Auto-responder bounced 58k times

Problem reported by Emanuele Tomasi - 10/8/2018 at 12:31 AM

Submitted

Hi all,

I think that something doesn't work as expected. bounced.jpg

We received a spam email into our SmarterTrack and after that 58k comment are been created (see attached file).

There is the possibility to avoid that? To put a rule that after n. mail bounced the system doesn't try again to send emails??

The system is freezed.

5 Replies

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Eric McCarthy Replied

10/8/2018 at 7:10 AM

Employee Post

Unfortunately the information you provided here is insufficient for us to diagnose the issue. I suggest opening a support ticket so we can collect more sensitive information to diagnose this issue.

Eric McCarthy Software Developer SmarterTools Inc. www.smartertools.com

Emanuele Tomasi Replied

10/8/2018 at 7:41 AM

I can give you all info you need.

The flow is that :

- we received an email from flx14ea5e@scania.it that creates a ticket

-Smartertrack try to send the notification (auto-responder)

-this addresses can't receive emails, so generate this mail back

"Delivery failed for the following recipients or groups:
flx14ea5e@scania.it
There was a problem during the delivery of the message. Try sending the message again later. If the problem persists, contact your organization's technical support.
Your message has been rejected by the following organization: 10.21.2.181."

-this mail come into Smartertrack and go inside the ticket with that message

"Queue - General Comment

The auto-responder for this Ticket was bounced"

- Smartertrack try again to send the notification... every 1-2 minutes (I expected that this retry should be done only few times)... creating an infinite loop

Derek Curtis Replied

10/8/2018 at 1:16 PM

Employee Post

Hi, Emanuele

For the Email settings, do you have this box checked on the Options tab: Filter duplicate incoming emails? If so, that should keep an autoresponder loop from creating multiple tickets or ticket replies.

Derek Curtis COO SmarterTools Inc. www.smartertools.com

Emanuele Tomasi Replied

10/9/2018 at 8:32 AM

Yes,

I have both selected.

Andrew Barker Replied

10/10/2018 at 7:16 AM

Employee Post

Emanuele,

In the screenshot you initially provided, every visible bounce comment appears to have been created within the same minute. To diagnose this, we would need to be able to see the raw content associated with several of these bounce messages, as well as review the general history of the ticket. It would also be helpful to be able to review the logs from the affected time period. We do not ask for this information through community threads, in case there is sensitive data involved. This is why we suggested, and still believe, a support ticket is the best way for us to be able to resolve your issue.

Andrew Barker Senior Software Developer SmarterTools Inc. www.smartertools.com

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