Can't receive e-mails when creating a new ticket

[drethegoataraujo]

Hello guys!

I don't know if there is already a topic about this problem, but I was searching for a little while and haven't found it, so here is my question.

We are implementing OTRS in our company, and it was not that complicated to install and configure, but the problem is:

When I send an e-mail to the address that is configured in OTRS, OTRS fetches the e-mail but doesn't send an automatic response, so people know that the message got to the system and has been assigned a Ticketnumber.

I had this working some time ago, but something is missing right now.

Can you guys help?

Thank you all

[Lamaman]

Do you mean:

Admin -> Auto Responses and Queues?

[drethegoataraujo]

Do you mean:

Admin -> Auto Responses and Queues?

Yes. I have auto responses to the main queue "Raw", which is the queue where the messages fall in the first moment.

[Lamaman]

- What does the System Log say, when the autoreply action is be triggered?
- Is Raw the queue the ticket is in?

[drethegoataraujo]

I don't know if I understood your question, but:

The messages go to the Queue RAW at first;
System Log doesn't show any error about this problem.

[drethegoataraujo]

Guys, can somebody help with this? Still having the problem and I don't know where I am failing.

[patzig]

show us the tickethistory please.

[drethegoataraujo]

What do you mean by tickethistory?

[pvzwehl]

We are currently facing the same problem. Systemlog states that the from address is empty, but the ticket history shows that the sender address has been added correctly. This issue effects all automatically send emails as notifications. Normal answers are send just fine.

Exact Error log entry for automatic reply:
Fri Aug 26 22:10:17 2016 error OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-05 Can't send to '***': 5035.5.1 Error: need MAIL command, from field is blank

Exact error for notification:
Fri Aug 26 19:45:06 2016 error OTRS-otrs.Console.pl-Maint::Ticket::EscalationCheck-05 Can't send to '***': 5035.5.1 Error: need MAIL command, from field is blank

Here is the german thread to the topic I opened:
viewtopic.php?f=35&t=33266