Exclude 'Out of office'/'Undeliverable' email to prevent mail loop

Environment TOPdesk version SaaS / on-premises Requirements Action management Answer It is possible to prevent 'out of office' or other automatic replies to be imported by the mail import of TOPdesk. You can choose between the following solutions: TOPdesk 8.09.019 and higher Solution 1) Suppress automatic replies Since this TOPdesk version, it is possible to use the 'Suppress automatic replies' checkbox on mail actions. This is found on the 'Additional' tab of every individual e-mail action (not in the mail import settings). This setting adds headers to outgoing mails, sent from TOPdesk, which prevent the receiving mail server from sending automatic replies. Because there have been some changes in whether these headers are automatically enabled or not, please check the following overview: •Every SaaS environment that has been on a TOPdesk version between 8.09.019 and 8.10.019, the checkbox 'Suppress automatic replies' was ticked for all mail actions. We've decided not to roll this back to the previous situation. ◦After updating to 8.10.020 or later, the checkbox is not ticked by default on new mail actions. ◦In general, this group of environments consists of all Continuous Deployment environments. •For every SaaS environment that has not been on a TOPdesk version between 8.09.019 and 8.10.019, and is updated to a more recent version, none of the mail actions have the checkbox enabled by default. ◦Environments staying on an older version than 8.09.019 will not have the checkbox available. •For On Premises update to 8.10.017 or later, this checkbox is off by default for both new and existing mail actions. The reason for these changes is that the information gained from automatic replies, for example if the caller of an incident is out of office, can be more valuable than initially expected. Also because mail loops cannot be triggered by every type of event, the need to enable this functionality for all emails is not needed. Advise We advise you to check the mail actions that are automatically sent after a mail has been imported. These should be emails linked to an 'elapsed time' or 'card date' event. These emails are the ones with the risk of causing a mail loop. Because the functionality is rather new, we also advise keeping any existing mail rules (see 'Solution 3') in the next chapter) for now. TOPdesk 8.09.018 or lower Solution 2) Sub folder Run the mail import from a sub folder instead of the inbox. Replies from the caller, including the 'out of office' reply, will end up in the inbox and are only imported after the email is dragged to the sub folder. You can change the folder that is used by the mail import in 'Settings > Functional Settings > Mail import'. Solution 3) Rules on the mail server Create a rule on the mail server that makes sure emails with ‘out of office’ or ‘automatic reply’ as subject are placed in a different folder than the import folder. Alternatively, you could use the 'which is an automatic reply' option Exchange provides for this. For more information on settings up inbox rules in the Microsoft Outlook Web App, check out this article in the Microsoft knowledge base. Solution 4) Minimize out of office replies Adjust the mail server so an address can only send one out of office reply. Notes ⒈More information and troubleshooting tips about the mail import are found in knowledge item KI 8765. ⒉KI 10145 contains more information about stopping mail loops, and what are the best steps to take directly.