Howto disable the auto responder

[Extra]

Hi Xian,

Thanks for the help. We have 67 email queues with both pre and post parse rules. Each is set to no auto responder in in the preparse rules.

It appears that each is sending auto-responses (but I have not tested each.) I have only tested the ones we see returns from.

Niel indicated a correction to a known bug. Our concern is the number of auto-responses going out to undetected spam that gets into the ticket syste and then we auto respond as though we are the spammer :-)

Again thanks for trying to help.

ET

[xian]

Are you using fetch? I am having trouble with the ticket numbers being displayed in the subject - that seems to also be a bug, however when I used the Kayako Demo, there was no problem removing the ID from the subject.

I am trying to get kayako to generate a new key for me to run SupportSuite on my production mail server so I can pipe. They havent answered my question regarding how they are doing it. I do know that my demo server was running SSHd - so its POSIX at least. Thats a good sign for me.

Maybe I should try the .80 CVS ?

Any advice?

[Extra]

Hello Xian,

Yes I would recommend the .80 CVS as has corrections in it and is very stable for us in a Linux environment. BUT, if you are in a windows server environment I cannot advise as we are in a cPanel/Apache Linux environment. We started in a Windows environment and realized the majority of issues were related to Windows compability, so we dedicated a Linux Dual Xeon to host SupportSuite.

we have as of today processed over 80000 tickets through the system and nearly 5000 chats without major issues. (Just little nits like the auto responder.)

Also side note. Our mail server is on a windows 2003 with Mailenable Enterprise. Mailenable receives the email and forwards to the pipe of SupportSuite that is on the Linux box. We use a forwarder built into cPanel to the assigned queue on SupportSuite. Works well with 2 seperate disparate boxes.

Hope this helps.

ET

[Marc]

The solution Xian proposed does NOT work here, auto responder emails are still sent out.

We don't want to update to a CVS build because after every update we have to customize the system again, a lot of work. To much to do updates all the time.

Because we cannot wait for Kayaka we have made a hotfix ourself.

in file

modules/tickets/functions_ticketcore.php

in Line 480 before if ($sendautoresponder && !empty($email)) we entered:

$sendautoresponder = FALSE;

For now this seems to disable the auto responder. If you test it please give feedback.

[Extra]

Thanks Marc!

Implemented and appears to be working well.

We modified line 480 to be:

$sendautoresponder = FALSE; if ($sendautoresponder && !empty($email))

[xian]

You must have the source then eh? Heh. I have not made that leap yet. I'll give it a few months before I am ready to drop several hundred on it. My queue is so small... they should have a sliding price for use (starting at the current price and going down!).

I'll keep this in mind for the future..

[Success]

Any solution to this problem now?

[Marc]

Funny, one year later, we have just updated to the newest kayako version and suddenly auto responder mails are sent again because our old own fix was overwritten. It seems the bug is still not fixed.

Disappointing....

[Jamie Edwards]

I have added a new bug to the tracker - this one must have been lost.

http://bugs.kayako.com/index.php?cmd=view&id=102

[dmethvin]

I had a similar problem with "registration required" emails, most of which are in reply to spam and we don't need this feature because all our tickets are initiated through a web form. These emails cannot be turned off, at least on the version we are running (3.00.80). We have delayed upgrades to the latest version because we can't live without our own bug fixes.

Anyway, we turned off "registration required" entirely by going to modules\parser\functions_parsercore.php and commenting out the code to send email that is below this line:

if ($_email["queue"]["registrationrequired"] == 1 && !$userid)

The special cases in that code (checks for "MAILER-DAEMON" and the like) are not sufficient, we have had several nasty mail loops started by spam messages.

[Ryan Lederman]

This is fixed as of 3.11.00, FYI.

[Joe80]

Are you usre this issue is fixed Ryan?

I am using version 3.30.01 and I am still experiencing this issue. Is anyone else experiencing the same issue?

[GoneShootin]

Autoresponders are still being sent out from my mail queues even though the mail queue has been set NOT to send them out.

Very confusing. And it's only happening since the upgrade.

[supportskins]

Autoresponders are still being sent out from my mail queues even though the mail queue has been set NOT to send them out.

Very confusing. And it's only happening since the upgrade.

Which version of Kayako are you using? Also did you revert the templates?

[josephstern]

I'm using 3.30.01 and it just started happening since the upgrade, and it's causing a bunch of confusion.

In my situation, if someone emails to my address and there is a 'cc' in the email, only the 'cc' person gets the auto-responder. So, actually, this is even worse than the original person getting it, because the 'cc' recipient just has no clue what's going on.

Help!!