Stop Auto-Reply message to specific address

Hello everyone,

I’m attempting to stop outgoing messages to a set of specific addresses and having some trouble. The exact scenario is that we have a couple of systems automatically generating tickets into a queue. I’m looking for a way to stop RT from attempting to reply to these specific addresses with the ticket autoreply, without also disabling the autoreply for other tickets generated in the queue by our real persons.

The automated systems addresses show up in the user list and I tried removing the email field from those entries but RT is still attempting to deliver the autoreply.

I would like to do this, if possible, without creating a new queue running a different set of scrips.

Todd French | Technology Services
End User Computing Analyst

THE PRIVATEBANK
120 South LaSalle Street
Chicago, Illinois 60603
p: 312.564.6968

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The automated systems addresses show up in the user list and I tried removing
the email field from those entries but RT is still attempting to deliver the
autoreply.

This is the standard solution and works quite well for us.
You leave the username as the email address and blank out the Email
Address field.

If that is not working, you will need to show the user record, an
email being replied to and the email being sent, complete with useful
headers and debug logs.

-kevin

Hi,

By adding Custom condition script on script as below helped me on
restricting sending mails to particular domain. May be this will help !!
my @allowList = (
‘support at in.fcm.travel’
);

my $transactionType = $self->TransactionObj->Type;
my $ticketRequestor = lc($self->TicketObj->RequestorAddresses);

if ($transactionType eq ‘Correspond’) {
for (@allowList) {
return 1 if ($ticketRequestor eq lc("$_"));
}

wildcard matches

return 1 if ($ticketRequestor =~ m/@domain.co.in/i);
return 0;
}
return;

Regards,
DJOn 4 November 2014 03:49, Kevin Falcone falcone@bestpractical.com wrote:

On Wed, Oct 29, 2014 at 05:45:11PM +0000, Todd French wrote:

The automated systems addresses show up in the user list and I tried
removing
the email field from those entries but RT is still attempting to deliver
the
autoreply.

This is the standard solution and works quite well for us.
You leave the username as the email address and blank out the Email
Address field.

If that is not working, you will need to show the user record, an
email being replied to and the email being sent, complete with useful
headers and debug logs.

-kevin


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