Automatic replies in comments

Question

Hi there,

Situation: we use it-support@xx.xx as a reply-to mail handler in JSM to receive customer mail-to-ticket requests. We use this same email also as sender address for customer notifications plus some notifications sent to our agents via automations.

The problem: even though we did not explicitly set this email as a reply address in the customer notifications or our automations, as for the general setting making it a reply-address and having it as sender, the customer can still answer the notification and the system will process the answer as a comment.

Now the issue here isn't the ability to answer per se, but with the automatically sent ooo-replies landing as comments in the tickets.
I read there's an auto-filter to identify these, but it doesn't seem to work, even though the protocol clearly shows that these email have "Auto Reply: text" in their header.

What can we do to filter these out?

Thanks

PS: The address is an external MS outlook one

Marc -Devoteam- · Answer

Hi @Harald Heinz

JSM typically will filter these automatically, but if they are slipping through, it is often because MS is not sending the header correctly.

You can also create an automation rule that checks on comments made use a condition to check the content and if contains content, delete it.

Or you can look for 3rd party solutions on the marketplace.

Harald Heinz · Answer

Automation to auto-delete these ooo/auto-reply comments seems also not to work, becausethe email header is ignored when being taken over as a comment. And only there, we would always have something like "out of office" or "auto reply"...