K1000 ticket looping
Is there a way to stop ticket looping in the Service Desk of the K1000? We mostly have tickets created by emails and some of those emails are "no reply" addresses. We get a an email to the helpdesk, it send an acknowledgement email, the no reply sends back a "do not reply" email, help desk replys again with an acknowledgement, and so on. Before we know it, there are 10000 worthless tickets that have to be cleared out of the queue. I know that addresses can be set to be ignored, but that doesn't help if we don't know from where we will get the autoreply. Suggestions?
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Posted by:
JasonEgg
8 years ago
When we had this problem we ran through a few solutions before settling on a fix that is outside the kbox itself. We worked with some of our network staff to create a spam filter rule to stop "bad" email addresses from responding to KACE alerts. Here are some other solutions we explored, maybe these will help:
There are two support articles with instructions for creating custom ticket rules (CTR) to avoid loops, these will need to be tweaked for your specific environment
I also created my own CTR with a sloppy fix. It appended "_donotemail" to the end of email addresses which sent a bunch of emails in a short amount of time.
Like I said, the final solution ended up being outside KACE entirely, but I hope this helps.
The only way to address this is either from the mail server (in Exchange, that would most likely be mail flow rules) or in the service that sends the no reply emails. It sounds like in your case these emails are coming in from outside your organization. If you are required to accept tickets from no reply submitters for some reason, I don't see any real options to solve this.
I do wonder though, when a ticket is submitted from such an address, how do you communicate back to the submitter for status updates, etc.? - MichaelMc 8 years ago