3788245 - OOO Auto-Reply Triggered Only Once for Tickets

Symptom

An Out-of-Office (OOO) automatic reply is expected to be sent for every email received, including multiple emails related to different Tickets from the same sender. However, users observe that the OOO response is sent only once to a given sender, and subsequent emails from the same sender do not trigger additional automatic replies.

Environment

SAP Cloud for Customer

Resolution

This behavior is expected and is a limitation of Microsoft Outlook/Exchange. The Out-of-Office Assistant is designed to send only one automatic reply per sender during the OOO period to prevent email loops and reduce spam.

If the business requirement is to send an automatic reply for every incoming email (including multiple emails from the same sender), Microsoft recommends using Inbox Rules instead of the standard Out-of-Office Assistant.

For details and configuration steps, refer to the following Microsoft documentation:

Only one automatic reply is sent to each sender:

https://learn.microsoft.com/en-us/troubleshoot/exchange/client-connectivity/one-reply-sent-sender

Use rules to create an Out-of-Office message in Outlook:

https://support.microsoft.com/en-us/outlook/use-rules-to-create-an-out-of-office-message-in-outlook

Using Outlook rules can help achieve the requirement of sending automatic replies multiple times to the same sender.

Keywords

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Product

SAP Cloud for Customer core applications all versions