[SOLVED] OTRS configure Autoresponse in your queue

[klausneil]

Anybody help me, anyone can help, I created two queues, one for soporte@midominio.com and other for ventas@midominio.com , the problem is that the user to send an email to ventas@midominio.com the autoresponder is with address soporte@midominio.com but if he makes a forwarding mail or use a template is with ventas@midominio.com. The SMTP address is soporte@midominio.com has this something to do? from already thank you very much for your help.

[crythias]

The dispatch of the Postmaster Mail Account tells what it does with the email that particular mail account retrieves.
If the ventas and soporte are aliased to the same account, and the fetch grabs both for that Mail Account, AND the Dispatch is Queue, then it will go to that Queue and that Queue's System Address and Autoresponse wins.

If the Dispatch is To, then it will go to the Queue represented by the System Email address matching the To: of the email, and that Queue's Autoresponse wins.

If, in spite of all this, the tickets are going to the same queue, the Queue only has one System Address and that will be the "From" address of the Autoresponse.

[klausneil]

Hi Thanks for your help, I understand the primary address is the email SMTP and other addresses would be alias of SMTP, but if a user send an email to ventas@midominio.com ¿the system always send an autoresponder with the address of the SMTP? there some way to make for each queue work with a own autoresponse? I have set to Auto Responses <-> Queues

I send pictures of my settings to see if this is wrong

[crythias]

The first picture sets a System Email address.
The second picture tells us the queue uses it.
The third picture tells us the queue has assigned *manual* responses.
The fourth picture tells us the queue has assigned some auto responses.

but if a user send an email to ventas@midominio.com ¿the system always send an autoresponder with the address of the SMTP?

When/if you take a look at the postmaster settings as I mentioned, it should answer your question.

mail account.png

[klausneil]

Hi crythias thanks for you help, follow the steps in the picture but I could not change, as you can see in the pictures when send to an address, the autoresponder is another address. All address are different.

[crythias]

First picture:
Queue is Soporte Usuario.
To address is soporte.usuario
System response is from Asistencia Tecnica (though I can't see it in this image).

Second picture:
System response is from Asistencia Tecnica

Third picture:
Agent response is from Soporte Usuario Final

Fourth picture: two different email accounts being fetched (I don't recommend this, personally. If you have them aliased to the same box, it will save on overhead processing tickets.)
soporte.gold
soporte.usuario

Fifth picture: soporte.gold dispatches by To: (Para:). In my opinion, for one to one, you should Remitiendo via Cola. It shouldn't matter, but if you want everything in the box for soporte.gold to go to *one* queue, cambialo a Cola.

Unfortunately, you showed me soporte.gold instead of soporte.usuario so I can't tell you much more about this.

I also don't have any pictures for soporte.usuario Queue/Cola indicating that the Queue of soporte.usuario is using the system email address of soporte.usuario.

If possible, can it be possible that you attach or embed the pictures individually on the post? It'll be easier to reference and talk about them.

[klausneil]

HI this is my pictures, please help me. thanks

[crythias]

I deleted the pictures before because I downloaded them. I realize we've been talking, but it's been a few days. Gimme a bit.

[crythias]

You know, I don't want to look at 32 images to figure out what's going on. I know you need help, but this is information overload.

soporte.partners goes to cola/queue Soporte Tecnico and it seems that it's sending autoresponses from soporte.partners. That's all good.
soporte.usuario goes to cola/queue soporte usuario and system address for responses is suporte usuario

SendMailModule AuthUser is irrelevant.

SendmailNotificationEnvelopeFrom is empty, but that's where "Notification" messages come from.

soporte.gold is the sender of *NOTIFICATIONS* As in, the email to an AGENT comes from the general system email address, not the queue's email.
Nothing is wrong in the first batch.

The mnemonic I say:
customeRS get ReSponses
ageNTs get NoTifications.

(not always true, customers can get notifications, too.)

Nothing is wrong. What do you need to fix?

[klausneil]

Thanks crythias, I thought I had accidentally deleted, well in the last images, try make a change in the configuration:

Mail Account
*soporte.partners@midominio.com (before soporte.gold@midominio.com, it change for test)
*soporte.usuarios@midominio.com

System configuration (SysConfig) Framework-> Core :: Sendmail
*AdminEmail=soporte.gold@midominio.com
*NotificationSenderEmail=soporte.gold@midominio.com
*SendmailModule::AuthUser=admin@midominio.com

As I see only a change in the Mail Account, and to the send an email to soporte.parteners@midominio.com the autoreply was from soporte.gold@midominio.com and that address is in AdminEmail and NotificationSenderEmail. Now according to what you told me everything would be fine, then autoresponders are always from of this account (soporte.gold@midominio.com)? because i want that if a user send a mail to soporte.partners@midominio.com the autoresponse to be sent from the same account.

[crythias]

then autoresponders are always from of this account (soporte.gold@midominio.com)?

No, autoresponders are from the queue's email address and go to the customer who submitted the ticket.
Notifications are from the SysConfig's email address (Notification sender) and go to the agent according to the Agent's preferences.

because i want that if a user send a mail to soporte.partners@midominio.com the autoresponse to be sent from the same account.

Read the above again. Clarify "the same account". Do you mean "every autoresponse comes from one unique email address" (it won't) or "every autoresponse comes from the same email address they sent to." (It will if the queue's email address is the same one as they sent to.) BUT only the customer gets the email coming from the Queue's email address. The agent (and recipients of Notification Events) gets the email from the System Notification email address.

[klausneil]

Hi crysthias i understand one notification is for customer and other is for the agents, ok, but when the customer send a mail to the email of the queue, only comes from a email account different to which it was sent, I tested sending from hotmail and gmail, to soporte.parteners and from soporte.usuarios, this are the email account of the queue Soporte Tecnico and Soporte Usuario, but only but only arrive from soporte.parteners to the customers. please i'm crazy and my work are pushing me to finish this project, please help me

[crythias]

I don't know what to say. Check the logs.

Soporte Usuario received the ticket. what's Suporte Usuario's queue's email address?

[klausneil]

Hi crythias well this is the picture of queue Soporte Usuario and too Soporte Tecnico.

[crythias]

did you ever tell me what otrs version you're using?

[crythias]

Please accept my apology for this. I didn't realize that the AutoResponse had the send from. All it took was just a quick look at the code and, of course, the AutoResponse ...

The relevant code in Kernel/System/AutoResponse.pm

Code: Select all

    return if !$Self->{DBObject}->Prepare(
        SQL => 'SELECT name, valid_id, comments, text0, text1, type_id, system_address_id, '
            . ' charset, content_type, create_time, create_by, change_time, change_by'
            . ' FROM auto_response WHERE id = ?',
#stuff snipped
            From  => $Data[7],

Oh. seems like it comes from auto_response, not queue.
Sure enough, there's an email address in the autoresponse.

I was thinking to myself that if the send-from in normal interaction was the Queue that the autoresponse should be, too, but I suppose it's possible that the "Thanks for your response/Don't respond to this email/This is a system generated message" from a no-reply is a valid use-case...

Again, I apologize for taking so long and not taking the time to look at the code.

[klausneil]

thanks for all your patience and support, but then it's not possible that when the customer send an email to the account of the queue is respond with your own autoresponder? please excuse if I don't understand well. Or i can modify the code you sent me, I am sorry that my English is not perfect.

[crythias]

autoresponse.png

[crythias]

Specifically: It means

Create an auto response for EACH QUEUE with its OWN EMAIL ADDRESS per AutoResponse.

[klausneil]

My friend crythias all is right and perfect, thanks you so much greetings and thank you very much.

[darshakamodi]

Hello, Just as Autoresponse to customers, Can we set Notification to Agent , which has different from email id per queue?
Sorry if this is not right thread..

[crythias]

Hello, Just as Autoresponse to customers, Can we set Notification to Agent , which has different from email id per queue?
Sorry if this is not right thread..

It is not the right thread. This is an old topic.
Notifications are from the system, not the queue.