Jump to content

Auto respond keeps updating


Recommended Posts

@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.
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
  • Create New...