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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > How to Deal with Out of Office Automatic Replies from customers

How to Deal with Out of Office Automatic Replies from customers

In this lesson we will cover:

- How to ensure out of office/automatic replies from users do not update the status of tickets



Associated Administrator Guide:


To prevent out of office replies from updating tickets, there is a setting you can turn off. If you go into Configuration > Email > Mailbox you can find, and turn off the 'Accept Auto Replies' setting. This will filter out auto replies from Outlook based emails for this mailbox, the auto replies can be turned off for any mailbox connection type. Alternatively the settings shown in the email configuration area (images below), can be turned on to have the auto replies be filtered in certain ways.

Fig 1. Accept auto replies setting


The settings for auto-submitted headers are only available if the incoming service is enabled (Configuration > Advanced Settings). In addition to this, within Configuration > Email, you can also set the following default settings:

Fig 2. settings to determine how emails with auto-submitted headers are processed


Automatic replies not updating the status of the ticket, means that if you have auto replies enabled on the mailbox and one comes in, it will not let the ticket release from SLA hold, as the status will not change.


You can also enable the setting shown in figure 3 to ignore auto replies when an outgoing email is sent to a user:

Fig 3. Setting to ignore any automatic replies from the user in response to an outgoing email


The headers described above are standardised across the board for emails, auto replies that will be caught include:

Auto-Submitted:

This header indicates that the email has been automatically generated. The value "auto-replied" or "auto-generated" may be present.


Precedence:

A header with the value "bulk" or "auto_reply" may suggest that the email is an automatic response.


X-Autoreply:

Some systems use this header to explicitly mark an email as an auto-reply.


X-MS-Exchange-Organization-AutoReply:

Microsoft Exchange servers may include this header to indicate that the email is an auto-reply.

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