You're on your way to the next level! Join the Kudos program to earn points and save your progress.
Level 1: Seed
25 / 150 points
1 badge earned
Challenges come and go, but your rewards stay with you. Do more to earn more!
What goes around comes around! Share the love by gifting kudos to your peers.
Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!
Join now to unlock these features and more
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
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:
Mail loops are commonly caused by out of office notifications, so even trusted domains could cause a mail loop.