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Re: Headaches , OOO replies.

6 month ago
12 January 2024
4 replies
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Userlevel 4

ADeLacy
Participant
73 replies

We are running into issues with Email to tickets, please someone tell me they have a way to fix this !

Currently if an email is submitted it creates a ticket… this works well. The issue is each reply to that email chain also creates a ticket. We are trying to make it so the Rules stop this but that is providing some issues. Does anyone have a best practice around this AND out of office replies ?

I will keep playing with the rules for now but seeking someone who has the answer other then trial and error on my part.

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Best answer by ADeLacy 19 January 2024, 18:10

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4 replies

Userlevel 4

ADeLacy
Author
Participant
73 replies
6 month ago
12 January 2024

For context these are the two rules we are trying so far…

Userlevel 1

lhofius
Contributor
18 replies
6 month ago
16 January 2024

I’m having this issue with sending out weekly fine invoices. I don’t provide IIQ accounts for parents so when their Out of Office is turned on and IIQ sends an invoice to them, their email immediately replies and IIQ tries to create ticket. IIQ doesn’t recognize the account (because it doesn’t exist in IIQ) so it sends an email back to the parent telling them their account doesn’t exist. OOO response fires again and it’s a endless loop. Parents are NOT happy.

I have opened multiple support tickets and the solution is always to block the user and then unblock them after they turn their OOO off. There has to be a better solution.