Notifications won't go out

[mathiask]

Hi,

I have a problem with our otrs (3.3.5 on Ubuntu with psql DB on a seperate server):

when a new ticket is created via email it should send a "new ticket" notification to the sender and also to the guys from the support that subscribed to the postmaster queue. But neither is happening. But when an agent sends a reply to that ticket the mail goes out as it should. The systemlog just says:

Tue Apr 1 13:56:04 2014 info OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'xxx@domain.de'.

What module/job/script inside of otrs is in charge of these notifications? I don't have configured anything like event based notifications and therefore didn't change anything in GenericAgent.pm

Thanks in advance!

[crythias]

What module/job/script inside of otrs is in charge of these notifications?

Agents receive notifications if Notifications Yes and Queue highlighted in "My Queues" (per agent).

The content of this notification is in Admin, Agent notifications.

Customers get notifications if the appropriate AutoReply is attached to the queue. If you've created a new queue, it's possible you have not assigned AutoReply attached to the queue.

I'd recommend (personal preference) not to annoy your customers with auto reply on followup but it's there.

[mathiask]

Notifications for the Agents is on and the queue where all tickets are going has a auto response (default reply (after new ticket has been created))
Are the notification handled the same way as emails are? I think some kind of job isn't running or performing the way is should. But I couldn't find any informations about how a notification is sent.
It's also strange that the system log says the notification is sent, when it isn't with no hint of an error.

[crythias]

If the logs say the notification is sent, then check spam filters on end.
If the logs don't indicate sent, it wasn't sent.

[mathiask]

We solved it: Due to the standard configuration of the sendmail that otrs is using and the fact that our otrs is located in our DMZ our mail firewall detected these messages as spam and blocked them. Strangely replies were not detected as spam.
To solve this issue we're using our mail firewall itself to send these messages via smtp. Another solution would have been to configure the sendmail server properly what would have been quite a bit of work.

[crythias]

Yet another solution would be to have your spam filter whitelist your otrs server (if possible).