This is not a result of a versaSRS error per se, as the system is doing what it is designed to, that is, create a case based on email and send out an "Open Confirmation Email" to the requestor - The problem is that the Requestor has an auto-responder on his/her email account which is STRIPPING out our Email Subject line which includes the necessary ticket #.

Effectively, as a result, his/her auto-response would be seen by the system as a NEW email and send off an Open Confirmation Email, to which her auto-response would do the same again, and another case is created - This cycle then repeats over and over.

To correct this problem you can do the following

(1) temporarily paused the OCE out-send of your Queue to stop the 'ping-pong' of case creation (then turn it back on after a window of 15 mins).

(2) Set the offending generated cases to a status of "Dead" (trashed). (optional)

Note: Steps 3 is optional, however it is our recommendation so as to avoid the problem re-occuring in future.

(3) Create a Routing Rule in the system with a lookout for this Requestors email address stating that if a future request comes in from this person, then an OCE will not be sent to this person.

This should solve your problem :)