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554 Views 8 Replies Latest reply: Sep 5, 2012 1:18 AM by jennashaw RSS
tbowley Rookie 12 posts since
Nov 4, 2011

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May 4, 2012 6:58 AM

Out of office replies creating tickets

Since we have moved from Exchange 2003 to Exchange 2010 we have noticed tickets being generated for Microsoft Office Out of Office replies.  We believe the change needs to occur on the Exchange side, but wanted to double check to see if there is a setting I could configure within Service Desk to ignore

 

 

Example of the Summary of ticket is:

Automatic reply: Incident number 31087 - FW: Webcast access

  • blaine67 Apprentice 183 posts since
    Feb 12, 2009

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    1. May 4, 2012 7:05 AM (in response to tbowley)
    Re: Out of office replies creating tickets

    In the Action Settings in the Email Setup under Administration, you can ignore certain Subject lines on incoming emails.

     

    Just add one for 'Automatic Reply'.

     

    email.jpg

  • Jamie Cannon ITSMMVPGroup 1,359 posts since
    Feb 28, 2008

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    2. May 10, 2012 9:10 PM (in response to tbowley)
    Re: Out of office replies creating tickets

    We currently ignore subjects like Brian suggested.  This is the only way so far we've found to be able to filter these our.

  • dgaughran Apprentice 121 posts since
    Jan 12, 2009

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    3. Aug 13, 2012 7:59 AM (in response to Jamie Cannon)
    Re: Out of office replies creating tickets

    folks,

    is it possible to use a wild card to pick up on all out of office automatic replies. i'm getting name of person is out of the office etc. so it would be good to input something like *out of the office*

    rgds,

    dave

     

  • Apprentice 60 posts since
    Jul 11, 2011

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    4. Sep 3, 2012 6:49 AM (in response to dgaughran)
    Re: Out of office replies creating tickets

    Hi Dave,

     

    The list works on a "containing" basis, so you don't need the wildcards. Putting "out of the office" in the list will ignore anything containing that phrase.

  • dblansky Apprentice 121 posts since
    Jan 31, 2012

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    5. Sep 3, 2012 5:39 PM (in response to blaine67)
    Re: Out of office replies creating tickets

    We don't have the Service Desk addition for LANDesk yet, but are looking into it in the future.  We have some emails that are sent via out Help Desk account (password expiration notice, account expiration notice, etc) 

     

    when those go out, we get Out of Office notifications which we would like to ignore.

     

    However, there are times that we are actively working on an issue, & while communicating with the end user, we will receive an OOO message as well.  Is it possible to retain those notifications while ignoring the others?  It would obviously be helpful to know that the end user is not in the office if we are actively working on something.

  • Apprentice 60 posts since
    Jul 11, 2011

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    6. Sep 4, 2012 1:32 AM (in response to dblansky)
    Re: Out of office replies creating tickets

    Ok, sorry Dave, I assumed you did as this was posted in the Service Desk section. We don’t use LDMS so I don’t know.

  • dblansky Apprentice 121 posts since
    Jan 31, 2012

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    7. Sep 4, 2012 7:47 PM (in response to jennashaw)
    Re: Out of office replies creating tickets

    I'm a different "Dave" than the one you originally replied to... Still wondering about this since our current service desk software does a horrible job of managing this stuff, & once my combany has the funding, we should be moving to the LANDesk service desk suite.

     

    Thanks!

  • Apprentice 60 posts since
    Jul 11, 2011

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    8. Sep 5, 2012 1:18 AM (in response to dblansky)
    Re: Out of office replies creating tickets

    Sorry Dave, that confused me!! :-)

     

    I think you could filter those replies either through a different mailbox to make it easier, or by filtering based on the original subject of the e-mail (if that is standardised for your "normal" service desk request notifications). It would be a bit of a fiddle as the current exclusions functionality is fairly basic, but it's possible with some lateral thinking.

     

    For what it's worth I can thoroughly recommend Landesk, it's an awesome product! We've made no end of progress since we moved to them.

     

    Jenna

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