Undelivered email receipts

[jester]

Good day to everyone!

I'm stuck with the situation when Agent creates a email ticket with an undeliverable email address. MTA will bounce back with the undelivery notification message which will create additional ticket in the queue.... Is there a way to configure OTRS to attach receipt to the originating ticket?

Thanks in advance.

[EXG133]

The problem is most of these bounce mails are entirely new mails. They're usually not a reply. Depending on the mail system it might have the title of your mail in the body, or it might have your original mail in attachment, or some of the headers, or ...

You could try enabling 'PostmasterFollowUpSearchInRaw ' in the SysConfig, if the ticketnumber is somewhere in the undeliverable mail this should catch it. I'm not a huge fan of this because it can be very confusing for your users. A totally normal "hey i have the same issue as my colleague had in ticket#123" is now added to ticket#123 instead of creating a new.

[jester]

Yeah, I agree with you, this can be dangerous therefore it is not a good idea to use it.

I've run out of ideas. I see the only way - to customize MTA undelivery templates.