We have OnTime set to automatically create incidents from the emails that come into our Help Desk email then, send an auto-response to the sender to inform them that the incident has been created. When an undeliverable email is received into the Help Desk email; another incident is created and another email is generated from the Help Desk email informing the sender that the incident has been created. Then, another undeliverable email is received into the Help Desk email, which causes another incident to be created and another email to be sent to the sender (undeliverable) informing them that the incident has been created. An endless loop is created when using the email auto-reply functionality and receiving undeliverable emails. From one undeliverable email OnTime created over 1500 incidents.

What can we do to avoid the endless loop and have unnecessary incidents created?

Regards,

Sue

Has anyone else experienced this problem?

Regards,
Sue

Sue;

 Do work around this you would want a solution outside of OnTime. What I do with our support email box, is I have some rules setup on the box itself to handle messages I don't want to receive back. For example, we receive some non-support related mails for other services in to the support mail address. These have rules setup to forward them to interested parties, and then move the emails to a specific folder.
 

For example where the sender is the postmaster you could have it be deleted or moved to a folder.

John Tkalcich

Axosoft Support