Ticket Filter - Disable Auto Responce

billy

Can someone give me the best options for what to choose when setting the "Disable Auto Responce" option.

If i want to Disable Auto Responce for a particular domain, which option should i do...

1:
User / Email address

2:
Contains - domain.com
Contains - @domain.com
Ends with - domain.com
Ends with - @domain.com

billy

And i assume for individual user it would be best to do...

1:
User / Email address

2:
Equal - user@domain.com

ntozier

I would do it in either the Department or Help Topic.

billy

I'm not sure what you mean, i'm talking about if an email is sent to our helpdesk email, a ticket will be created but no auto response to the creator.

For example we may get emails from webroot saying there is an infection alert, so we want a ticket to be created but we don't want the response being sent back to webroots no-reply address so i doesnt cause an email / ticket loop.

ntozier

Go look at Department and Help Topics. They have an options to suppress alerts. No ticket filter needed.

billy

I've looked at both, i don't see how any of them would help in my scenario.
We only have one department which all emails will be getting sent to.
Most of the incoming emails we WILL want the auto responce too, where as some we do not.
Ticket filters is the only way i can see this being done.
Was just wanting to find out how it should be set, like my examples in my first message.
Hope that makes sense.

ntozier

Then yes it looks like you would do:

and

And the for individual users: contains email@billy#102498

This looks to me like it will only suppress the "new ticket auto response" though. So if you want to disable new message etc using a filter does not look like it will work.

billy

No thats perfect thanks.
I would only want the new ticket auto response to be disabled just to avoid a ticket loop.
I'm assuming the agent would still get a new ticket alert, but the recipient doesnt.

ntozier

Using a filter to do this should prevent both Agents and Users from getting an alert.

Side note: You shouldn't have to worry about loops in osTicket. The devs have checks in place to prevent loops. (Although i have to admit I haven't tested them in many a year.)