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Email Requests and Customer Notification Looping issue

In our system, we are seeing a looping issue.  We have attached our Google email account to the system under the Email Requests section.  And in our Customer notifications section we have turned on auto responses for request created and Public comment added.  


The issue is that the email account attached to the system is sometimes the address used to send an email.  So when the email is pulled in JSM, the customer is the same account.  Then the Customer notification for request created goes out.  That email hits the email account and then pulled into JSM.  That gets added to the original request as a comment.  Then the Customer notification for Public comment added is sent.  That email hits the email account and then pulled into JSM.  This also gets added to the original request as a comment.  And triggers the notifications, and continues to repeat every 1-2 mins.

I tried the setting (Advanced Mail Loop Detection) but this will not work as the account is the account tied and can get multiple emails in a 15min period.  

Does anyone know how to stop this loop? or have any other suggestions

2 answers


Go to the incoming mail page located at ⚙ > System > Incoming mail, then scroll down to Advanced Configuration > Advanced mail loop detection, and make one of the following three changes:

  • Increase the threshold so that it does not trigger as easily (recommended).
  • Set the threshold to 0 to disable it completely (not recommended as it could cause a mail loop to spam your instance).
  • Whitelist trusted domains so that they are not impacted by the mail loop detector (not recommended as it may cause a mail loop even on the trusted domain).

Mail loops are commonly caused by out of office notifications, so even trusted domains could cause a mail loop.

Did you find a fix tony?

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