setup a unique auto reply [out of office] for multiple shared mailboxes

Posted on 2014-02-25
Last Modified: 2014-02-26
Hello Experts,

I just received a request from one of my clients, where the Service desk department that currently monitor and reply messages from 7 different shared mailboxes. Just to clarify, service desk representatives continuously monitor these 7 shared mailboxes and they have all of these shared mailboxes added to their profiles

Here is the request

They would like to setup a unique auto reply [out of office] for each one of these shared mailboxes. The key is that the original email cannot be included in the reply email and is it possible to change the “Automatic Reply” portion of the message to simply read – Email Receipt Confirmed.

Basically Service Desk would like an auto reply email be sent every time some emails one of the email addresses [shared mailboxes]

Now, we initially thought about setting an out of office reply, but SD does not want it to show the message “Automatic reply” in the email replies.

So, we attempted to set up a rule to reply to emails using a template.  This works, but only to the local profile hence the Contact Centre emails are configure differently, and outlook need to remain open for the rule to work at all times I was wondering if you may have a different way or advised on how to set this up or even if this possible.

Perhaps, we should use a transport rule? If so, please provide step-by-step solution

Our environment as per below

2 CAS Exchange 2010 servers one for each datacenter.

2 MBX Exchange 2010 servers in a DAG, same one for each datacenter

Outlook client versions 2010, 2013

Windows 2008 R2 is the OS for Exchange servers

WIndows 7 /8 is the OS for clients
Question by:Jerry Seinfield
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LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39887033
Use a transport rule.
However auto replies do leave you open to an email loop, so I usually discourage their use.


Author Comment

by:Jerry Seinfield
ID: 39887053
Thanks Simon

What type of transport rule and conditions i should use?

Is there a way to prevent that email loop that you are talking about?
LVL 63

Expert Comment

by:Simon Butler (Sembee)
ID: 39887634
The only way to prevent the email loop is to not use auto replies. None of the sites I manage use auto replies (which are different to Out of the Office) for exactly that reason.

The rules engine wizard is pretty self explanatory, you will be using "when message to X" probably with the from external option as well.


Author Comment

by:Jerry Seinfield
ID: 39888754
Hi Simon,

I  tried to create a transport  rule, we can select “sent to people ”,but there is no appropriate action to reply or send a normal email to senders. Please see attachment

Can you please indicate what transport rule, actions should i use to meet the expectations?
LVL 63

Accepted Solution

Simon Butler (Sembee) earned 500 total points
ID: 39890175
I was wrong - the most you can do with transport rules is send back a bounce.
Your best option is to use a third party tool for this - CodeTwo have a product that can do it. That way you will not have to enable automatic replies at the org level.


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