[Support Plugin] Email Loop Handling

[Jonathan]

I can't find any options to control email loop handling and the only info I've found is that supposedly Blesta won't email the same address within the same 5-minute interval or something.  Whatever is supposedly there isn't working as Blesta is going to town with a few rogue remote email servers which continually auto-reply to my Blesta install and Blesta entertains them...

 

Example:
 

2015-03-23 12:17:45 1Ya52v-000003-KH <= support@uberhost.com U=clients P=local S=1651 id=1427127465.55103ca994a3a@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:17:47 1Ya52t-0002Jn-Ej <= <> H=mail-am1on0148.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.148]:22504 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15179 id=481e8677-2222-48c0-be0d-262947a8df06@DB4PR01MB110.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:17:47 1Ya52x-000003-FZ <= support@uberhost.com U=clients P=local S=1651 id=1427127467.55103cab7128b@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:17:48 1Ya52w-0002Kn-QV <= <> H=mail-bl2on0130.outbound.protection.outlook.com (na01-bl2-obe.outbound.protection.outlook.com) [65.55.169.130]:38336 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=18966 id=d63aa265-8ba4-433f-a399-3dda8467b830@BN3PR0401MB1460.namprd04.prod.outlook.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:17:49 1Ya52z-000003-6R <= support@uberhost.com U=clients P=local S=1661 id=1427127469.55103cad2bd73@swift.generated T="Support Request Failed" for postmaster@dvbsinc.com

2015-03-23 12:17:52 1Ya530-0002LM-LA <= <> H=mail-am1on0101.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.101]:53526 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15000 id=ac6f1c0f-e0c5-4c2c-bdfc-cfd2d95690ad@AMSPR01MB102.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:17:52 1Ya532-000003-SF <= support@uberhost.com U=clients P=local S=1651 id=1427127472.55103cb0d0cbd@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:17:54 1Ya533-0002LM-1O <= <> H=mail-am1on0101.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.101]:53526 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=14990 id=cc4819ae-1bae-4f29-b6a9-2ec4930d8191@AMSPR01MB102.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:17:55 1Ya535-000003-3w <= support@uberhost.com U=clients P=local S=1651 id=1427127475.55103cb3186ae@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:17:58 1Ya536-0002Lv-HZ <= <> H=mail-bn1on0145.outbound.protection.outlook.com (na01-bn1-obe.outbound.protection.outlook.com) [157.56.110.145]:42880 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=19184 id=ceb364f7-6f53-418e-b9ae-5cb114afa79b@DM2PR04MB320.namprd04.prod.outlook.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:17:58 1Ya538-000003-PG <= support@uberhost.com U=clients P=local S=1661 id=1427127478.55103cb6ba680@swift.generated T="Support Request Failed" for postmaster@dvbsinc.com

2015-03-23 12:18:00 1Ya536-0002Lx-VP <= <> H=mail-am1on0144.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.144]:37566 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15183 id=1a8be91f-61fc-4cf3-8c6c-e14cb0f608ce@AMSPR01MB133.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:00 1Ya53A-000003-D1 <= support@uberhost.com U=clients P=local S=1651 id=1427127480.55103cb85dcd1@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:01 1Ya539-0002MC-Ne <= <> H=mail-am1on0121.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.121]:4656 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15002 id=ddc71dfd-2f19-4265-85d8-d3e0b47d9a76@DB4PR01MB0656.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:02 1Ya53C-000003-2r <= support@uberhost.com U=clients P=local S=1651 id=1427127482.55103cba10d0f@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:05 1Ya53D-0002Mw-5F <= <> H=mail-bl2on0108.outbound.protection.outlook.com (na01-bl2-obe.outbound.protection.outlook.com) [65.55.169.108]:17680 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=19025 id=3838b350-62ef-4495-a0db-92ecfea8f37c@BY2PR04MB616.namprd04.prod.outlook.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:05 1Ya53F-000003-Sp <= support@uberhost.com U=clients P=local S=1661 id=1427127485.55103cbdd5132@swift.generated T="Support Request Failed" for postmaster@dvbsinc.com

2015-03-23 12:18:07 1Ya53E-0002Mx-Et <= <> H=mail-db3on0124.outbound.protection.outlook.com (emea01-db3-obe.outbound.protection.outlook.com) [157.55.234.124]:39369 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15173 id=0f920e4e-ccd0-4bbc-b5e6-0c8abbd84f98@AM3PR01MB129.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:07 1Ya53H-000003-JW <= support@uberhost.com U=clients P=local S=1651 id=1427127487.55103cbf8ed39@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:08 1Ya53G-0002N5-7Y <= <> H=mail-am1on0114.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.114]:17384 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=14993 id=93696b7a-79f6-4b73-8a60-b3f32c61149f@AMSPR01MB136.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:08 1Ya53I-000003-LJ <= support@uberhost.com U=clients P=local S=1651 id=1427127488.55103cc09bfdf@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:13 1Ya53L-0002Nx-0V <= <> H=mail-by2on0107.outbound.protection.outlook.com (na01-by2-obe.outbound.protection.outlook.com) [207.46.100.107]:55912 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=19224 id=c48c9a5e-a293-4671-926e-ad41ef427f26@DM2PR04MB320.namprd04.prod.outlook.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:13 1Ya53N-000003-Em <= support@uberhost.com U=clients P=local S=1661 id=1427127493.55103cc56b361@swift.generated T="Support Request Failed" for postmaster@dvbsinc.com

2015-03-23 12:18:14 1Ya53L-0002Ny-Q2 <= <> H=mail-am1on0102.outbound.protection.outlook.com (emea01-am1-obe.outbound.protection.outlook.com) [157.56.112.102]:15040 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=14990 id=4ba19aad-d5a9-4a50-a7eb-4d20eaf5806a@DB4PR01MB144.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:15 1Ya53P-000003-9x <= support@uberhost.com U=clients P=local S=1651 id=1427127495.55103cc746be5@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:16 1Ya53O-0002Nz-J2 <= <> H=mail-db3on0130.outbound.protection.outlook.com (emea01-db3-obe.outbound.protection.outlook.com) [157.55.234.130]:54848 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15475 id=0be59e77-10ca-4feb-98d9-d0d82b4574f7@AM3PR01MB132.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:17 1Ya53R-000003-0Z <= support@uberhost.com U=clients P=local S=1651 id=1427127496.55103cc8f3489@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:20 1Ya53S-0002Ox-8B <= <> H=mail-by2on0108.outbound.protection.outlook.com (na01-by2-obe.outbound.protection.outlook.com) [207.46.100.108]:11494 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=18920 id=c755efd9-3622-4aeb-a663-f44b6479a8fc@BN1PR04MB310.namprd04.prod.outlook.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:20 1Ya53U-000003-QS <= support@uberhost.com U=clients P=local S=1661 id=1427127500.55103cccc3409@swift.generated T="Support Request Failed" for postmaster@dvbsinc.com

2015-03-23 12:18:22 1Ya53T-0002Oy-Ec <= <> H=mail-db3on0129.outbound.protection.outlook.com (emea01-db3-obe.outbound.protection.outlook.com) [157.55.234.129]:55654 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15183 id=08025436-6a7f-4e14-a70c-3ab3c70edb49@AM3PR01MB129.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:22 1Ya53W-000003-GH <= support@uberhost.com U=clients P=local S=1651 id=1427127502.55103cce76872@swift.generated T="Support Request Failed" for postmaster@c2i.fr

2015-03-23 12:18:22 1Ya53U-0002Oz-PG <= <> H=mail-db3on0139.outbound.protection.outlook.com (emea01-db3-obe.outbound.protection.outlook.com) [157.55.234.139]:19389 P=esmtps X=TLSv1.2:AES256-SHA256:256 S=15189 id=972dfdfa-e5c7-4cf5-b144-fb9ed2822eda@DB4PR01MB0655.eurprd01.prod.exchangelabs.com T="Undeliverable: Support Request Failed" for support@uberhost.com

2015-03-23 12:18:23 1Ya53X-000003-8F <= support@uberhost.com U=clients P=local S=1651 id=1427127503.55103ccf39b30@swift.generated T="Support Request Failed" for postmaster@c2i.fr

[Tyson]

Support ticket replies received by email are rate limited to 5 emails per 5 minute interval. If Blesta receives too many ticket replies, it will stop emailing out ticket replies to the offending email address. What may be happening is the email received is not created as a ticket or ticket reply, and instead generates a bounce email, and I don't think bounces are rate limited.

[Jonathan]

Given the logs provided and crazy looping I think it would make sense to have this also apply for bounces and some sort of ending threshold where after X back and forths Blesta just doesn't reply.  5 emails per 5 mins is better than every few seconds but what's to stop this loop from just going on forever?  There has to be an end put to it eventually.

[Michael]

Given the logs provided and crazy looping I think it would make sense to have this also apply for bounces and some sort of ending threshold where after X back and forths Blesta just doesn't reply.  5 emails per 5 mins is better than every few seconds but what's to stop this loop from just going on forever?  There has to be an end put to it eventually.

I used to block the email from SpamAssassin, and close the ticket.

[Jonathan]

I used to block the email from SpamAssassin, and close the ticket.

 

Sure that's possible, but why should I have to do that every time a spam-bot decides to email our helpdesk and it has an auto-replier on it?  That's obnoxious for folks of any size.  Perhaps for you it works, but that's not feasible for me.

[Paul]

If bounces are not rate-limited they should be. That may be the issue here, as Tyson mentions. Tyson, can you look into this further?

 

Jonathan, this may not be the most ideal work-around, but you could disable the "Ticket Bounce" email template to prevent these emails from going out. The downside is that if someone sends in a legitimate request and it's not accepted, they won't get the notice.

[Jonathan]

If bounces are not rate-limited they should be. That may be the issue here, as Tyson mentions. Tyson, can you look into this further?

 

Jonathan, this may not be the most ideal work-around, but you could disable the "Ticket Bounce" email template to prevent these emails from going out. The downside is that if someone sends in a legitimate request and it's not accepted, they won't get the notice.

 

Can't disable them for the very reason cited at the end of your post - "legitimate" incorrect requests would have no idea their ticket was rejected.