Disable Auto-Reply Per Department

[Rocketz]

There's a few departments that should not have an auto-reply to them. For example, vendor notices that go into a certain queue, if there is an auto-reply, it creates an endless loop of auto replies. 

 

How do I remove auto-reply per department? 

[Rocketz]

Disable Ticket updates per department too. Since that creates the same email loop

[Rocketz]

bump? 

[Tyson]

What is the loop here exactly? Someone emails in a ticket from their automated system, resulting in Blesta and some other automated system exchanging endless tickets?

 

The Support Manager already rate limits itself so it would only send out (I think) 5 responses in a short period of time before it would stop responding to incoming tickets for a while. Normally, that should cease the ticket exchange.

 

There currently is no setting to disable automatic replies for a support department, although such a feature could be added. However, besides this endless loop situation you described, what cases would it be useful to have it disabled? I imagine clients would like to receive a notification about the tickets they've opened with your support department.

[Rocketz]

The rate limit is a bandaid solution though, unless it doesn't work as I expect it to

 

Vendor notices can range from abuse notices to legal documents. Sometimes there are multiple reports coming in at the same time from the same vendor. If the rate limit only looks at the email address sending it and stops the reply loop, does that mean all further email from a specific address will no longer be piped for a certain period of time?

 

If so, that doesn't work. Companies need to be able to communicate with each other via their automated systems, without the possibility of those same communication channels being closed by a rate limiter. 

 

A super simple example of this is a server monitoring service. There are alerts per port/per service. When you get to a certain size, there are a bunch of notices that can and do happen at the same time. Rate limiting those kinds of notices seems self-defeating and should never happen.

 

Paypal is another one. We need to  keep records of each transaction. So the notice comes into the Paypal queue, Blesta auto-replies, Paypal sends an email back saying they don't accept replies via email. Do that within the time-frame of the rate limiter, and what happens? Paypal notices no longer come in? 

 

The easy solution would be the ability to either set certain departments to not auto-reply, or do this to specific emails.