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How to stop replies from creating a new ticket

is there a way to stop a ticket from being created when someone replies back? We seem to have a bunch of tickets being created when someone has an out of office on.

Thanks,

Chad

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typhoon87

As long as the subject line does not change other than a re: prefix this should not be happening.

chadschu763

Can you please explain further? What happens is they reply back and with the reply it always has the RE: in front of it. This then creates another ticket and then we have to go manually close those tickets or link with the existing ticket.

Thanks

Chad

typhoon87

If you go to your incoming mail settings Setup --> Email --> Incoming Mail Accounts --> click on the account do you have the

Allow Auto-Submitted email button checked or unchecked? Most likely you want to ensure this is unchecked. It should allow it to detect auto replys and certain auto forwarded messages and ignore them.

adam.rohde

This is under Setup>E-Mail>Options. You need to use the E-Mail Subject Regular-Expression Filter. We currently have the following filter setup that prevents most out of office messages from generating tickets. We add to the filter if we find a user has a custom subject line in their auto response:

(?i)((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply))

chadschu763

Thanks Adam. Can you give a little more detail as to how you would implement that filter? I am new at this and just need a little bit more info.

Thanks,

Chad

kellytice

reg expressions for subject auto-reply filtering.png

adam.rohde

Breaking down the regex string: (?i)((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply))

(?i) - Means case-insensitive

((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply)) - Outer parentheses are need to contain the string. WHD will truncate the string if you don't have these

((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply)) - Pipe character needed to separate filters

((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply)) - Inner parentheses treat strings as a single unit when evaluating

((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply)) - \s+ means that one or more whitespace characters will meet the criteria

So, for example, if I have an email that set their out of office alert to have a "Out on Vacation" as their subject line, I would adjust the string thusly:

(?i)((out\s+of\s+office)|(away\s+from\s+office)|(automatic\s+reply)|(out\s+on\s+vacation))