The alerts emails are sent in to SDP from a variety of non-existent email addresses e.g. sql_backups@mycompany.com, san_monitor@mycompany.com etc. We have 'acknowlege requester by email' turned on, so every time a system sends in an alert email, SDP sends back the 'Thank you for your message, here's your ticket number' email. This then generates a mail delivery failure message from our mail server because it's tried to send to a non-existent address. This failure message then ends up in our Alerts group as a separate ticket. It's not the end of the world, but it's an ongoing annoyance having to manually clean up these unwanted tickets a few times each day.

What I'm trying to achieve is the automatic closure, resolution or deletion of these delivery failure message tickets, but only in the IT Alerts group. We have other groups for support requests etc and would still want to see any delivery failures in those groups. Equally I can't turn off the requester acknowledgement messages altogether as they are required for those other groups.

I thought I'd be able to do it with a business rule, but have hit the following problems:

- Delete: Can't see an option anywhere in a business rule to set 'Delete the message' as an action. This would be my ideal as deleting seems to ignore all closure rules and just gets rid of it with minimum fuss.

- Close/Resolve: I can see the 'Set status to closed / resolved' actions. But our global closure rules require various things to be set before we can close/resolve a ticket. I can set most of these things in the business rule (technician, category etc), but the one I can't do is work log. Without a work log entry, the ticket can't be closed and the business rule fails. Again, I can't turn off the global closure rules as they are required for the other groups.

I wasn't sure what to title this post as it strikes me there's several ways round this if they were possible e.g.

- Turn off auto-respond to requester just for a particular group or via a business rule

- Delete as a business rule action

- Custom closure rules for a particular group

- Ability to tell a group to ignore global closure rules

- Ability to add a work log entry via a business rule

As far as I can see, none of the above is possible in SDP. If anyone knows how it could be done or has any other ideas how I could get this selective auto-close working I'd love to hear from you.

Sorry for long post. Many thanks for making it to the end :)