For a long time now, my Osticket (now on 1.16.3) has been sending automatic replies again and again, although I do not want this for a particular email.

For this purpose, I have created a filter, "Addressee (To and Cc)", which is supposed to prevent this. Unfortunately, the filter doesn't work, and I don't know why???
https://ibb.co/GT3shHP
https://ibb.co/V2qT04B

All e-mails sent to the e-mail "vermietung@domainname.de" should not receive an auto-reply.

Here is the header of an e-mail that has received an auto-reply:
Delivered-To: imbirkenweg@email-provider.com
Received: by 2002:a05:6358:2493:b0:a3:48ba:a1ea with SMTP id m19csp2442925rwc;
Wed, 25 May 2022 07:03:30 -0700 (PDT)
X-Google-Smtp-Source: ABdhPJzkFsmZH9IruZalJp4qAaXk6P9nUfG1rZwNkoT/AARRvAsSFua9ih8mLHNukLouz3/nDFUQ
X-Received: by 2002:a7b:cb84:0:b0:382:a9b9:2339 with SMTP id m4-20020a7bcb84000000b00382a9b92339mr8479247wmi.91.1653487410081;
Wed, 25 May 2022 07:03:30 -0700 (PDT)
ARC-Seal: i=2; a=rsa-sha256; t=1653487410; cv=pass;
d=google.com; s=arc-20160816;
b=pzoApUDLnckOWkblmLgE8ia01yPh4On3R6sKOlnc7l76VrMlZMgHd4zD926d9GZR4r
wY7uqnAB6LPLfFqXberNlQ8vZ2BLgl5pzYEn1DBLvKPS9YdIaURfn4C+m4CWAIR2Bwwt
wXUBlaxI+LMw3f3QDjPMiDyXvAmZl3ORm/bHuvRw/zgi/E6M4V6yrZrEL9WEn3OJ+NOY
DPj2gxodYL1KbmlPrLGG47aC+g42Aof5KgWQpGWfFQ+c7svXc27WhR1cukTKxMnXHh/4
cpBtm/TbvLSoJjmGhLNu+dshNzsYfh0S8HbmEm+ZV+ommQyBaWfxUeMyKGXpR2Z8mejt
n1Ng==
ARC-Message-Signature: i=2; a=rsa-sha256; c=relaxed/relaxed; d=google.com; s=arc-20160816;
h=mime-version:auto-submitted:subject:message-id:to:reply-to:from
:date:dkim-signature;
bh=vLhLZM7NZTGiBE4bQgyvAhJBTkmK1wzejrxy/5rIrPY=;
b=CPxY7dEDrIhW5PIvSTu+DatqZckpWNRK79nh8dqUAJnAy+9OH5bvW5T26j4ws6p3ce
RSzi9iCg2BzuaAImP9B1rS8ge7kGCyE0EedpeLICURflyKqrXNQuKLL33EcCfkZ3OIUs
dQQMTXoWviqxgnJLs0OEEOFj3uLGPaBoB1sCkiUhC9qtelcxcwpO/9Sd28sLAdVjMyTT
hxdDDJ9O+0sIrvJacV9zNxzyN5WvuGbveFe0IuR3lTApJiKALu0AGetnR2ZSFZl6ECdz
xd7VvST+xSDxESw6Il+/C33aEenAXkbD36fH3QD7Ib35+zpAN6AbXlZw0Vjvk8u1R4wE
jnhg==
ARC-Authentication-Results: i=2; mx.google.com;
dkim=pass header.i=@dm.de header.s=dmglobal3 header.b=lsZq6UY2;
arc=pass (i=1 spf=pass spfdomain=dm.de dkim=pass dkdomain=dm.de dmarc=pass fromdomain=dm.de);
spf=pass (google.com: domain of srs0=oceioi=wb=dm.de=servicecenter@srs.smtpin.rzone.de designates 85.215.255.5 as permitted sender) smtp.mailfrom="SRS0=oCEIoi=WB=dm.de=servicecenter@srs.smtpin.rzone.de";
dmarc=pass (p=REJECT sp=REJECT dis=NONE) header.from=dm.de
Return-Path: <SRS0=oCEIoi=WB=dm.de=servicecenter@srs.smtpin.rzone.de>
Received: from mi4-p00-ob.smtp.rzone.de (mi4-p00-ob.smtp.rzone.de. [85.215.255.5])
by mx.google.com with ESMTPS id n11-20020a05600c3b8b00b003944f23fcdesi1927808wms.226.2022.05.25.07.03.29
for <imbirkenweg@email-provider.com>
(version=TLS1_3 cipher=TLS_AES_256_GCM_SHA384 bits=256/256);
Wed, 25 May 2022 07:03:30 -0700 (PDT)
Received-SPF: pass (google.com: domain of srs0=oceioi=wb=dm.de=servicecenter@srs.smtpin.rzone.de designates 85.215.255.5 as permitted sender) client-ip=85.215.255.5;
Authentication-Results: mx.google.com;
dkim=pass header.i=@dm.de header.s=dmglobal3 header.b=lsZq6UY2;
arc=pass (i=1 spf=pass spfdomain=dm.de dkim=pass dkdomain=dm.de dmarc=pass fromdomain=dm.de);
spf=pass (google.com: domain of srs0=oceioi=wb=dm.de=servicecenter@srs.smtpin.rzone.de designates 85.215.255.5 as permitted sender) smtp.mailfrom="SRS0=oCEIoi=WB=dm.de=servicecenter@srs.smtpin.rzone.de";
dmarc=pass (p=REJECT sp=REJECT dis=NONE) header.from=dm.de
ARC-Seal: i=1; a=rsa-sha256; t=1653487409; cv=none;
d=strato.com; s=strato-dkim-0002;
b=ZARfOYCpvJ8B6f+qG5jS8lQrcSya3JFfC4iKJ7PPAre0X4SclQxXq55AyEdbFphFhv
GfU/zaU9e9HnQQZd2lajnYmMLfW1/gsnDnH0Sc2b/bDG5h4csdFbOux5t3J1eHjTR752
RBZQoG8l61eWZ8cWToMk5vOSfV809vQpi6KoI9agQm2R+Ae7tNEKJoAuhJFTSj5QVQhR
kBmeL0vtDZXc+7zkEm7FB2s3hrEJFfkHwMu7AxBQj5WCxO99YSHWy3pG3Rj8WbC5I385
mdTRgOYHXYHlbcjuhh6MlVYnCBbpBTI5FnR/+uU0+xUoEtSrS/DmDA1qYk2wtBT8eRLi
0hLQ==
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; t=1653487409;
s=strato-dkim-0002; d=strato.com;
h=Subject:Message-ID:To:Reply-To:From:Date:Cc:Date:From:Subject:
Sender;
bh=vLhLZM7NZTGiBE4bQgyvAhJBTkmK1wzejrxy/5rIrPY=;
b=TWKzSl4hpz9ONLWGD8yd7eLtQ8L5t7CYLkX2/1089QvDilwh/ii8yDPyoTc4/Eo+Y9
MbC8JFEtXXSsa3nCMNmPhhG22KV2sjWpkc3msTHXjH3L8OZu/1QyHY4+128XZnMOgRDp
lag7ZuAMmYArBoNgWHj9i9UOuc6UPFk96bO1zsVauHr8B3oOZBIBJRNc+J0NZgW3wh39
wrxKE9Wib/AU8ZvlPY7r9eRwIJFtJpAkS14OB+0RAyrPZNr6DjZZP94uoK4LKnTIe7VE
LfenPgDiwX39QwgWd4fqKxxddKKiuktSQ4FClF7b6Y7ZQQH0BzMJUoWc1ilM9BWCBK/0
0ghQ==
ARC-Authentication-Results: i=1; strato.com;
dmarc=pass (p=REJECT sp=NONE) header.from="dm.de";
dkim=pass header.d="dm.de" header.s="dmglobal3" header.a="rsa-sha256";
dkim-adsp=pass;
spf=pass smtp.mailfrom="servicecenter@dm.de"; x-fwd=pass
X-RZG-FWD-BY: vermietung@domainname.de
Received: from localhost ([unix socket]) by mailin.rzone.de (RZmta 47.45.0) with LMTPS; Wed, 25 May 2022 16:03:27 +0200 (CEST)
Authentication-Results: strato.com;
dmarc=pass (p=REJECT sp=NONE) header.from="dm.de";
dkim=pass header.d="dm.de" header.s="dmglobal3" header.a="rsa-sha256";
dkim-adsp=pass;
spf=pass smtp.mailfrom="servicecenter@dm.de"
X-RZG-Expurgate: clean/normal
X-RZG-Expurgate-ID: 149500::1653487407-001B5360-A7C77606/0/0
X-RZG-CLASS-ID: mi00
Received-SPF: pass
(strato.com: domain dm.de designates 194.127.219.34 as permitted sender)
mechanism=ip4;
client-ip=194.127.219.34;
helo="mailgw1.dm-drogeriemarkt.de";
envelope-from="servicecenter@dm.de";
receiver=smtpin.rzone.de;
identity=mailfrom;
Received: from mailgw1.dm-drogeriemarkt.de ([194.127.219.34])
by smtpin.rzone.de (RZmta 47.45.0 OK)
with ESMTPS id p03bd6y4PE3RxIw
(using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384 (curve X9_62_prime256v1 with 256 ECDH bits, eq. 3072 bits RSA))
(Client CN "mailgw1.dm-drogeriemarkt.de", Issuer "Sectigo RSA Domain Validation Secure Server CA" (verified OK))
(Client hostname verified OK)
for <vermietung@domainname.de>;
Wed, 25 May 2022 16:03:27 +0200 (CEST)
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/simple;
d=dm.de; s=dmglobal3; t=1653487408;
h=date:from:reply-to:to:message-id:subject:mime-version;
bh=Ody7KRq5btB32Df6nZcdNAwRSVev/zzbGCrWrtAcdV8=;
b=lsZq6UY2mV1EugfbYFJ/ZmPbcxhSsysXZ/RT5MmznlfOGJI5eZyuXKrf
3MUFcF4bw8uFf/Eqov28iD1KmYfH+Xl+Gv9u6KaqWmuo18nJzUK5MO+03
4167tkZ8/djXOjZt8KLZIKkSLboixp6ePP7RwkpTRwzTNiwiBi+t5GIpI
rGfo9Huf4YGdLgbZjniZBF+CVVynMnoZcmzOMZfLkhVIW5B3lm/n9PG9P
o7QI9BbtGqAd8c/q9FrLjfXcyUniQpYbIs2vpliYyIB7FbB5+E1XQjNB+
eDsyo6QYiKbx7O6QGG+780GVsZ0TF4c7ZMBIOsk2yJeQ1GpVljNaLZh89
A==;
Date: Wed, 25 May 2022 07:02:49 -0700
From: dm ServiceCenter <servicecenter@dm.de>
Reply-To: dm ServiceCenter <servicecenter@dm.de>
To: <vermietung@domainname.de>
Message-ID: <12429748.38626.1653487369460@app130141.fra1.service-now.com>
Subject: Ref:MSG17905894 - NoReply: Ihre Anfrage an dm-drogerie markt
X-ServiceNow-Source: Notification-65dc7b6e618db200156d47b457a31966
X-ServiceNow-SysEmail-Version: 2
Auto-Submitted: auto-generated
X-ServiceNow-Generated: true
X-SM-outgoing: yes
MIME-Version: 1.0
Content-Type: multipart/signed; protocol="application/pkcs7-signature"; micalg="sha-256"; boundary="----2F0AC42E55FD9DF9D0C2D26418851599"

I wonder why I can't see in the ticket itself by which filter the automatic reply was created?

I think that you would want to select User / Email Address

Not really. I have receiving tickets via two e-mails adressess:

  1. info@domainname.com
  2. vermietung@domainname.com

First one should get AA. Second one should create a ticket but without AA. In my understanding the "vermietung@domainname" should be filtered via "addreessee (TO and CC). To be sure I also filtering the "User / E-Mail" address:

Nevertheless, in a lot of cases customers get an AA where it should not happen. :-(

KevinTheJedi
What do you mean with "system e-mail"?

My customers write e-mails to info@... and to vermietung@....

info@... should react with an AA
vermietung@... should only createe a ticket without AA

      23 days later

      Sorry, Have been in Holiday.

      Yes, vermietung@xxxx is a system e-mail. Thats the e-mail we use to answer to our customers.

      That means the filter witch creates the auto answer is working and the filter witch should avoid the creating of an auto answer is not working???

      Why that? How can I avoid to send automatic answers to already know customer requests? I only want to have automatic answers to all the new coustomers who write to "info@xxxx", never if they write to "vermietung@xxxx".

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