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Nonstop Emails

I have some users experiencing nonstop emails from one of the tickets. Come to find out that one user's Out Of Office may be causing the issue. The thing is I thought Exchange 2010 Out Of Office is set for reply only once. But I see the user's name on the ticket over and over with a blank entry. I ended up deleting the ticket since closing it doesn't work. It would reopen from the Out Of Office and continues to send emails. Is there a way to prevent an Out Of Office or Full Mailbox message from being accepted by the OSTicket system?

Comments

  • 1) Get Microsoft (outlook) to send properly tagged Out Of Office messages - osTicket does honor standard headers and won't auto-respond to an auto response

    2) Add a ticket filter to reject emails with Out Of Office keywords 

    3) Set maximum open tickets allowed in Admin Panel > Settings > Tickets

  • 1) Get Microsoft (outlook) to send properly tagged Out Of Office messages
    Still LOLing. :)

    Jack
  • Is there a way to filter out mailbox full emails generated from Exchange? The ticket logs these as blanks, and I have a filter to look for keywords like mailbox full in emails or Microsoft Exchange in names.
  • @herman -- you can setup a filter to reject such emails on keywords match in Admin Panel > Mange > Ticket Filters. Alternatively, you can do the filtering at the mail server (inbox) level. 

    @JackRogers -- the suggestion was half-serious. Almost all email issues we have are related to M$ not following the freaking standards. It's beyond frustrating.
  • @JackRogers -- the suggestion was half-serious. Almost all email issues we have are related to M$ not following the freaking standards. It's beyond frustrating.
    @Peter - The serious part was that M$ ignores standards (and I agree). The hilarious part was the notion that they might change that behavior for a user. :)

    Jack
  • @herman,
    We use the following filter

    Filter name: Out of Office
    Execution Order: 1
    Filter Status: Active
    Target: Emails
    Match Any
    Issue Summary, Starts With, Out of Office:
    Reject Ticket.
  • Thanks for the advice everyone. Another solution would be to remove the person who is causing the constant emails. Is it possible to remove someone who has been cc on the ticket? I only see the creator of the ticket.
  • Don't know if it's possible to remove a collaborator with a ticket filter, but you can remove them manually the following way:

    Agent Panel -> Tickets -> The ticket number / ticket itself -> Post reply section -> Collaborators -> Recipients

    Then a popup window will appear with the collaborators and there you can add and/or remove them ;) 
  • @chefkeks

    Thanks for the advice.
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