Autoreply

[mavrie]

Hello fellow OTRS enthousiasts

I've configured an OTRS install from scratch.
The version we are using is 3.3.4 and it is running on a VM with CentOS.

Every ticket comes in on the same queue from an email adress ticket@...
Now when I tried to configure an auto-reply i enabled in on the queue where the tickets come in.

Under the systemlog I can see the following:

POP3: Fetched 1 email(s) from ticket@blank.com/mail.blank.com
Sent agent 'NewTicket' notification to 'ticket@blank.com'.
Sent auto response (SendAutoReply) for Ticket [2014090910000093] (TicketID=99, ArticleID=275) to 'test test <testadres37@blank.com>'
Sent email to 'test test <testadres37@blank.com>' from 'Ticket - OTRS System <ticket@blank.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2014090910000093] Auto-reply op ticket;

And in the zoomview of the ticket i can see there is a "system - email-external" going out to the customer adress.
Yet when i look in the mailbox of the dummy customer there is no email adress.

Can anyone help debug this? And if any additional information is needed, I'll be glad to provide it.

Thanks in advance
Matt

[crythias]

Sent agent 'NewTicket' notification to 'ticket@blank.com'.

I'm concerned about this.

certainly check your mail transport path and spam filters.

[mavrie]

Crythias, thanks for the fast response

But I don't think the problem is situated there, since when replying to a ticket, the reply is sent from the same adress and that email message is delivered correctly to the customer.

Matt

[crythias]

There are two things: one, the agent's email is the same as the ticketing email.

two, check your mail flow, spam filter for the customer issue.

[mavrie]

There are two things: one, the agent's email is the same as the ticketing email.

How would you see that? Im very new to this. Changing the sendmail settings in the sysconfig to actually enable sendmail didn't work either. Now i changed it back to smtp and that no longer works either. Great

[mavrie]

There are two things: one, the agent's email is the same as the ticketing email.

How would you see that? Im very new to this. Changing the sendmail settings in the sysconfig to actually enable sendmail didn't work either. Now i changed it back to smtp and that no longer works either. Great

Nevermind. That problem I found. Now off to get SMTP to work again.