Sent no 'auto follow up' for Ticket [xyz] ("user@domain" <user@domain>)
because the sender doesn't want an auto-response (e. g. loop or precedence header)
I am pretty sure this has been working before, for new tickets and follow-up emails. The auto messages are configured for some Q.
For some reason instead of seeing that otrs sends an email to the customer I see these messages in the log.
What should I check and change to get these emails sent out again?
There must have been a change in the otrs system that caused this change in behaviour. I would very much like to revert that change, what would be easy, it I only knew what .....
Is there a way to reset these kind of settings back to factory settings? I remember it worked when it was just installed so there is a good chance I messed it up (and missed the signal)
The headers from an email that should have received an auto reply:
Code: Select all
Delivered-To: helpdesk@helpdesk.com
Received: by 1.2.3.4 10.129.86.69 with SMTP id k66csp852528ywb; Wed, 11 Nov 2015 05:14:55 -0800 (PST)
X-Received: by 11.2.3.5 0.140.252.130 with SMTP id x124mr10864996qhc.48.1447247695472; Wed, 11 Nov 2015 05:14:55 -0800 (PST)
Return-Path: <helpdesk@company.com>
Received: from na01-bn1-obe.outbound.protection.outlook.com (mail-bn1on0112.outbound.protection.outlook.com. [157.56.110.112]) by mx.google.com with ESMTPS id 64si4178365qkx.83.2015.11.11.05.14.55 for <helpdesk@helpdesk.com> (version=TLS1_2 cipher=ECDHE-RSA-AES128-SHA bits=128/128); Wed, 11 Nov 2015 05:14:55 -0800 (PST)
Received: from BLURP1924.namprd07.prod.outlook.com (10.162.88.18) by BLURP1842.namprd07.prod.outlook.com (10.162.88.140) with Microsoft SMTP Server (TLS) id 15.1.318.15; Wed, 11 Nov 2015 13:14:53 +0000
Received: from BLURP1921.namprd07.prod.outlook.com (10.162.88.158) by BLURP1924.namprd07.prod.outlook.com (10.162.88.18) with Microsoft SMTP Server (TLS) id 15.1.318.15; Wed, 11 Nov 2015 13:14:52 +0000
Received: from BLURP1921.namprd07.prod.outlook.com ([127.0.0.1]) by BLURP1921.namprd07.prod.outlook.com ([10.162.88.158]) with Microsoft SMTP Server id 15.01.0318.003; Wed, 11 Nov 2015 13:14:52 +0000
From: customer user | user <user@customer.com>
To: helpdesk <helpdesk@company.com>
Subject: have problem
Thread-Topic: have problem
Thread-Index: EcgqJRmMFQ46deu6Oh0RcS2Ag
Date: Wed, 11 Nov 2015 13:14:46 +0000
Message-ID: <d0953ff3a90f4fa89a209fef8e8308bc@BLUPRP1921.namprd07.prod.outlook.com>
Accept-Language: nl-NL, en-US
Content-Language: nl-NL
X-MS-Has-Attach: yes
X-MS-Exchange-Inbox-Rules-Loop: helpdesk@company.com
X-MS-Tnef-Correlator:
Authentication-Results: spf=none (sender IP is 194.151.101.76) smtp.mailfrom=customer.com; helpdesk.com; dkim=none (message not signed) header.d=none;helpdesk.com; dmarc=none action=none header.from=customer.com;
Received-SPF: SoftFail (protection.outlook.com: domain of transitioning helpdesk.com discourages use of 194.151.101.76 as permitted sender)
X-Asg-Debug-ID: a01609788fe0001-Tc2Nk0
X-Barracuda-Envelope-From: user@customer.com
X-Asg-Orig-Subj: have problem
X-Originating-Ip: [10.100.48.145]
X-Barracuda-Connect: UNKNOWN[10.100.50.146]
X-Barracuda-Start-Time: 1447247687
X-Barracuda-Url: https://10.10.24.114:443/cgi-mod/mark.cgi
X-Virus-Scanned: by bsmtpd at customer.com
X-Barracuda-BRTS-Status: 1
X-Barracuda-Spam-Score: 0.20
X-Barracuda-Spam-Status: No, SCORE=0.20 using global scores of TAG_LEVEL=1000.0 QUARANTINE_LEVEL=1000.0 KILL_LEVEL=9.0 tests=BSF_SC0_SA090n, EXTRA_MPART_TYPE, HTML_MESSAGE
X-Barracuda-Spam-Report: Code version 3.2, rules version 3.2.3.24302 Rule breakdown below pts rule name description ---- ---------------------- -------------------------------------------------- 0.00 EXTRA_MPART_TYPE Header has extraneous Content-type:...type= entry 0.00 HTML_MESSAGE BODY: HTML included in message 0.20 BSF_SC0_SA090n Custom Rule SA090n
X-Eopattributedmessage: 0
X-Microsoft-Exchange-Diagnostics:
X-Forefront-Antispam-Report: =?Windows-1252?Q?CIP:194.151.101.76;CTRY:NL;IPV:NLI;EFV:NLI;SFV:NSPM;SFS:?=
X-Microsoft-Antispam: UriScan:;BCL:0;PCL:0;RULEID:(71701003)(71702001);SRVR:CY1PR0701MB1932;UriScan:;BCL:0;PCL:0;RULEID:;SRVR:BLURP1924;
X-Exchange-Antispam-Report-Test: UriScan:(108003899814671);UriScan:(108003899814671);
X-Exchange-Antispam-Report-Cfa-Test: BCL:0;PCL:0;RULEID:(601004)(7630046)(2401047)(520078)(8121501046)(7631046)(10201501046)(3002001);SRVR:CY1PR0701MB1932;BCL:0;PCL:0;RULEID:;SRVR:CY1PR0701MB1932;BCL:0;PCL:0;RULEID:(601004)(2401047)(520078)(8121501046)(5005006)(3002001)(10201501046);SRVR:BLURP1924;BCL:0;PCL:0;RULEID:;SRVR:BLURP1924;
Spamdiagnosticoutput: 1:23
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X-MS-Exchange-Crosstenant-Originalarrivaltime: 11 Nov 2015 13:14:49.7633 (UTC)
X-MS-Exchange-Crosstenant-ID: 42fbb63d-80cb-4d59-8211-668f940b2bfb
X-MS-Exchange-Crosstenant-Fromentityheader: Internet
X-MS-Exchange-Transport-Crosstenantheadersstamped: CY1PR0701MB1932
X-MS-Exchange-Transport-Endtoendlatency: 00:00:02.7120068
Resent-From: <helpdesk@company.com>
X-Microsoft-Exchange-Diagnostics-Untrusted: 1;CY1PR0701MB1932;5:D0qA7WfW18Aiic+yryXoIF
X-MS-Exchange-Parent-Message-ID: <c0c749c0d1a0437c83b4e1382c55f1eb@SRV-EXC-102.customer.com>
Auto-Submitted: auto-generated
X-MS-Exchange-Generated-Message-Source: Mailbox Rules Agent
X-Microsoft-Antispam-PRVS: <BLURP1924.namprd07.prod.outlook.com>
X-Forefront-PRVS: 0757EEBDCA
Content-Type: multipart/related; boundary="_009_d0953ff3a90f4fa89a209fef8e8308bcBLUPR0701MB1921namprd07_"; type="multipart/alternative"
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X-MS-Exchange-Crosstenant-Originalarrivaltime: 11 Nov 2015 13:14:52.6003 (UTC)
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X-MS-Exchange-Crosstenant-ID: 42fbb63d-80cb-4d59-8211-668f940b2bfb
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Return-Path: helpdesk@company.com
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Content-Type: text/plain; charset="Windows-1252"
Content-Transfer-Encoding: quoted-printable thanks