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