X-OTRS-Loop no longer preventing autoreply (v6)

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KimmoJ
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X-OTRS-Loop no longer preventing autoreply (v6)

Post by KimmoJ »

I have a queue that I want to send autoreplies to all internal senders, but not to anything coming from the outside. I have a rule for this; we use an external smarthost for our mail that adds its FQDN to the Received header and that is only present when mail is external, so I match on that and if found, the rule sets "X-OTRS-Loop" to "True". This has prevented autoreplies until now.

I can see in the message log that the filter does match - successful Filter: 'filtername' - but even though that happens, the ticket sends the autoreply. This is not a disaster, but it isn't optimal. Ideas? Any other approach to preventing autoreplies for a specific queue and external only?
KimmoJ
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by KimmoJ »

I think I spotted the issue, the rule in question had to match on both the FQDN and on the recipient email address, but when people send to BCC the email address isn't there. Ideally I suppose a rule would be to match on both the external FQDN in a header and on a per-queue basis, but I just added a regex check for "Undisclosed recipients" as well for now and will see if that's effective.
1soproni
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by 1soproni »

Hi,

I have similar issue.
I can see that the rule matches and it set X-OTRS-Loop to yes but the sender gets auto reply.
12 Kernel::System::PostMaster::Filter::MatchDBSource successful Filter: 'Nincs automatikus válasz' 'Németh Csaba <whatever@gmail.com>' =~ /whatever@gmail.com/i ! 2020-06-09 16:44:43
13 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Nincs automatikus válasz' Set param 'X-OTRS-Loop' to 'yes' (Message-ID: <CAPM7-8m+6htg8L-d6HKoNgJ_05APK5=*********@mail.gmail.com>) 2020-06-09 16:44:43
...
40 Kernel::System::PostMaster::NewTicket X-OTRS-Loop: yes 2020-06-09 16:44:44
What should I check?
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by skullz »

1soproni wrote: 09 Jun 2020, 16:54 Hi,

I have similar issue.
I can see that the rule matches and it set X-OTRS-Loop to yes but the sender gets auto reply.
12 Kernel::System::PostMaster::Filter::MatchDBSource successful Filter: 'Nincs automatikus válasz' 'Németh Csaba <whatever@gmail.com>' =~ /whatever@gmail.com/i ! 2020-06-09 16:44:43
13 Kernel::System::PostMaster::Filter::MatchDBSource Filter: 'Nincs automatikus válasz' Set param 'X-OTRS-Loop' to 'yes' (Message-ID: <CAPM7-8m+6htg8L-d6HKoNgJ_05APK5=*********@mail.gmail.com>) 2020-06-09 16:44:43
...
40 Kernel::System::PostMaster::NewTicket X-OTRS-Loop: yes 2020-06-09 16:44:44
What should I check?
1. X-OTRS-Loop = Yes
2. Mail account setting *Trusted = Yes

good luck
1soproni
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by 1soproni »

skullz wrote: 10 Jun 2020, 06:23 1. X-OTRS-Loop = Yes
2. Mail account setting *Trusted = Yes

good luck
Unfortunately it did not solve the problem :(
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by skullz »

Try with X-OTRS-Loop = True
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by jojo »

can you please show full log of the communication log for this mail and also the history of the ticket
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by 1soproni »

jojo wrote: 10 Jun 2020, 09:19 can you please show full log of the communication log for this mail and also the history of the ticket
Here you are
Message:
otrs_message.png
Answer:
otrs_answer.png
History:
otrs_history.png
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by jojo »

Do you use a TicketNotification instead of an Auto Reply?
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Re: X-OTRS-Loop no longer preventing autoreply (v6)

Post by 1soproni »

jojo wrote: 10 Jun 2020, 18:47 Do you use a TicketNotification instead of an Auto Reply?
Well, it's an inherited otrs instance.
You are absolutely right!

I checked the auto replies and there was a very similar to the used notification... :shock:
After your hint I checked the correct settings and I saw that is not any auto reply assigned to the queue.

Thanks again!
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