I would like the gateway.pl to send an autoreply to the sender of an email thanking them for their email, informing them that it will be delt with shortly and inform tham of the ticket number.

i have managed to bodge something in, but the is a flaw, if it send a message to someone with an auto responder, it can bounce messages back and forth for hours.

has any modified their scipt to do this??

regards

I have not found an easy solution to this.

The way I do it is to check how many replies there have been to a ticket in x seconds. If that is too high then I get the file to stop sending auto messages assuming there is an auto-responder at the other end.

where/how do you do this check? Luckily I haven't had that problem yet. What does other ticket software do to handle this or can they?

thanks

David

Well when a reply comes via email it checks that ticket to see how many replies have been in the last x seconds. If this number is too high then the reply is rejected.

The problem with autoresponders is that they can change the subject, delete the body or leave it in tact so you can't do any check here. You also can't do the check that a proper server based autoresponder does to prevent loops becuase in that case the autoresponder is not expecting a reply whereas the ticket system clearly is. That is the core problem that you want a reply but don't want a meaningless reply. A software program can not differentiate between the two so the only way to do it is based on frequency. Hence the x tickets per x seconds. I think i set mine to about 10 in 1 minute. Of course, if the autoresponder breaks the message or edits the subject then for deskpro it would be a failed reply and in this case to prevent auto responder message there is a table containing error messages sent to certain email addresses. Again there is a max limit on this.

I can't really speak for other ticket programs because I don't know however two of my clients have said one of the reasons they are using the software is because they have had auto responder problems previously.

Hi,

We will be implementing this shortly. A new version of ticketsmith is due out soon.

Thanks Padders!

Would just changing the "from" and "reply-to" addresses for the auto reply work and then add a blurb about don't reply to this autogenerated message etc...

Jeff

If you can't wait for the new version to arrive just go to this thread and you will see what to do.

We have it done and it works great ;-)

http://www.webhostingtalk.com/showthread.php?threadid=15641&highlight=ticketsmith



btw NOPZOR, please make your new version so it upgrades from the old version and takes over the old database and stuff!!!