Avoid: Sent no 'auto reply' for Ticket

[ctapasco]

Greetings,

We have OTRS 4.0.6 running over CentOS 7, Apache web server and MySQL DB.

For incomming email we have a mail list support@company.com which redirects to several emails including otrs@gmail.com.

Flow is:

• Customer sends email to support@company.com

• Email is redirected to otrs@gmail.com

• OTRS fetchs account otrs@gmail.com

• OTRS creates ticket and send to a Queue

• OTRS sends an email to agents in the Queue

• OTRS not reply to our customer and shows in log

Sent no 'auto reply' for Ticket [2015042800000181] (Customer 1 <customer1@gmail.com>) because the sender doesn't want an auto-response (e. g. loop or precedence header)

We have read in this forum the loop protection for mail list and we had configured PostmasterX-Header in order to ignore headers X-Loop, X-No-Loop, X-OTRS-Loop, Mailing-List, List-Id but we cannot obtain customer reply.

We cannot use an email account by the moment, we have to do this with a mail list, for that reason we are requesting your help in order to remove this restriction.

Thanks for your support.

[crythias]

OTRS will not reply to a mailing list for the reason of preventing loops.

[ctapasco]

Hi crythias,

Isn't there any way to take the risk?. I would like to test if it works while admin give me an account.

Regards.