Out of OfficeΒΆ

This feature add-on ignores out-of-office messages. As a rule, after processing a ticket, a final message is sent to a customer stating that the request has been completed. Then, the ticket is closed. If the message recipient has an out-of-office message turned on, this gets sent back to OTRS as a reply. This causes the closed ticket to be automatically re-opened. An employee must then manually close the ticket again. This can be very time-consuming, especially if you have frequent email traffic.

With the feature add-on, the system stops responding to out-of-office messages, which means tickets are not reopened when these messages are received. You can flexibly configure which out-of-office messages should be ignored.

Benefits
  • Individual configuration that filters out-of-office messages.
  • Closed tickets are no longer opened by out-of-office replies.
Target Groups
  • Companies of all sizes with high ticket volumes
  • Anyone using out-of-office frequently
  • Companies with frequent email traffic
  • IT service management
  • Customer service
  • Service providers
Available in Service Package
  • TITANIUM
Package Name in OTRS Package Manager
  • OTRSOutOfOffice