Hi,
We have set up Regex in two Email-Filter in our CS to check in Email-header, Both should block the Auto-Reply Emails from our Partners especially which Sender-Adress is also from a ticketsystem with Auto-Reply:
Filter with pro 1: From: .*(csc@support.skaylink.com|sender address 2|sender address 3).*
Filter with prio 2: (Auto-Submitted:\s*.*auto-generated.*|X-Auto-Response-Suppress:\s*.*(?:DR|RN|OOF|AutoReply).*)(?!.*from:\s*.*@melchers\.suocrm\.eu)
In Filter with prio 1, we list all Sender Adresses which has Auto-Reply. In Filter with prio 2, we list typicall Features of an Auto-Reply in its Email-Header, only the frist Auto-Reply from our SO Mailgun @melchers.suocrm.eu should be going out.
The Target is, to block Auto-Reply from Sender and avoid endless Tickets-Loops in our Ticketsystem.
In the most time it works, only the first User Requests from Partner Ticketsystem will be created Ticket in our Ticketsystem. But there were still some times it raised up the Loops, the new Tickets were repeated created more time in each minutes.
I have merged all looped Tickets in one Ticket. Below is all Tickets from this Sender Address 'csc@support.skaylink.com' and watched the numer of Messages, it was so much Tickets separated created in the Loops till we found the Issues and stopped the Loops. The Created Time (German Time) is the Time as the Loops started.Here you see the most time it works, but in these 4 red-marked cases it raised up the Loops.
I have checked the Email-Header of the first User-Request and all flowing Auto-Replies, they have the same Features in Email-Header which the first Auto-reply should be coved by our both Email-Filter:
The Qustions is, why it works in the most time, sometimes didn't work? Does the Email-Filter work in all 24h?
We have asked our SuperOffice local Support Teams, but as said, this matter extends beyond the scope of their support capabilities, and suggest me to post here in technical forum. This is small Issues but once happed, our User can no more work in our Ticketsystem.
Many Thanks for your Helps.
-Jianchun
Allt Svar (3)
Hello Jianchun!
I would start with checking the log of thre requets, and look if any other filter would have applied to this requet.
Easierst way is to just expand the entire log and use ctrl + F and look for filter.
Since Service started as a seperate system (E-journal) many years ago there are still some lagazy functions and structure that can be confusing.
For expale the ranking of the e-mail filters will go from 1-99 where 99 is the higest priority, and 1 is lowest priority.
Let me know if this step solves it already or not.
Hi Samuel,
Yes you are right, in Logs it was 751 "Email Filter: Test" found, this matches the number of the looped and merged Ticket.
In the most other Tickets from the same Sender, the correct Email-Filter "Block Autoreply List" was met, therefore it worked fine, no Loops.
Just in that Filter "Test", it just combiled the Filter with Prio 1 and 2 in one Regular Express, but has no Action: No Block Email, No Block Auto-Reply. Now I have removed this Filter, hope it will work now.
That means, the heighest Prioriy of Email Fillter is 100 which will be first checked? and once one Filter met, it will not go on checking by the other Email Filters? Thanks!
Jianchun