can i limit the number of tickets a client opens?

[decor]

hello

i find that when a ticket is opened by someone who has a autoresponder on there email address, that there is a continual stream of new tickets being opened - each reply is a new ticket. Is there a way to limit the number of tickets opened in a period of time?

 

thanks

Ian

[andy40]

Only way i know of is to block them or you will keep getting them.

[And then there was one les]

Inform your clients on sign up if they have an auto responder on their system and they use an email address that has the responder active then the email will blocked as the responder triggers new tickets. You can still prevent the initial loop by not sending an email to clients on ticket open, although as soon as your admin respond you would have the same issue.

 

You can try a hook that would work off the email pipe hook point to check how soon after the last support email the response is and abort the pipe if its within x seconds but that would be a bit of a hack.

[decor]

Some clients turn on auto responders from time to time, still the block process needs to be done manually

Ian

[easyhosting]

If its an email that is on our server then we will go into that account and turn off the autoresponder and inform the client what we have done and why.

If you dont have root access to the email address, but root access to the server you could temp turn off exim (mail server) for 30 seconds, clearn out the mail queue and then restart exim. this will usually kill the loop