We have also been caught by these endless loops of two autoresponders having a conversation, and agree that setting X-OTRS-Ignore or X-OTRS-Loop works well. However, it’s then necessary to set a Postmaster Filter for every such case (I’ve no feel for how many such filters we can set before impacting on performance). Usually you only discover the loop once it’s in progress as you don’t always know what is going to send you an automated reply.
There are some other circumstances under which loops are caused – possibly of our own making (having agent notifications set, where the agent email address is the same as our incoming help mail address – that generated a loop going into the ticket body). I have seen mention somewhere of some ‘loop protection’ built into OTRS but haven’t any info on just what it is and what it protects against. It would be good if there were some more general mechanism to flag or stop loops – most mail servers have this kind of functionality of course. Regards Phil On 06/08/2010 19:18, "Bannard, Derek" <derek.bann...@niskapartners.com> wrote: Thanks, this is great information. I see your point about it not being a workaround. Guess I’m too used to the terminology from making other software work the way I need it to work. Not used to having something that has the functionality already built-in. :) Thanks again. Derek ________________________________ From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Nils Leideck - ITSM Sent: Friday, August 06, 2010 11:20 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] OTRS 2.4 Auto Response Limit Hi, On 06.08.2010, at 18:59, Bannard, Derek wrote: Is it possible to have a built-in option to check for this looping, or have a filter area to put e-mail addresses to not send auto response e-mails to. Something in a GUI would be great… so I don’t take down another OTRS deployment server… again. LOL Someone once told me… “A manual workaround is something you can always use to get the job done, while a workaround with a GUI is something you can call a feature and make a profit from.” I think this is M$ sales model…? The used model is not a workaround, it is a use of two OTRS mechanisms. You could also define a PostMaster Filter fetching for match and set X-OTRS-Ignore or X-OTRS-Loop to yes (see more in doc/X-OTRS-Headers.txt). For Geoffs setup - and he should get the credits as well ;-) - we used a status as the status is also used by Agents manually when creating tickets for cases where there shouldn’t be an auto answer. Another one, you could use the settings in SysConfig -> Ticket -> Core::Postmaster to avoid auto-replies coming from special addresses, but I think this would be even less GUI-directed ;-) and is not as flexible as the PostMaster Filter in the Admin Panel. Freundliche Grüße / Kind regards Nils Leideck --------------------------------------------------------------------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs NEW! ENTERPRISE SUBSCRIPTION - Get more information NOW! http://www.otrs.com/en/support/enterprise-subscription/
