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osTicket v1.10 (stable) and Maintenance Release v1.9.15 are now available! Go get it now

Out of office replies

OST version v1.10 (901e5ea)
Apache on Ubuntu 16.04 LTS
MySQL 5.7.18
PHP 7.0.15-0ubuntu0.16.04.4

I have read all the discussions I could find and I must be missing something.
When a user's email client auto responds with an out of office reply, that response is being appended to the ticket it is replying to.
I have a ticket filter in place to prevent this:
Order = 1 (stop)
Target = Emails
Match Any
Ticket Issue/Summary equals Auto Response
Ticket Issue/Summary contains Automatic reply

When I reply to a ticket with "Automatic reply" at the start of the email subject, the email is appended to the ticket.
Viewing the email headers shows that the subject is as expected - with "Automatic reply" in the subject.
The "References" in the email header references the original ticket (as expected as it got appended to that ticket).
Why did the auto response not get rejected.
Other ticket reject filters are working as expected.
Am I missing something in my setup?



  • You haven't indicated that you have selected Filter Action: Reject Ticket.
  • Yes, sorry - the filter action is to reject the ticket.
    As I mentioned, when I use those keywords in a new email the ticket is rejected as expected.

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