Out of office replies to tickets...
Question asked by Koby Fuessler - 11/13/2015 at 11:46 AM
Unanswered
One of our helpdesk employees recently brought something to my attention regarding how an "out of office" auto-response appears in a ticket.
 
What's happening is that the employee replies to a ticket from the web interface, then the recipient's mail client auto-responds with an out of office message.  When the out of office email hits the ticket, the ticket shows:
 
"A bounce message was received for a reply to this Ticket. As a result, one or more replies may not have been received by the intended recipient(s). Raw Content"
 
We can then click on "Raw Content" and see the raw .eml file and attempt to decipher what the response was.  I'm hoping there's a way to change this behavior so that the actual out of office email would show in the email chain in the ticket.  Is there a way?
 
In our organization we are using SmarterTrack 11.3.5766.

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Matt Phillips Replied
Yes, we've found the exact same thing (v11.0.5603.22759). Perhaps smartertrack is treating these as bounced due to some other header? I can see "auto-submitted: auto-generated" in the header.

It would be much better if the actual body of the out of office message is displayed in the SmarterTrack thread. e.g. "I'm on leave 29th April, 2016 returning 9th May, 2016"
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Koby Fuessler Replied
Just so you know this problem was fixed in a later release shortly after I asked this question back in the day. I don't recall which one exactly but I believe it was the last 11.3 build. We are currently running the latest 12.x release and all is well.
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Matt Phillips Replied
Great, thanks for letting me know. I'll upgrade!

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