Loop scenario - Email - Autoreplies

[BhupeshG]

Here is the short explanation on how the loop is being created

1)           The condition for this to happen is the server autoreply set in someone's outlook:

  2)           Now the key thing is how this rule works. It is not replying to the message as we normally do — so with the same subject. It sends back message with content and subject specified in the rule itself by user. So it will not reply back to SNOW   with the case number.

3)           The trigger point to create a loop is any email sent from the case or mailbox connected to the tool. The rule sends back auto reply with no case number in title which creates another case — notification from it reaches the customer , another reply from customer comes to SNOW … We have the loop ready

Can some one please help me how to avoid this ...

[gerritkuilder]

Hello Bhupesh,

I believe most mail servers will add a value in the header for autoreplied emails.

By default the "Ignore mail with these headers (comma separated name:value pairs)" property in the instance   email configuration contains the value for auto replies: 'Auto-Submitted:auto-replied' or maybe even 'X-FC-MachineGenerated:true'

The email will end up in the ignored email box.

You can test this by setting up the autoreply and test if the email header contains the value that is in the configuration.

I hope this helps.

Gerrit Kuilder, Technical Lead Integrations EMEA.