1.18.3: Filter to disable auto response not working

MS1Corp

Issue:
A filter is configured to suppress autoresponse on inbound notification emails. The filter conditions match correctly but the autoresponse is still going out.

Filter configuration:
Condition 1: Email contains advertisements@tiktok.com
Condition 2: Ticket / Issue Summary contains TikTok into a partnership with us
Match: All
Action: Disable autoresponse, stop on match

Confirmed working:
Filter is enabled
Execution order is not the issue — no upstream filters exist
Conditions match the inbound email exactly (verified against actual email header)

Inbound email From header:
From: TikTok Ads advertisements@tiktok.com
Inbound email Subject: TikTok into a partnership with us

Both conditions match exactly.

Additional finding:
Nothing appears in the system log when this email is processed, which may indicate the filter is not being evaluated for this email, or that filter evaluation is not being logged.

Question for the community:
Is there a known issue with the "Disable autoresponse" filter action? Should I expect a log entry that will confirm that filter actions are being evaluated, applied, or both?

KevinTheJedi

MS1Corp

Show screenshots of the filter's configurations, rules, and actions. Then show a screenshot of a test ticket.

Cheers.

MS1Corp

No current email/ticket to present - already purged.

Whats the expected behavior for Reject? Silent discard, or auto respond?

There's an auto response going out. We know this because we subsequently receive a mail delivery failure notification from their server.

KevinTheJedi

MS1Corp

It rejects flat out and nothing more happens. It will log an entry in the System Logs if you have the Default Log Level set to DEBUG and that's it.

Trace the headers presented in the bounce back to see what the cause is. Look at the subject, the sender, the recipient, etc. Filters are ran before ticket creation so if an email gets rejected the system stops immediately and absolutely nothing further happens. So it wouldn't even get to the auto-response section because it was flat out rejected. If you get an auto-response for these emails that would mean the filter didn't apply (for whatever reason), the ticket was created successfully, and you would 100% be able to see it (if you have access to all departments).

Cheers.