AnsweredAssumed Answered

SDM - Notify on Maileater Policy Violation

Question asked by J_W on Mar 17, 2016
Latest reply on Apr 6, 2016 by J_W

SDM 14.1.02

Customer is using MS Outlook / Office 365 email clients.

 

We have been testing maileater setup to allow replies.  The filter is: 'Re: Request {{object_id}}'.  This is working fine except for when a user has a custom rule in the email client that responds to all users rather than the standard 'Automated Replies' response.  The customer sends an acknowledgement email from SDM on every Log Comment so this is causing a loop whenever a recipient uses their custom rule instead of the automated reply 'out-of-the-box' - which limits one response per sender address.

 

We can set the Policy on the mailbox to limit the number of emails from an address per hour to prevent a runaway loop.  However, the violation of this policy places the email address in the exclusion list and writes the violation to stdlog only - not the ticket activity log. The address remains in exclusion until manually removed.  However, I don't see any way of notifying anyone that this is excluded.

 

We will be informing employees to add the new incoming address for SDM mailbox to any of their custom rules but we have to keep the reply filter string as is to maintain ease of use.

 

Does anyone have an in-application or Exchange/Office 365 solution? I'm sure I can write custom code or a SQL trigger but that is one more item to handle during patches and upgrades.

 

J.W.

Outcomes