Helpdesk Outgoing E-Mail Templates Sent to User also sends mail to Agent

[-Paul-]

I have configured an email template to notify users about ticket updates. I am using the preconfigured “Auto-reply option – State change (sent to user)”.

The issue I am encountering is that both users and agents receive the automatically generated email. This creates a problem because some agents do not have an email address configured, which results in email loops.

How can I modify these auto-reply options or otherwise resolve this issue?

[DavidPK]

Step-by-step

1. Go to Configuration > E‑mail Settings in the Lansweeper Classic web console.
2. Temporarily disable the outgoing email template that is triggering the loop.
   • Outgoing templates can cause repeated tickets or notes when auto‑replies are received.
3. On the server handling helpdesk email:
   • On scan server check Configuration > E-mail Settings to confirm which one is configured for mailing.
4. On that server, stop the “Lansweeper Server” service.
5. Connect directly to your helpdesk mailbox and either:
   • Delete the problematic emails, or
   • Move them from Inbox to helpdesk_ignore.
6. Restart the Lansweeper Server service and monitor the mailbox to ensure the loop has stopped.

Prevention

In Configuration > Email Settings, configure ignore rules to filter out common auto‑replies such as:

• mailer-daemon@*
• Subjects containing: “out of office”, “auto‑reply”, “automatic message”, “undeliverable”

Also, periodically review the helpdesk_ignore folder to make sure no valid customer emails are being filtered.

Source:
https://community.lansweeper.com/t5/quick-tech-solutions/how-to-solve-email-loops-or-note-loops-in-t...