Email replies monitor add comment by itself

Hi there,

sometimes, when a technician adds a comment in the ticket app, the email replies monitor append another comment (looks like a text version of the reply sent to the requestor) afterward.

Is there a way why this happening? It seems to happen when there are more than 4 comments.

 

Thanks,

 

Jack

Asked by Jack Chou on Wed 3/2/22 5:47 PM
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Answers (2)

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Jack Chou Thu 3/3/22 2:59 PM

Yes, it was after a proxied response from another user that was CCed.

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That would be the reason then. The Email reply monitor's TDX user account is being contacted because A) it is a member of the thread now after having proxied someone's response and B) that email monitor's TDX account must be a User that has an Alert/Notification email address = the mailbox being monitored. We do *not* advise this because there really isn't a reason you should ever need to contact an email monitor from within TDX. I suggest changing that reply monitor's TDX account so its Alert/Notification address is a non-valid email address (ie one that goes nowhere). This will prevent this sort of looping or repeat posting of comments from taking place. - Mark Sayers Thu 3/3/22 3:14 PM
Mark Sayers Thu 3/3/22 9:12 AM

Hello Jack,

Is this happening *only* after the replies monitor has proxied a response onto a ticket for someone?

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