh commented
template calendar can take help from here
This (email loops) has happened to us three times; last time it borked the K1000 box with 500,000 change events for a single ticket.
It's about time the system takes care of bad emails without requiring us users to have to figure out unsupported custom ticket rules! Bounced emails happen so deal with it! Users paste semicolon separated emails into the CC list so deal with it!
This should have been included by default. Currently trying to prevent this issue by using custom rules that are 'not supported' by Dell from Dell...
I think we all would agree that we would like to have an update on this issue. Thank you.
Matthias Smit commented
I'd also prefer Randy's solution, which should be fairly easy to implement I think? However Marcel's solution also works for us.
Any ETA for the implementation of either on of those in a release? (weeks/months/year/years?)
If this can be implemented before summer 2016 I think we can wait for it, if longer we will probably take a look at the custem rules using SQL queries to implement the workaround. (as suggested by support)
Below support answer:
at the moment there is no built-in way to prevent those Out of Office messages. But there is a uservoice article to add such a feature in a current version and it is currently under review:
What you can do, is of course, create a custom ticket rule to prevent those messages from re-opening tickets. Custom ticket rules are not covered by support since there are often rather large SQL Queries involved.
But there are some interesting articles that describe the basic procedure:
Michael McNally commented
Randy's solution makes sense. Use RFC defined methods whenever possible. In fact, it seems like this would be the best method to use to prevent auto-reply ticket creation loops, instead of whatever arcane method is currently used.
Randy Bye commented
Per RFC 3834 Automatic responses SHOULD NOT be issued in response to any message which contains an Auto-Submitted header field where that field has any value other than "no".
Can this header be added to out going mail? For many systems, this would take care of the out of office replies being generated.
Maarten Vlasblom commented
In my opinion this should get some priority. It is very inconvenient that tickets are re-opened because of Out of Office replies. We are luckily only sending only 1 Out of Office reply per day but if you send them out on each received e-mail you will construct a loop.