Email parsing rule help needed

[techs]

I have created an email parsing rule to deal with Out of Office Autoreply and it's not working properly.

I created the rule to look for the the sender email to be *@mydomain.com and for the subject to be out of office autoreply and i have it set to match all criteria and it's a pre parse rule.

I put my out of office on and then open a ticket from another email address and the ticket gets opened and my email for out of office gets applied to the ticket but no staff reply emails go out, etc. It's kinda working but my goal is or it to ignore the message.

My other settings:

Reply to email: for now i have it forward to my email with the message it's been rejected and even this is not working.
Ignore the Email: yes
Don't send autoresponder Message: Yes
Don't process alert rules: yes
Don't tag as Ticket Reply: yes

[bear]

Originally Posted by techs

no staff reply emails go out

Don't process alert rules: yes

This could be why. You're telling it not to process the alerts.

[techs]

Originally Posted by bear

This could be why. You're telling it not to process the alerts.

How should i configure the rule?

[techs]

I can send email from a test account to open new ticket and that works great and I get the reply with the ticket information.

The issues comes in when a member of my staff has out of office autoreply on it's adding that as a staff reply to the tickets. I tried with the rules to eliminate this from happening and now the reply is added but no emails are going out to notify anyone of the staff reply which is ok but i don't want the staff reply added at all if they are out of the office.

[magic7s]

This post looks to be an old one but I am having the same problem. I have staff members that are out of the office and have an auto reply. When an alert goes out to these users their Out of Office gets added to the ticket.

The rule I created looks in the subject for "Out of Office:" but the rule is not being matched. I think it the parsing is not catching this part.

MIME Data:
Subject: Out of Office: New Ticket - [!VBD-460154]: trial test

General Information:
Subject: trial test

Am I doing something wrong on the rule?

[curious]

I am having this problem with 3.11.01. We are seeing staff-only auto-responses added to tickets. Not sure if it is because said staff received an e-mail notification through an Exchange distribution list (set up to Spam all staff when new tickets are opened) or if individual custom alerts are generating them.

There are the *first two* parser rules:

1. Sbject contains "out of office" (quotes excluded - would that help?)
- Pre-parse
- Reply to E-mail: Empty field
- Forward to: Empty field
- Ignore e-mail: Yes
- Do not send autoresponder message: Yes
- Do Not Process Ticket Alert Rules: Yes (should this be no?)
- Do not parse as ticket reply: No

2. Subject contains "Out of Office AutoReply" (quotes excluded - would that help?)
- Pre-parse
- Reply To E-mail: Empty field
- Forward To: Empty Field
- Ignore E-mail: Yes
- Do not send autoresponder message: Yes
- Do Not Process Ticket Alert Rules: Yes
- Do not parse as ticket reply: No

Guessing that having the rule state that the subject match exactly would not be ideal since ticket numbers and other data are in the subject line.

Might be overkill, but it's just plain embarassing to have OOO replies updating customer tickets.

Thanks in advance for any advice.