Auto respond keeps updating

[m.vandun]

Hi,

We're experiencing an issue with an ticket, where it seems that a customer has replied via email and the system keeps updating the timeline that an update has been provided (see screenshot). Please help.

Kind regards,

mark

[Victor]

@m.vandun you have an infinite loop between routing rules and email update notifications. Here is what happens:

1. An email arrives in support mailbox and routing rules start processing it;
2. Routing rules match a request update so the email update is applied to the request;
3. An email notification is sent to the email address of the request owner that his request has been updated.

 

The loop happens because the owner is a generic support engineer with the same email address as the mailbox. Because the notification is sent to this email address, it triggers step 1 and 2 going to an infinite loop. You need to break this loop by either doing one of the following:

• have a different email address for the generic request owner;
• have a different email template/message/subject that won't trigger the automatic update;
• amend the routing rule to not apply this kind of update to the request.

[Victor]

@m.vandun also the request will be updated indefinitely until the loop is broken.

[m.vandun]

Thanks for your reply, changing the email for the engineer seems to have solved the issue.