otrs no sending client autoresponse upon email

Majed17 · Post by **Majed17** » 08 Oct 2012, 13:06

hello, i looked at how to configure autoresponse for client emails and i have the same configuration but still clients are not getting autoemail response.

i have some filters configured but none of them is x-headerloop.

when a client sends an email to the otrs system he doesn't get a reply but in the history on the ticket the following is written:

Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence hea[...]

has anyone had this problem and know the solution?

jojo · Post by **jojo** » 08 Oct 2012, 13:13

have a look in the headers of the email

Majed17 · Post by **Majed17** » 08 Oct 2012, 13:16

thanks for the reply but i'm a newbie to what concerns otrs so where do i check the headers of the email?

jojo · Post by **jojo** » 08 Oct 2012, 13:23

set Ticket::Frontend::PlainView to yes via sysconfig

go to the ticket and look at the first article, there should be an article action now

Majed17 · Post by **Majed17** » 08 Oct 2012, 14:03

i went to sysconfig>Frontend::Agent::Ticket::ViewZoom> and set Ticket::Frontend::PlainView to yes but otrs still doesn't send any emails in reply.
i attached a picture of how the ticket looks like now because i could not get what and where would an action article be

jojo · Post by **jojo** » 08 Oct 2012, 14:12

I do not speak your languange

Majed17 · Post by **Majed17** » 08 Oct 2012, 14:18

well this is the request page and it's only translated to russian, but i don't understand what this has to do with email headers

jojo · Post by **jojo** » 08 Oct 2012, 14:20

there should be some link like plain view now

Majed17 · Post by **Majed17** » 08 Oct 2012, 14:29

well i clicked on the botton view source of the article and here it is: (name@company.by is the email of the otrs and client@hotmail.com is the email of the client masked)

Return-Path: <name@company.by>
Received: from srvmail (srvmail.plg.plg [10.1.1.21]) by sd.plg.plg (8.14.4/8.14.4) with ESMTP id q98Bp9WM012183 for <sd@sd.plg.plg>; Mon, 8 Oct 2012 14:51:09 +0300
Resent-Message-ID: <201210081151.q98Bp9WM012183@sd.plg.plg>
Resent-From: <name@company.by>
Resent-To: <sd@sd.plg.plg>
Resent-Date: Mon, 8 Oct 2012 14:51:09 +0300
X-Loop: <name@company.by>
X-Spam-Status: No, hits=0.0 required=5.0 tests=TOTAL_SCORE: 0.000
X-Spam-Level:
Envelope-To: name@company.by
Delivery-Date: Mon, 08 Oct 2012 14:50:12 +0300
Received: from [178.159.250.30] (helo=mx1.activeby.net) by by105.activeby.net with esmtps (TLSv1:DHE-RSA-AES256-SHA:256) (Exim 4.80) (envelope-from <client@hotmail.com>) id 1TLBqe-0005gK-Ln for name@company.by; Mon, 08 Oct 2012 14:50:12 +0300
Received: from [157.55.2.39] (helo=dub0-omc3-s30.dub0.hotmail.com) by mx1.activeby.net with esmtp (Exim 4.69) (envelope-from <client@hotmail.com>) id 1TLBqc-0003yK-2l for name@company.by; Mon, 08 Oct 2012 14:50:12 +0300
Received: from DUB116-W15 ([157.55.2.7]) by dub0-omc3-s30.dub0.hotmail.com with Microsoft SMTPSVC(6.0.3790.4675); Mon, 8 Oct 2012 04:50:07 -0700
Received-SPF: pass (mx1.activeby.net: domain of hotmail.com designates 157.55.2.39 as permitted sender) client-ip=157.55.2.39; envelope-from=client@hotmail.com; helo=dub0-omc3-s30.dub0.hotmail.com;
Message-ID: <DUB116-W151427C81C1432F309D015A3880@phx.gbl>
Content-Type: multipart/alternative; boundary="_5a1e9ea2-8b3a-4e43-9b03-28b94d13ee04_"
X-Originating-Ip: [93.125.8.81]
From: client name <client@hotmail.com>
To: <name@company.by>
Subject: new test
Date: Mon, 8 Oct 2012 14:50:07 +0300
Importance: Normal
MIME-Version: 1.0
X-Originalarrivaltime: 08 Oct 2012 11:50:07.0406 (UTC) FILETIME=[100D74E0:01CDA54B]
X-Antispam-SPF: (pass)
X-Antivirus: mail clean
X-Antispam-Status: not spam

--_5a1e9ea2-8b3a-4e43-9b03-28b94d13ee04_
Content-Type: text/plain; charset="windows-1251"
Content-Transfer-Encoding: quoted-printable

any reply =

--_5a1e9ea2-8b3a-4e43-9b03-28b94d13ee04_
Content-Type: text/html; charset="windows-1251"
Content-Transfer-Encoding: quoted-printable

<html>
<head>
<style></style></head>
<body class=3D'hmmessage'><div dir=3D'ltr'>
any reply </div></body>
</html>=

--_5a1e9ea2-8b3a-4e43-9b03-28b94d13ee04_--

jojo · Post by **jojo** » 08 Oct 2012, 14:50

because of this header the auto response is not send out:

X-Loop: <name@company.by>

Majed17 · Post by **Majed17** » 08 Oct 2012, 14:55

ok it makes sense so how do i change the header or disable this x-loop?

jojo · Post by **jojo** » 08 Oct 2012, 15:05

I can not tell how to remove the header from the mail. Is it only on hotmail mails or also on other ones? Perhaps it is generated due to your mailserver setup

Majed17 · Post by **Majed17** » 08 Oct 2012, 15:09

nop it's on all client emails, i just made my hotmail address a client and sent an email to check...i'll check to see about the mailserver setup

Post by **crythias** » 08 Oct 2012, 15:13

It's not the sender, it appears to be your recipient address is a mailing list.

Majed17 · Post by **Majed17** » 08 Oct 2012, 16:31

well when i send the email to name@company.by it is then redirected inside our company to name@sd.plg.plg
i tried to go to admin, add a post master filter: with condition X-Loop=name@company.com and set email headers: X-OTRS-Loop to FALSE but that didn't help. we have configured otrs for internal and external use. if i send an internal message to name@plg.plg i get an auto response answer but for some reason the same is not happening with the external email address. although if i send a manual reply then the hotmail address does receive it.
any more ideas?

Majed17 · Post by **Majed17** » 09 Oct 2012, 08:40

well since the rpoblem like you said is with X-Loop so i went to sysconfig and searched for x-loop which got a result in Ticket -> Core::PostMaster in PostmasterX-Header i removed x-loop header which would be otherwise scanned and to my surprise i got an auto response from name@company.by but is this a safe solution? wouldn't i be receiving loop messages from name@plg.plg to name@company.by?

Post by **crythias** » 09 Oct 2012, 14:14

Majed17 wrote:is this a safe solution?

Until you get an infinite loop on autoreply ...

The X-Loop checker is to prevent replies to addresses like mailing lists that show up in broadcast and come back to the fetcher. If ever a ticket thinks it might send an autoreply *directly* to, for instance, name@company.by, you're going to be stuck.

Majed17 · Post by **Majed17** » 09 Oct 2012, 14:19

but what is a better solution then?

Post by **crythias** » 09 Oct 2012, 14:24

Majed17 wrote:but what is a better solution then?

Alias? OTRS fetch directly from the first email address?

Seems like the first email forwards to the second email. If there were a way that the second email held that first email as an alias, that should help.

My guess is the first email address is a distribution list of which the second is a recipient. ...

Whatever the issue, email should go directly to the box from which OTRS fetches.

neil0307 · Post by **neil0307** » 16 Oct 2012, 02:32

I setup auto response in OTRS, when I send an email using my mail account I received an auto response from OTRS but when I send email using other mail account I can't receive any response from OTRS.

Is there a problem with the other mail account?

jojo · Post by **jojo** » 16 Oct 2012, 05:11

how should anyone be able to tell with this amount of information?

Znuny Open Source Ticketsystem

otrs no sending client autoresponse upon email

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