Filter rules for auto-reply email headers?

cquinton

Since I enabled email fetching on my osticket instance, I am occasionally experiencing an issue where people's auto-reply emails (OOF, etc.) are reopening tickets or replying in ticket threads. I am attempting to add a filter to prevent emails with OOF and other common auto-reply notices in their subject line from creating tickets. However, I am unsure of which filter rule to use for this:

Any guidance would be appreciated! I am currently on version 1.18.2.

KevinTheJedi

cquinton

Filters fire only on Ticket creation; not when emails are threaded through an existing Ticket. So filters would not help you. You cannot prevent reopen based on headers. You can set a status to a status with a Closed state that does not allow reopen. That prevents the Ticket from being reopened BUT that would cause the auto-reply to create a new Ticket instead.

Cheers.

cquinton

Good to know, thank you! I will look at filtering on our mail server instead.