Auto Responses for Customer not sending

[srivatsatatti]

i have created a ticket using new phone ticket and as well as through customer interface. also i have enabled auto response "auto reply" for that queue.
I can see the auto response as article in agent ticket zoom as well as customer ticket zoom. But there is no email notification to the customer.
please find the screen shot of articles
1. customer -
it should be customer-phone (for new phone ticket)
2. system-
it should be system – email-external (for notification/auto reply).
right?

where as if i create an email ticket, the customer is getting the mail.

Any help on this?

Using OTRS - 3.0.10
Redhat.

[crythias]

I made a mistake. Both ticket and phone sends autoresponse.

[jojo]

check you Logfiles, it seems that your Auto Responder Mail is not be sent (perhaps different Sender Adress)

[srivatsatatti]

The Logs look ok..

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Tue Nov 15 07:31:23 2011 notice OTRS-CGI-10 Removed SessionID 1073048f2cd2ae0f81ff57df03bc37b236.
Tue Nov 15 07:31:21 2011 notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [1049] (TicketID=65, ArticleID=186) to 'xyz <xyz@domain.com>'.
Tue Nov 15 07:31:21 2011 notice OTRS-CGI-10 Sent email to 'xyz <xyz@domain.com>' from 'Support <support@domain.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1049] RE: sdfdsfssds;
Tue Nov 15 07:31:21 2011 notice OTRS-CGI-10 New Ticket [1049/sdfdsfssds] created (TicketID=65,Queue=OM Support,Priority=3 normal,State=new)
Tue Nov 15 07:29:01 2011 notice OTRS-CGI-10 User: root@localhost authentication ok (REMOTE_ADDR: xx.xx.xx.xx).
Tue Nov 15 07:28:48 2011 notice OTRS-CGI-10 Removed SessionID 10cb61b51dbb29def75fe3042f74695d32.
Tue Nov 15 07:23:42 2011 notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [1048] (TicketID=64, ArticleID=184) to 'xyz <xyz@domain.com>'.
Tue Nov 15 07:23:42 2011 notice OTRS-CGI-10 Sent email to 'xyz <xyz@domain.com>' from 'Support <support@domain.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1048] RE: sdfdsf;
Tue Nov 15 07:23:42 2011 notice OTRS-CGI-10 New Ticket [1048/sdfdsf] created (TicketID=64,Queue=OM Support,Priority=3 normal,State=new)
Tue Nov 15 07:23:21 2011 notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [1047] (TicketID=63, ArticleID=182) to '"xyz <xyz@domain.com>'.
Tue Nov 15 07:23:21 2011 notice OTRS-CGI-10 Sent email to '"xyz <xyz@domain.com>' from 'Support <support@domain.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1047] RE: sdvdsv;
Tue Nov 15 07:23:20 2011 notice OTRS-CGI-10 New Ticket [1047/sdvdsv] created (TicketID=63,Queue=OM Support,Priority=3 normal,State=open)

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even the response are working. I mean the customer are getting the mails when i reply to the ticket.
But the Auto response for new ticket is not working.

LDAP is used for Customer.

Any help on this?

[crythias]

the Auto response for new ticket is not working.

Agents don't get auto responses. Customers do.

Agents get notification if they are members of the queue, they have notifications turned on, the email system sends, and they have the queue highlighted in "My Queues"

And the ticket isn't already locked to someone else, and it won't by default send to the agent creating the ticket.

[srivatsatatti]

I am sorry forgot to mention....
I was talking about auto response for customer only, have enabled Auto response<->queues [default reply (after new ticket has been created)] to the queue.

[crythias]

Split the topic because it's about customer, not agent, and different person asking the question.

[jojo]

please check the log of the mailserver, OTRS send the auto response as you can see in the log and article tree