Avoid ticket re-opening upon autoresponder mail

labemi

I modified ost a bit to always close a ticket when an agent has answered.
If a client is ooo and his mail client/service is sending an ooo-notification, tickets re-open.

I tried to set a filter for target channel Emails that stops processing further on match and has the following rules matching criteria (Match Any):

Ticket / Subject contains "Automatic reply:"
Ticket /Subject contains "Automatische Antwort:"
I defined 2 actions for this rule:
Send an Email (Notification about ignored autoresponder mail)
Set Ticket Status to Closed (just to really ensure it stays closed)

The rule is active. However, it doesn't take effect as tickets still pop open upon autoresponder mails.
What am I doing wrong?

I found ost has a great function isAutoReply($headers) in include/class.filter.php but without digging deeper couldn't figure out how exactly it's being used/working.
I thought it would be awesome to have it's result available in filter rules matching criteria (in Email Meta-Data for example)

Anyone who can point me into the right direction?
Thanks in advance! 🙂

SeuzRoman

labemi
Unfortunately, filters only trigger on ticket creation. They won't trigger if ticket already exists even upon reopening.

labemi

I also do not get the notification mail so the rule definitely is not being triggered.

KevinTheJedi

labemi

Filters only execute on ticket create. So if it’s a reply to an existing thread then it will not touch filters.

Cheers.

labemi

Thanks for your answers. Any advice on where to hack in to program this check myself?

KevinTheJedi

labemi

We don’t have guides or anything in regards to modifying the codebase so you’d just need to look at the code. The code is open source and publicly available on GitHub for you to search and review.

Cheers.

batur

Make sure your "ignore autoresponder" rule is at the top. Also, double-check if your email server adds anything to the subject that might be missed by your filter. The isAutoReply function could help.