Agent email to customer results in a follow up notice to agent

[pgasperson]

When Agents send outbound mail, message is successful, but OTRS also creates a "You have a Follow-up" notification due to the outbound email. Here are the related log entries. Any ideas?


Fri Jan 20 13:56:03 2017 notice The MessageID '<abc>' is in your database more then one time! That should not be, a message_id should be unique!
Fri Jan 20 13:56:02 2017 notice FollowUp Article to Ticket [2017011310000398] created (TicketID=151324, ArticleID=668536). ,
Fri Jan 20 13:56:02 2017 notice Sent agent 'FollowUp' notification to 'agent@internal-domain.com'.

Fri Jan 20 13:54:48 2017 notice Sent email to '"Customer" <customer@xyz.com>,' from 'Help Desk <helpdesk@public-domain.com>'. HistoryType => Forward, Subject => Fwd: [Ticket#2017011310000398] Test of email;

[pgasperson]

Said a different way...
for each new agent-email-external article, I get a customer-email-external article where the bodies are identical. This in turn (correctly) sends an unwanted follow up notice.

[jojo]

please ensure that all mailaddreses pointing towards OTRS are filed in the mailaddress section of the Admin panel

[pgasperson]

I have 2 email address. The public facing helpdesk@permanent.com is forwarded to otrs@internal.com. Both were listed in mail address section, but the internal was set to invalid. I changed it to valid, ran another test, and still get the same problem.

[pgasperson]

the otrs@internal.com is where OTRS fetchs mail (POP3). It is set as trusted.

[pgasperson]

I can see the outbound customer directed mail land back into the otrs@internal.com inbox. It sits there for a few seconds before the Cron job fetchs it back to OTRS. I just cant find why its getting sent there.

[jojo]

please show a screenshot of the mail creation screen. Is there any other address except the customers one?

[pgasperson]

please show a screenshot of the mail creation screen. Is there any other address except the customers one?

This is the agents reply to the customer.

screenshot.docx.png

[jojo]

for some reason it seems that follow up notification goes back to OTRS instead only to the agents email.

[pgasperson]

I don't know whats causing it. For a work around, I created 2 postmaster filters. This has stopped the loop, and stopped the false notices.

1st Filter:
Filter Condition
Header 1= From
Value 1= helpdesk@publicURL.com

Set Email Headers
Header1= X-OTRS-Ignore
Value1= Yes

2nd Filter:
Filter Condition
Header 1= From
Value 1= otrs@privateURL.com

Set Email Headers
Header1= X-OTRS-Ignore
Value1= Yes