Howto disable the auto responder

Marc · **Howto disable the auto responder -** 09-05-2006, 04:02 PM

Hello,

how can i disable the autoresponder feature. Everytime a new ticket is created or a mail is sent directly to the ticket system there is a auto response mail gernerated like this:

"Your ticket has been received, one of the staff members will review it and reply accordingly. Listed below are details of this ticket, Please make sure the Ticket ID remains in the subject at all times."

We don't want this mail to be sent out, how can we disable it?

Thank you for help

Acoustica · 09-05-2006, 08:55 PM

In the admin area, select Mail Parser > Manage Email Queues, and each email queue will have its own autoresponder settings.

Marc · 09-05-2006, 10:12 PM

I see, but it won't work.

The Queue is active and used by incoming emails. I can see it by the "Queue Subject Prefix".

"Enable New Issue Autoresponder?" is set to "No"
"Enable New Reply Autoresponder?" is set to "No"

but anyhow the Auto Responder mails are sent out. Is it a bug?

Neil-UKWSD · 09-05-2006, 11:12 PM

Hi,

This is a bug and on the list to be fixed.

Marc · 10-05-2006, 07:34 AM

Dear Neil,

thank you for the answer. Then i expect the bug to be fixed in around 2 years. I already commited another small, but for us serious bug in the bug system half a year ago and nothing happened.

It is really a pity that such basic functions are not working and that such simple bugfixes take so long.

xian · 10-05-2006, 12:53 PM

Ug. I started paying for this software thinking that options in the software would actually work.

How long will I have to wait for:
Outbound smtp.
Autoresponders off.
No ticket # in the subject.

Its like a $40/month beta test. Totally unusable until these issues are dealt with. Sounds like it could be a while.

xian · 10-05-2006, 02:52 PM

Outbound mail is working now thanks to support!

But is there a way to see the status of the auto-responder bug? Is there a way to see what bugs are alive/being worked on?

Marc · 10-05-2006, 04:46 PM

You can see the status at the bugs system at http://bugs.kayako.net, but i cannot find this bug here.

The strange thing is, yesterday we updated to v.80, after the update we had this bug, before in the old version the auto responder was turned off successfully.

Anybody else out there with the same problem or can anybod turn of the auto responder successfully?

Neil-UKWSD · 10-05-2006, 05:56 PM

Hi,

The bug is not listed in the bug tracker as it has been added directly to the post .80 fixes list for the .81 build.

Marc · 11-05-2006, 03:40 PM

ok, when will the .81 build be available?

bdwyer · 11-05-2006, 06:18 PM

There's no simple code modification to disable ALL autoresponders?

Extra · 11-05-2006, 08:04 PM

This bug critically needs an interim update.

In an email to ticket system, undetected spam comes in, auto-response goes out.

WE then become the "spammer"

Please post a code fix to disable the autoresponder globally until the .81 is released.

Thanks.

xian · 12-05-2006, 03:58 AM

To disable auto-responders:

Admin CP -> Mail Parser -> Insert New Rule:

Criteria: Destination Email Contains helpdesk@yourcompany.com

Don't Send Autoresponder Message: yes!

That should do it, give it a shot.

Extra · 12-05-2006, 04:07 AM

Hello Xian,

Thanks for the help.

Master is set to no auto-r's each pre-parse is set to no A-responders. Problem is there is a bug in .80 where you cannot turn them off in either mail rules or master settings.

Is a known issue and correction is in .81 BUT until then we are spammers....

Thanks,

xian · 12-05-2006, 01:02 PM

I was experiencing the same bug, but the destination email Rule worked for me.. sorry you dont have the same luck.

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Acoustica Offline New Member Posts: 2 Join Date: Mar 2006	09-05-2006, 08:55 PM In the admin area, select Mail Parser > Manage Email Queues, and each email queue will have its own autoresponder settings.

Marc Offline New Member Posts: 12 Join Date: Nov 2005	09-05-2006, 10:12 PM I see, but it won't work. The Queue is active and used by incoming emails. I can see it by the "Queue Subject Prefix". "Enable New Issue Autoresponder?" is set to "No" "Enable New Reply Autoresponder?" is set to "No" but anyhow the Auto Responder mails are sent out. Is it a bug?

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	09-05-2006, 11:12 PM Hi, This is a bug and on the list to be fixed. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

Marc Offline New Member Posts: 12 Join Date: Nov 2005	10-05-2006, 07:34 AM Dear Neil, thank you for the answer. Then i expect the bug to be fixed in around 2 years. I already commited another small, but for us serious bug in the bug system half a year ago and nothing happened. It is really a pity that such basic functions are not working and that such simple bugfixes take so long.

xian Offline New Member Posts: 29 Join Date: May 2006	10-05-2006, 12:53 PM Ug. I started paying for this software thinking that options in the software would actually work. How long will I have to wait for: Outbound smtp. Autoresponders off. No ticket # in the subject. Its like a $40/month beta test. Totally unusable until these issues are dealt with. Sounds like it could be a while.

xian Offline New Member Posts: 29 Join Date: May 2006	10-05-2006, 02:52 PM Outbound mail is working now thanks to support! But is there a way to see the status of the auto-responder bug? Is there a way to see what bugs are alive/being worked on?

Marc Offline New Member Posts: 12 Join Date: Nov 2005	10-05-2006, 04:46 PM You can see the status at the bugs system at http://bugs.kayako.net, but i cannot find this bug here. The strange thing is, yesterday we updated to v.80, after the update we had this bug, before in the old version the auto responder was turned off successfully. Anybody else out there with the same problem or can anybod turn of the auto responder successfully?

Neil-UKWSD Offline Member Posts: 868 Join Date: Jun 2003 Location: United Kingdom	10-05-2006, 05:56 PM Hi, The bug is not listed in the bug tracker as it has been added directly to the post .80 fixes list for the .81 build. Neil Wood \| UK Web.Solutions Direct Ltd UK cPanel/WHM hosting accounts http://ukwebsolutionsdirect.co.uk

Marc Offline New Member Posts: 12 Join Date: Nov 2005	11-05-2006, 03:40 PM ok, when will the .81 build be available?

bdwyer Offline New Member Posts: 16 Join Date: Feb 2006	11-05-2006, 06:18 PM There's no simple code modification to disable ALL autoresponders?

Extra Offline Member Posts: 30 Join Date: Oct 2005	11-05-2006, 08:04 PM This bug critically needs an interim update. In an email to ticket system, undetected spam comes in, auto-response goes out. WE then become the "spammer" Please post a code fix to disable the autoresponder globally until the .81 is released. Thanks.

xian Offline New Member Posts: 29 Join Date: May 2006	12-05-2006, 03:58 AM To disable auto-responders: Admin CP -> Mail Parser -> Insert New Rule: Criteria: Destination Email Contains helpdesk@yourcompany.com Don't Send Autoresponder Message: yes! That should do it, give it a shot.

Extra Offline Member Posts: 30 Join Date: Oct 2005	12-05-2006, 04:07 AM Hello Xian, Thanks for the help. Master is set to no auto-r's each pre-parse is set to no A-responders. Problem is there is a bug in .80 where you cannot turn them off in either mail rules or master settings. Is a known issue and correction is in .81 BUT until then we are spammers.... Thanks,

xian Offline New Member Posts: 29 Join Date: May 2006	12-05-2006, 01:02 PM I was experiencing the same bug, but the destination email Rule worked for me.. sorry you dont have the same luck.