Ticket update via e-mail response

[rmaul]

Hello everyone.
I'm using OTRS 3.3.8 on a windows server 2012. I have been trying to get custumers to replay to their tickets via e-mail. So here is my problem:

When a ticket is open, my agent goes there and replies to the customer via agent interface. The customer receives the anwser on his e-mail. When a customer respond to the e-mail it is not updating the ticket.

- The system is sending e-mail without a problem, even the survey e-mail goes just fine and smooth.
- When a customer sends an e-mail to our support email, it will then open a new ticket in the queeue that i have pre selected in sysconfig without a problem, as it should. My fetch mail is not set auto, i am doing it mannually, so its not a job problem.
- If the customer is replaying to the e-mail from an active and existing ticket it will just not update.
- The tickets's ID number generator is set to autoincrease, if that makes any difference. (I didnt like the long numbers generated by checksum)

What am i missing here ?

Thank you and i appreciate the help !

-- Rita Maul.

[crythias]

When a customer respond to the e-mail it is not updating the ticket.

Does it get to the system? What's the queue's sender email address? What email address is the from/reply to address in the emails that are sent from the agent?

[rmaul]

Heelo, thank you for the reply.

That is the issue. It seems that its not getting to OTRS. But only the updates. As i said before, when its a brand new ticket ( a.k.a. user sends an e-mail to my support@company.com e-mail ) Its sends it to the raw queue and opens a new ticket without a problem. However when i have an open ticket and the person sends me an update from their e-mail, the ticket is not being updated.

Also, all e-mails ( notifications ) are being sent perfectly as well.

I also checked the inbox of the support e-mail and they are getting there which means the adress is correct.

I don't know what else to do, since i cant find any other option in sysconfig that could have been blocking the updates.

Did i anwser your questions correctly, Crythias?

Thank you once again.

-- Rita Maul

[rmaul]

I also would like to add that since my client is replying to the e-mail that was sent by the agent via agent interface, the subject of the e-mail also contains the number of the ticker ( here is the subject i see as a client, for example: Re: [Ticket#88000013] testando email ).
So the system should recognize the ticket id and update the ticket with whatever my client put in that e-mail right ?

[netjess]

ramul,

If you have your OTRS set up, like mine, and it has a non-routable domain like domainname.local or somename.domain then your default notifications may be going out as otrs@hostname.somedomain.domain and therefore cannot receive a reply form an Internet based email system.

Something you might check. Your end users should get some kind of bounce back if that is the case though, it depends on how the email server is set up.

- Jesse.

[rmaul]

Thank you for the advice.

So here is what i gathered with the new input.

The e-mail i set up is the same for every thing. supportotrs@DN.domain.com.br.
It is used for root mail, system mail, survey, and everything that needed an e-mail configured.
When my agents reply to a ticket by the interface, the client receives an e-mail with the following adress: supportotrs@domain.com.br ( note there is no DN in the e-mail they receive, and there should be ). Can this be the main reason why its not reaching back to OTRS ? How do i set this up pls ?
I've looked in sysconfig and every e-mail field is configured with dn.domain.com.br as it should. I checked the postmaster config and the e-mail is also correct. I can't find what i need to change. Do u have any more tips on this?

Does the field FQDN has anything to do with this ? because in my case its filled with my virtual machine internal adress and not with the internet adress.
(VM-S145.DOMAIN.COM.BR)

Thank you very much for the reply tho, at least i could find the source of the problem.

--Att,
Rita Maul

[netjess]

rmaul,

You need to edit your System Address per each queue.

Go to admin > E-mail Addresses and add valid email addresses.

Then go to Admin > Queues and edit each queue and set the system address that you want that queue to use.


Not to confuse you but you might find this useful.
What I do for some special ques is I have one mailbox that OTRS uses, then if I want a special email address for certain types of tickets I add that mailbox to a distribution list with an email address that reflects that queue. Then I make a post master filter and set it to check the "To" address and if it has a matching value then assign it to a queue.

[netjess]

Also ( as per this post viewtopic.php?t=10876 )
You may want to edit Admin > SysConfig > Framework > Core > NotificationSenderEmail


Make sure that it is a valid MX reply destination.

[rmaul]

Thank you very much for the help. Without everything u said i was able to set it up correctly and everything is working flawless now !!
Thank you once again.

--Rita Maul.

[netjess]

Great.
You might consider editing the topic and prefixing your subject with [SOLVED].
This way people know that you have gotten an answer as they browse topics without having to read through the thread.

Enjoy!