<style>p { margin: 0; }span.fr-emoticon.fr-emoticon-img { background-repeat: no-repeat !important; font-size: inherit; height: 1em; width: 1em; min-height: 20px; min-width: 20px; display: inline-block; margin: -0.1em 0.1em 0.1em; line-height: 1; vertical-align: middle; } span.fr-emoticon { font-weight: normal; font-family: "Apple Color Emoji", "Segoe UI Emoji", "NotoColorEmoji", "Segoe UI Symbol", "Android Emoji", "EmojiSymbols"; display: inline; line-height: 0; } blockquote { border-left: solid 2px #5e35b1; color: #5e35b1; margin-left:0; padding-left:5px;}blockquote blockquote{ border-color: #00bcd4; color: #00bcd4;}blockquote blockquote blockquote{ border-color: #43a047; color: #43a047;} table.grid{ border-collapse: collapse;} table.grid td, table.grid th { border: 1px solid #ddd;} .fr-fic.fr-dib{ display: block; margin: 5px auto;}.fr-fic.fr-dib.fr-fir{ text-align: right; margin: 5px 0 5px auto;}.fr-fic.fr-dib.fr-fil{ text-align: left; margin: 5px auto 5px 0;}.fr-fic.fr-dii{ float: none; margin: 5px auto;}.fr-fic.fr-dii.fr-fil{ float: left; margin: 5px auto;}.fr-fic.fr-dii.fr-fir{ float: right; margin: 5px auto;}img.fr-dib.fr-fir { margin-right: 0; text-align: right;}img.fr-dib.fr-fil { margin-left: 0; text-align: left;}img.fr-dib { margin: 5px auto; display: block; float: none;}img.fr-bordered { box-sizing: content-box; border: solid 5px #CCC;}img.fr-shadow { box-shadow: 10px 10px 5px 0px #cccccc;}img.fr-rounded { border-radius: 10px; -moz-border-radius: 10px; -webkit-border-radius: 10px; -moz-background-clip: padding; -webkit-background-clip: padding-box; background-clip: padding-box;}</style><p><strong>In this guide we will cover:</strong></p><p><strong>- How to ensure out of office/automatic replies from users do not update the status of tickets</strong></p><p><br></p><p><br></p><p><strong>Associated Configuration settings Guide:</strong></p><ul><li><strong><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1454/" id="isPasted" target="_blank" rel="noopener noreferrer">Email (General Settings)</a></strong></li></ul><p><br></p><p id="isPasted">To prevent out of office replies from updating tickets, there is a setting you can turn off. If you go into Configuration > Email > Mailbox Setup you can find, and turn off the 'Accept Auto Replies' setting. This will filter out auto replies from Outlook based emails for this mailbox, the auto replies can be turned off for any mailbox connection type. Alternatively the settings shown in the email configuration area (images below), can be turned on to have the auto replies be filtered in certain ways.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjQ2MDg0MGY0LTQzODAtNDRlZC1iNjYyLWY4MDMyMmIzNWFjMyJ9.by9370lrfAojdsc77bq36mvVK_3RBhz3JE2V7ALRCzk" class="fr-fic fr-fil fr-dib" width="1212" style="width: 1214px; height: 678.183px;" height="678"></p><p><strong><span style="font-size: 10pt;">Fig 1. Accept auto replies setting</span></strong></p><p><br></p><p>The settings for auto-submitted headers are only available if the incoming service is enabled (Configuration > Advanced Settings). In addition to this, within Configuration > Email > General Settings, you can also set the following default settings.</p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImQ3NGZjNjk3LTAwYjAtNDljNS1hYzMzLTFjZWY0ZDZjMWE0MyJ9.WGObhBcloJoXPuSesdo-TGa1TtLYGqukeTzhofFozv8" class="fr-fic fr-fil fr-dib" width="1220" height="217"></p><p><strong><span style="font-size: 10pt;">Fig 2. settings to determine how emails with auto-submitted headers are processed</span></strong></p><p><br></p><p>Automatic replies not updating the status of the ticket, means that if you have auto replies enabled on the mailbox and one comes in, it will not let the ticket release from SLA hold, as the status will not change.</p><p><br></p><p>You can also enable the setting shown in figure 3 to ignore auto replies when an outgoing email is sent to a user:</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6Ijg1Yzk3NGE2LWZlNDYtNGZkYy1hN2FmLTUyMDZmNjdiYjgwZSJ9.jwFUCHe1weZTa1Oi4mDOpkEKgBKbzJHifURzX-MQ__8" class="fr-fic fr-fil fr-dib" width="450" height="68"></p><p><strong><span style="font-size: 10pt;">Fig 3. Setting to ignore any automatic replies from the user in response to an outgoing email</span></strong></p><p><br></p><p><strong>The headers described above are standardised across the board for emails, auto replies that will be caught include:</strong></p><p id="isPasted">Auto-Submitted:</p><p>This header indicates that the email has been automatically generated. The value "auto-replied" or "auto-generated" may be present.</p><p><br></p><p>Precedence:</p><p>A header with the value "bulk" or "auto_reply" may suggest that the email is an automatic response.</p><p><br></p><p>X-Autoreply:</p><p>Some systems use this header to explicitly mark an email as an auto-reply.</p><p><br></p><p>X-MS-Exchange-Organization-AutoReply:</p><p>Microsoft Exchange servers may include this header to indicate that the email is an auto-reply.</p>
