First of all, thank you very much to the Znuny team. Congrats on a wonderful product.
Hi, I have a system running Znuny 6.5.3 on Linux. The system works great except that none of my Queues will send Auto Responses when I move a ticket into the Queue. For example new tickets go to Raw. When a human determines the ticket to be legitimate, the ticket is moved by the human to the "Technical Support" Queue. The "Technical Support" Queue's Auto Response has "default reply" set for the "auto reply" field in the "Manage Queue-Auto Response Relations" screen.
Normal "manual" replies to the tickets all work fine. If I watch the mail log, from the OS (tail -f /var/log/maillog) I do not see anything related to an attempt to send an auto reply message.
The customer and my test emails to the system do not have any BULK email headers in them either.
Any ideas what I may be doing wrong. This system is a very old system ( right at 24 years old ), upgraded continuously from OTRS 1.2 in 2004. As far as I can recall auto replies have never worked.
Auto Responses not sending for any Queue
Moderator: crythias
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- Znuny newbie
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- Znuny Version: 6.5.3
- Real Name: Randy Discher
- Company: Leland Enterprises
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- Znuny newbie
- Posts: 4
- Joined: 01 Aug 2023, 13:58
- Znuny Version: 6.5.3
- Real Name: Randy Discher
- Company: Leland Enterprises
Re: Auto Responses not sending for any Queue
heh, math isn't my strong suite apparently, 19 years use, not 24. But anyway, the system has always worked wonderfully, but I would really like the Queue Auto Response to work and would be grateful for any assistance.
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- Znuny newbie
- Posts: 4
- Joined: 01 Aug 2023, 13:58
- Znuny Version: 6.5.3
- Real Name: Randy Discher
- Company: Leland Enterprises
Re: Auto Responses not sending for any Queue
One other thought comes to mind. The "default reply" auto response is indeed set to "valid" for it's Validity field.
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- Administrator
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- Znuny Version: Znuny and Znuny LTS
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- Company: Znuny
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Re: Auto Responses not sending for any Queue
Hi,
Make sure that you have:
1.) a valid auto response, type auto reply
2.) have this auto response assigned to the queue(s)
I assume "move a ticket to the queue" means when you fetch an email and a ticket is created.
- Roy
Make sure that you have:
1.) a valid auto response, type auto reply
2.) have this auto response assigned to the queue(s)
I assume "move a ticket to the queue" means when you fetch an email and a ticket is created.
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
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- Znuny newbie
- Posts: 4
- Joined: 01 Aug 2023, 13:58
- Znuny Version: 6.5.3
- Real Name: Randy Discher
- Company: Leland Enterprises
Re: Auto Responses not sending for any Queue
Thank you kindly for the assistance. No, I meant that Auto Replies are not being sent when a message is moved from the Raw queue into the 'Techsupport' queue. My testing today reveals that if I assign a valid Auto Reply to the Raw queue, then the system will send and Auto Reply.
I don't want to send Auto Replies to tickets in the Raw queue though because spam sometimes enters this queue, and I don't want to reply to the spam because it could cause my server IP or domain to be marked on spam black lists as a potential spammer.
I do wonder how the rest of yall handle this spam concern though.
So it seems to me that Znuny is working as designed and that manually moving a ticket into a queue will not trigger an auto reply.
In order for me to send an 'automatic reply' to a ticket manually moved into a queue, should I use perhaps be looking into crafting a 'Generic Agent' or maybe a 'Ticket Notification'?
I don't want to send Auto Replies to tickets in the Raw queue though because spam sometimes enters this queue, and I don't want to reply to the spam because it could cause my server IP or domain to be marked on spam black lists as a potential spammer.
I do wonder how the rest of yall handle this spam concern though.
So it seems to me that Znuny is working as designed and that manually moving a ticket into a queue will not trigger an auto reply.
In order for me to send an 'automatic reply' to a ticket manually moved into a queue, should I use perhaps be looking into crafting a 'Generic Agent' or maybe a 'Ticket Notification'?
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- Administrator
- Posts: 3976
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Auto Responses not sending for any Queue
Hi,
The auto-response is for creating tickets, not moving. You might be able to use the ticket notifications for this use case.
Spam is handled outside Znuny. That's the MTA's task
- Roy
The auto-response is for creating tickets, not moving. You might be able to use the ticket notifications for this use case.
Spam is handled outside Znuny. That's the MTA's task
- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?
Use a test system - always.
Do you need professional services? Check out https://www.znuny.com/
Do you want to contribute or want to know where it goes ?