new ticket autoreply problem

[Alukardd]

Hello!

I had OTRS 3.1 working fine.
Now I add new system email account for incoming mails and change outgoing address too. Mail sending and recieving good, but after that actions autoreply for mail getting from new address wasn't generates! If I send request to old account it's recieved it and generate and send autoreply from new email, but if I send request to the new email, it's only recieved it without any reply.
I check all settings and don't find any mistake. Now I delete old imaps account, but there was no affect to this situation.

Any idea?

[crythias]

You need to verify the queue that is handled by the new email address.
If the new email address goes to "Raw", it may not have an autoresponse.

Postmaster Mail accounts handle by To: or by Queue:
If Queue, all email addresses that are aliased to the same mailbox fetched will go to the selected queue in that area.
If To, the emails will be distributed to queues based upon "Email Addresses" section, or default queue from Sysconfig
PostmasterDefaultQueue
Default value: Raw
Defines the postmaster default queue.

[Alukardd]

I checked all my config twice.
All incoming mail go to my queue "Свежеполученные заявки" (it's russian language ). It similar in Postmaster Mail Acoount and in Core config PostmasterDefaultQueue.
I have configured "auto reply".
In Queue<->Autoreply my queue linked with this autoreply.
In queue properties "Autoreply setting" set to "New ticket" (I think I don't need this settings in this context)

Incoming mail collect to this queue fine, but no autoreply wasn't generated by system.
I don't want to deal it through Notification on action...

[crythias]

What does the OTRS System log say on generation?
Is it likely that the email address attached to the queue is not allowed to send/relay through the new outbound SMTP service?

[Alukardd]

Incoming and Outgoing email works fine. I can write answer to customer...

Jul 13 16:21:05 vashe OTRS-CGI-10[17076]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserLogin (Customer66) from customer source backend based on (amm@example.com).
Jul 13 16:21:05 vashe OTRS-CGI-10[17076]: [Notice][Kernel::System::PostMaster::NewTicket::Run] Take UserCustomerID (Customer66) from customer source backend based on (amm@example.com).
Jul 13 16:21:05 vashe OTRS-CGI-10[17076]: [Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1000026/newtest] created (TicketID=76,Queue=Свежеполученные заявки,Priority=низкий,State=new)
Jul 13 16:21:06 vashe OTRS-CGI-10[17076]: [Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent no 'auto reply' for Ticket [1000026] (LastName FirstName <amm@example.com>) because the sender doesn't want an auto-response (e. g. loop or precedence header)
Jul 13 16:21:06 vashe OTRS-CGI-10[17076]: [Notice][Kernel::System::MailAccount::IMAPS::_Fetch] IMAPS: Fetched 1 email(s) from otrs@example.com.

What does it mean (I mark line as bold)?

[crythias]

Objectively, it means what it says. It's looping. It is checking for X-OTRS-Loop in the header which shouldn't be in an original email.

The code for this is rather sparse:

Code: Select all

    if ( $OrigHeader{'X-OTRS-Loop'} ) {

        # add history row
        $Self->HistoryAdd(
            TicketID    => $Param{TicketID},
            HistoryType => 'Misc',
            Name        => "Sent no auto-response because the sender doesn't want "
                . "an auto-response (e. g. loop or precedence header)",
            CreateUserID => $Param{UserID},
        );
        $Self->{LogObject}->Log(
            Priority => 'notice',
            Message  => "Sent no '$Param{AutoResponseType}' for Ticket ["
                . "$Ticket{TicketNumber}] ($OrigHeader{From}) because the "
                . "sender doesn't want an auto-response (e. g. loop or precedence header)"
        );
        return;
    }

It gets set from PostMaster.pm:

Code: Select all

    if (
        $GetParam{'Mailing-List'}
        || $GetParam{'Precedence'}
        || $GetParam{'X-Loop'}
        || $GetParam{'X-No-Loop'}
        || $GetParam{'X-OTRS-Loop'}
        )
    {
        $GetParam{'X-OTRS-Loop'} = 'yes';
    }

[Alukardd]

I find this Q and understand... For test I send email from non agent and non customer email and autoreply was generated and sended successful!
Now I want to find this preferences in my private room. As I understand it's a personal setting...

[Alukardd]

I not found yet, how to configure OTRS that customers can recieved a autoreply.
If I send request by email and this email not have any customer that autoreply will generated, if email is registered for some customer that autoreply won't be generated.

[jojo]

Please post the headers of the original mail.

This is just an issue with this mail(provider)

[Alukardd]

Return-Path: <hd+bncCAAQgsOagAUaBF-m0C0@***>
Received: ...
X-BeenThere: hd@***
To: hd@***
From: Name <lvb@***>
Subject: ...
Date: ...
X-Mailer: Kerio MailServer 6.7.2 WebMail Mini
Message-ID: <20120718154359.6be8fc84@***>
X-User-Agent: Mozilla/5.0 (Windows NT 6.1; WOW64; rv:12.0) Gecko/20100101
Firefox/12.0
MIME-Version: 1.0
X-Original-Sender: lvb@***
X-Original-Authentication-Results: ...
Content-Type: text/plain; charset="UTF-8"
Content-Transfer-Encoding: quoted-printable

I think it's nornal
I tell you again — difference between generate and not generate autoreply is a availability of customer with sender email address.
I cut SPF and some other mail checks and gmail headers (now we have mail domain on google apps).

[jojo]

I think there is the relevant one missing...

As you already wrote the Loop is set because of the following headers:

Mailing-List
Precedence
X-Loop
X-No-Loop
X-OTRS-Loop

So please check the headers again...

[Alukardd]

Sorry. Yes, I find this (I cut it before...):
Mailing-list: list hd@***; contact hd+owners@***
Precedence: list

What can I do with it?..

[jojo]

so you wan't to feed a mailinglist into OTRS and send out Auto Responses?

How do you get emails into OTRS? Are you using procmail?

[Alukardd]

Yes)))

I fetchmail using imap aacount from google mail accounts, to it email comes from group account, because I recieved mail for my private account too.

[jojo]

I'm not a procmail specialist but it should be possible to delete this line via procmail rules

[Alukardd]

Me too. I used dovecot and exim on my mail servers.

[jojo]

as a quick hack you can remove the line from the PostMaster.pm (very quick and dirty)

[Alukardd]

Thanks)
My distro is Debian and I try to create /etc/procmailrc file with next content

:0 fwh
| egrep -vi "(^Mailing-list:|^Precedence:)"

It's not work, I don't realy want to study how to configure it It's syntax as ugly!

Now i edit PostMaster.pm. Promise, I'll try to configure procmail...

[crythias]

Do what jojo said. Remove/comment the Mailing-List entry in postmaster.pm
Was:

Code: Select all

    if (
        $GetParam{'Mailing-List'}
        || $GetParam{'Precedence'}

Make it:

Code: Select all

    if (
        $GetParam{'Precedence'}

or remove Precedence, if you want.
Do not remove X-OTRS-Loop, or else you could give yourself denial of service.
Also, remember that if your Mailing-List shows your own messages (or messages from OTRS, you're going to loop to the Mailing list.)
This is a BAD THING and will tick off your mailing list admin

Scenario:
your inbox receives a message from the Mailing List
Otrs responds TO THE MAILING LIST.
your inbox receives the message from the Mailing List and adds to the ticket, possibly responding to the MAILING LIST
your inbox receives the new message from the Mailing List and adds to the ticket, possibly responding to the MAILING LIST
your inbox ...

[Alukardd]

Thanks, I just edited my previous post.