It is a real shame that inbound email headers are not available to workflow ( filters ) to make such logic decisions for the Email Engine. I mean we are setting on top of a great workflow engine and unable to make logic decisions about email processing due to a design limitation of the email-to-ARS translation.
Sigh. -- Carey Matthew Black Remedy Skilled Professional (RSP) ARS = Action Request System(Remedy) Love, then teach Solution = People + Process + Tools Fast, Accurate, Cheap.... Pick two. On 7/10/07, Joseph Kubasek <[EMAIL PROTECTED]> wrote:
** Since you are running on Unix, procmail is your friend. We use several procmail recipes to identify likely mail loops (and other things that we don't want to auto respond to) and forward them off to a different mailbox. The Email Engine pops that mailbox too, but workflow is set to not auto-respond. Joe Kubasek On 7/10/07, Michael Gates <[EMAIL PROTECTED]> wrote: > Hello Listers! > > Every now and then, my Remedy system gets itself caught up in an email > loop. It is configured to send a response to ticket updates received > via email to let the user know their update has been received. > Sometimes, the users email is set to do something similar, so it replies > to our Remedy system and Remedy replies back and so forth until someone > intervenes. > > My question is, what solutions or ideas do you have to help stop these > loops from occurring while still notifying users of valid update > receipts? > > Thanks! > -Michael Gates > ARS 5.1 on Solaris
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