DanieleRdcom
In osTicket there are certain headers that we consider Auto-response/Auto-reply headers. If one or more of these headers are set in a new message it will prevent a ticket from re-opening. Below are all the headers that would prevent a new message from re-opening a ticket:
'Auto-Submitted' = array('AUTO-REPLIED', 'AUTO-GENERATED'),
'Precedence' = array('AUTO_REPLY', 'BULK', 'JUNK', 'LIST'),
'X-Precedence' = array('AUTO_REPLY', 'BULK', 'JUNK', 'LIST'),
'X-Autoreply' = 'YES',
'X-Auto-Response-Suppress' => array('AutoReply'),
'X-Autoresponse' = '*',
'X-AutoReply-From' = '*',
'X-Autorespond' = '*',
'X-Mail-Autoreply' = '*',
'X-Autogenerated' = 'REPLY',
'X-AMAZON-MAIL-RELAY-TYPE' = 'NOTIFICATION',
A "*" means if anything is set for the header we will not re-open (ie. X-Autoresponse
or X-Autoresponse: 1
). An array means that if any of the values in the array are set for the header we will not re-open (ie. Auto-Submitted: AUTO-REPLIED
or Auto-Submitted: AUTO-GENERATED
). Lastly, a single value means if only the specific value is set for the header we will not re-open (ie. X-Autogenerated: REPLY
).
Cheers.