auto response not sending on every ticket

[pyrocam]

I am running Version 4.0 Stable (Build 687) and it was reported to me that not all auto responses are getting to the end user.

I sent 10 mails to the helpdesk, I only received one auto response back. is this a bug?

is there a way I can add some debugging to the auto response so I can see where/if its failing there or at some other level. has anyone else experienced this?


SMTP timeout = 30 Sec
maximum deliveries per connection = 20

[Hildy]

The auto responses follow the RFC recommendations for automatic mail notices, and will send no more than one response per 600 seconds to a given requester. It's possible to change that by editing the code, but that's the likely cause of the behavior you're seeing.

[pyrocam]

yeap that would do it.
where can in the code can I change this?

also, might be worthwhile Feature request: queue the mail so it sends the next one after the 600s timeout.

[Hildy]

It's in cerb4/api/app/Mail.php, line 479 (search for "600").

As to queueing, it's more a question of send/don't send, not one of send now / send later. You're welcome to update your copy to send more frequently; we're just trying to be good netizens wrt the autoreplies. ;-)

[pyrocam]

I am with you on the good practice and all, Our clients think there is something wrong when they don't get an auto response. I will action that change now thanks.

Just brainstorming but, what if (optionally) ticket auto responses were held for 600secs and if more than one came in, you could 'bundle' the responses and summarize in a single response every 600s or so.

Cheers

[Hildy]

I don't think that would go over very well, pyrocam... would you like waiting 10 minutes for a confirmation email from *your* support provider? ;-)