Nlxid: REQ0003248
NSP has a function to filter auto reply emails, to stop auto-replys to reach the system. Filter is used for e g prevent auto-reply emails to create new tickets and avoiding mail loops.
Note: Auto reply filtering is by default disabled from Urgent HF 10.7.3.422.1.
In database there is a global setting to enable/disable the filter. Filter is default disabled (If key doesn´t exists in app.GlobalSetting table function is disabled).
To change the setting, run one of those database scripts:
exec app.spSetGlobalSetting 'EnableAutoReplyEmailFilter', 'false'
•Incoming mails with autoreply tag in email header will be inserted as tickets or comments in system. You have possibility to block incoming mails by roles in Email configuration instead, but if a mail loop occurs due to autoreply emails, it's recommended to enable the auto reply email filter in database.
exec app.spSetGlobalSetting 'EnableAutoReplyEmailFilter', 'true'
•Incoming mails with autoreply tag will be ignored and will not be inserted as ticket or comment in system
•Autoreply mails will be transferred to table ehistory.AutoReplayEmail. In future NSP version a feature to show table content in NSP user interface will be developed.
Note that Email Rules has priority for email filtering. If you have activated rule to block auto reply emails, they will be blocked before they enter NSP and will not be inserted in the database.
Note: After change of setting, recycle the application pool!
Auto reply filter – Technical description
NSP automatically detect emails as auto reply if at least one of those conditions is true:
•If email have Content Type: x-autorespond
•If email have Content Type: x-autoreply
•if email have Content Type: x-auto-response-suppress, and email Subject starts with: "Auto:", "Automatic reply", "Autosvar", "Automatisk svar", "Automatisch antwoord", "Abwesenheitsnotiz", "Risposta Non al computer", "Automatisch antwoord", "Auto Response", "Respuesta automática", "Fuori sede", "Out of Office", "Frånvaro", "Réponse automatique"
•if have Content Type: multipart/report and delivery-status
•if have Content Type: precedence value: auto_reply
•if have Content Type: x-precedence value: auto_reply
•if have Content Type: auto-submitted value: auto-replied
Example:
Autoreply mail - tags checked to ignore in the incoming mail you can find in the email property -> Internet headers
Received:
from MAIL1.testexa.local (192.168.200.77) by
MAIL1.testexa.local
(192.168.200.77) with Microsoft SMTP Server (TLS) id
15.0.1399.1 via
Mailbox Transport; Wed, 28 Feb 2018 10:48:59 +0100
Received: from
MAIL1.testexa.local (192.168.200.77) by
mail1.testexa.local
(192.168.200.77) with Microsoft SMTP Server (TLS) id
15.0.1399.1; Wed,
28 Feb 2018 10:48:59 +0100
Received: from MAIL1.testexa.local ([::1]) by
mail1.testexa.local
([::1]) with Microsoft SMTP Server id
15.00.1399.000; Wed, 28 Feb 2018
10:48:58 +0100
From: Vincent Test
<vincent@testexa.local>
To: Anna TestRequester
<anna@testexa.local>
Subject: Autosvar: test
Thread-Topic:
test
Thread-Index: AdOweVmFZnqPUWvJSZyS2qxmmj/1VwAAAGER
Date: Wed, 28 Feb
2018 10:48:58 +0100
Message-ID:
<73fef68195e64d4c840cccfc4b24bafc@EXAMAIL1.testexa.local>
References:
<007b01d3b079$5ac3d030$104b7090$@testexa.local>
In-Reply-To:
<007b01d3b079$5ac3d030$104b7090$@testexa.local>
Content-Language:
sv-SE
X-MS-Exchange-Organization-AuthAs:
Internal
X-MS-Exchange-Organization-AuthMechanism:
03
X-MS-Exchange-Organization-AuthSource:
mail1.testexa.local
X-MS-Has-Attach:
X-Auto-Response-Suppress:
All
X-MS-Exchange-Organization-SCL: -1
X-MS-Exchange-Inbox-Rules-Loop:
vincent@testexa.local
X-MS-TNEF-Correlator:
Content-Type: text/html;
charset="us-ascii"
MIME-Version: 1.0
History of changes
From version 10.7.3.409.1 a rule was automatically activated for stopping all incoming autoreply emails. Information about which were ignored was written to the log file.
From version 10.7.3.419.1 the information is instead saved in the database, in the table ehistory.AutoReplayEmail
From version 10.7.3.422 a change is made because sometimes the recognition of auto reply emails failed, i.e. even regular mail could be ignored under certain circumstances.