Forum GLPI-Project

goblin

Member

Registered: 2010-05-05

Posts: 28

Autoreply vs GLPI follow-up message

Hello team,
thank you much for your product, it is really the best I have seen so far.
But there is no perfection in our world )

I've run into an issue I can't resolve so far.
one of my clients have auto reply on his mailbox. auto reply work for any recipient and with no limit, it means it will reply for any message, even reply on auto reply
so on Friday I’ve received about 20 messages with new update to ticket.
GLPI sends follow-up update -> user system sends auto reply -> GLPI add new follow-up and send update -> user system sends auto reply -> loop for ages.

Is there any way to resolve such issue?
Any suggestions would be welome.
(client will not disable his auto reply and there is no way to exclude GLPI mail address from auto reply list)

I'm using GLPI .78.1 on FreeBSD
Thank you much for help

JMD

GLPI - Lead

Registered: 2004-09-13

Posts: 9,180

Website

Re: Autoreply vs GLPI follow-up message

I think you could find a solution in " Rules for assigning a ticket created through a mail receiver"

you have to match "Autoreply pattern" and reject mail for example.

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JMD / Jean-Mathieu Doléans - Glpi-project.org - Association Indepnet
Apportez votre pierre au  projet GLPI   : Soutenir

goblin

Member

Registered: 2010-05-05

Posts: 28

Re: Autoreply vs GLPI follow-up message

Thank you much!
that's resolved my issue for now.

But what if we will send follow-up update to one of users that is now on vocation and have auto-reply turned on. is there any mechanism to filter such types of e-mails?

plus one more thing: when client sends responce to the follow-up message it becomes new follow-up but this new follow-up contains all e-mail and not just few lines that client  what to be as update. in some other helpdesk system i saw it was solved, it there any plans o make it so ? or maybe you have solution now ?
Thank you

michal@1-2.pl

Member

Registered: 2010-11-30

Posts: 33

Re: Autoreply vs GLPI follow-up message

see http://www.glpi-project.org/forum/viewt … 62#p116362 for details.
sorry.

Last edited by michal@1-2.pl (2010-12-08 16:50:09)