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osTicket / osTicket-1.7

osTicket-1.7
GNU General Public License v2.0
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add X-Loop header #532

Open lehha opened 11 years ago

lehha commented 11 years ago

Hi,

please, add header to all outgoing autoresponders: X-Loop: yes

And, if possible, checking in cron (api), that parses incoming mail - if this header appear - do not send autoresponder.

Or maybe osTicket already have another tool for prevent looping?

protich commented 11 years ago

Are you suggesting adding the header because of an issue you're having?

I'm curious because osTicket already supports standard auto-response/bulk headers for outgoing auto response emails and also checks incoming emails for the same, including bounces.

You can also setup maximum number of open tickets allowed incase the headers are not present.

lehha commented 11 years ago

Yes, I having.

I just look at otrs - its add this header, and otrs-otrs autoresponders do not create loop.

May be it will be good for osTicket too?

protich commented 11 years ago

Are you saying your mail client/server looks for X-Loop and ignores the standard headers? Are you sure you're using osTicket version 1.7?

I'll be interested to see both looping email headers (from osTicket and also auto-response from user).

lehha commented 11 years ago

I'm @ 1.7-rc3

No! I've don't touch my server or client. I've just see, that osTicket got new mail from customer and correctly sent autoresponder. Customer mailbox using OTRS. And OTRS was create new ticket on this autorespond (maybe lost the conversation). Then osTicket sent autorespond on OTSR autorespond - and welcome to loop-hell))

I've belive, that OTRS will not sent autorespond, if will see this header. Because all of OTRS autoresponders already have this header, and otrs-otrs not looping in this case.

protich commented 11 years ago

You'll need to upgrade to 1.7.0 - latest stable release. Auto-reponse detection was implemented starting with RC4 (I think).

That said, I'll still be interested in seeing the header from OTRS' auto response - osTicket should be muting auto responses when incoming email is clearly marked as an auto-response or bulk. It would be troubling if OTRS only relies on X-Loop header - but I'm hopeful an upgrade will fix your issue.

lehha commented 11 years ago

Ok, I'll try update.

Normal message from otrs haven't any additional header. All as usual. Autorespond from otrs have these additional headers: X-Loop: yes In-Reply-To: 88B5DE1364990405@myhost Return-Path: <>