Sent no 'auto reply' for Ticket [ticket #]

[pedrocalvin]

Dear all,

I am getting the following error when I try to send an auto response for any user:

Sent no 'auto reply' for Ticket [ticket #] (<email@domain.com>) because the sender doesn't want a auto-response (e. g. loop or precedence header)

I understand this is happening because of a specific header in the e-mail, and OTRS is just preventing that Loop mails will occur.

I really have to send an auto reply for every user (since i want to notify them that our support address is changing, whenever they send us a support request)... So my question is... How can I force OTRS to send an auto-reply, no matter what the mail header says?

Thanks in advance,
Pedro

[crythias]

does any human (agent) have the same address as the queue?

[pedrocalvin]

Hello,

Thank you for the reply.

I think that is not the case.

Maybe it is related with the fact that the customer actually sends the e-mail to a mailing list?

In our case we've got the following...

1. Customer sends an e-mail to support@ourcompany.com
2. support@ourcompany.com delivers the e-mail to otrs@ourcompany.com
3. OTRS has a PostMaster Mail Account listening to otrs@ourcompany.com, and for every new e-mail opens a new incident.

What actually happens is that customer never sees the otrs@ourcompany.com e-mail. It is only used for getting the e-mail for opening incidents.

There are reasons for support@ourcompany.com being a mailing list and not a mailbox, and we need to keep it like that.

Our auto-responses are configured to have the address noreply@ourcompany.com as the sender.

Have you got any idea? :\

Thanks in advance,
Pedro

[crythias]

What is the Queue's email address, and what email address is otrs trying to send to?

[pedrocalvin]

Queue's email address: otrs@company.com

what email address is otrs trying to send the autoresponse: customer.name@customercompany.com

[pedrocalvin]

Any help will be welcome. I really need to be able to send Auto Responses

Thanks a lot,
Pedro

[qt_zetroc]

Hi All,

We are also facing the same issue here. We have the same setup where customers sends email to support@company.com and will be replicated to otrs@company.com. On the other hand, OTRS fetches email from otrs@company.com via POP3S.

We have configured "support@company.com" as SYSTEM EMAIL ADDRESS and set on all queues. Whereas, support@company.com is a mailing list and not a mailbox.

When sending email directly to otrs@company.com we are able to receive the "auto reply" email coming from support@company.com. The problem is for some "reasons" also, we do not disclosed to customers the email address otrs@company.com. Hence, customers are obliged sending email to support@company.com for any issues or problems they are facing.

[crythias]

It's probably because your mailing list includes an x-loop header that's preventing the autoresponse, and the autoresponse doesn't necessarily go to the person who sent to the list, because the list is configured that replies go to the list.