problem with autoreply

[adestis]

Hi guys,

hope someone could help me with a problem.
I have a queue in OTRS system with a configured system mail address (e.g. xy@helpdesk.com)
If I sent a mail to this mail address the ticket is created in OTRS system and the auto-reply, which is definied for this queue, is sent back to the ticket creator.
So far so good.
But we have a website where you can also "create tickets". This works like the following:
- A form must be filled out at the website
- After that a mail is send to ab@customer.de
- On a mail server this mail is processed and then re-sent to the queue address (xy@helpdesk.com)

The problem is that the auto-reply doesn't work on this mail.

The difference I can see in OTRS is the TO field in the ticket details.
With the first method xy@helpdesk.com is shown with the second the ab@customer.de

The from field is the same in both cases.

This doesn't work since the update to the newst version. Before we had version 3 and it worked fine.

Does anyone has a solution for this?

[reneeb]

Is a Reply-To oder Sender header defined?

[adestis]

The header loos like the following:

Return-Path: <ab@customer.de>
X-Original-To: xy@helpdesk.com
Delivered-To: xy@helpdesk.com

From: "kunde@kunde.de" <kunde@kunde.de>
To: "info" <ab@customer.de>
Subject: Kommentar
Thread-Topic: Kommentar
Thread-Index: AQHR6A2T0okl2HDJyUSrQTyvkGISvg==
Date: Wed, 27 Jul 2016 13:48:36 +0000
Message-ID: <448276c94e0c4373a6eb5214dc26b1a7@server.customer.com>
X-MS-Has-Attach:
X-MS-Exchange-Inbox-Rules-Loop: ab@customer.de
X-MS-Tnef-Correlator:
Resent-From: <ab@customer.de>
X-MS-Exchange-Transport-Fromentityheader: Hosted
X-MS-Exchange-Parent-Message-ID: <411f84106be7471da87d12d91d8836f3@server.customer.com>
Auto-Submitted: auto-generated
X-MS-Exchange-Generated-Message-Source: Mailbox Rules Agent
Content-Type: multipart/alternative; boundary="_000_448276c94e0c4373a6eb5214dc26b1a7servercustomercom_"
MIME-Version: 1.0
X-Feas-System-WL: 37.221.229.98


But the auto-reply isn't also sent to the ab@customer.de address.
All in all absolut no reply is sent automatically if the mail comes in this way.

[reneeb]

You must get rid of the Auto-Submitted header...

[adestis]

Is there any other way to solve this problem?

[jojo]

just via Code change, but as reneeb already suggested, you need some filter on the mailserver to get rid of the header