[SOLVED] Auto responses coming from wrong email address

[vs845]

OTRS v 3.3.1
CentOS 6.5 x64

I recently changed the email address that OTRS should be using to send auto responses to customers who submit a ticket. I set the old address to invalid and updated all the queues and auto responses to the new address.

When a new ticket is submitted, the auto response is still sent from the old address.

I've tried searching in sysconfig, in all the config files on the server, deleted the cache on the server and restarted httpd and postfix. None of that has helped.

What else might be causing this?

[crythias]

the auto response is still sent from the old address.

The autoresponse email address is attached to the autoresponse that is attached to the default queue (Auto Reply).

Pics or it didn't happen? :) Read: It might be helpful to check your default queue for inbound tickets as well as make sure you're not using notification events in place of autoresponse, and then if you are, check the Notification Sender address.
alternative to this is that something *else* is responding, such as a test or dev system that's siphoning tickets.

[vs845]

I've got the unwanted email address marked as invalid, so it shouldn't be sending from anywhere.

No notification events, only auto responses.

I've tried changing the queue that my postmaster filter sends tickets to, will see if that helps and follow up.

[crythias]

I've got the unwanted email address marked as invalid, so it shouldn't be sending from anywhere.

Even if invalid, it doesn't necessarily mean that it was removed from the address attached to the autoreply.

[vs845]

crythias, this issue is still happening, and is causing users to respond to the wrong email address when they reply to the auto-response to follow up on a ticket, which in turn causes the follow up to not be added to the ticket.

Can you please give me a list of things I should check to make sure I have the appropriate email address set? I've checked everything I can think of.

[crythias]

The autoresponse email address is attached to the autoresponse that is attached to the default queue (Auto Reply).

autoresponse for queue.png

autoresponse from2.png

email addresses.png

[vs845]

Thanks, have confirmed that is all configured properly, but the issue is persisting.

In the system email addresses management, I've changed the queue of the unused address to Junk, and the queue of the address that I do want is set to Postmaster. The unwanted address is also set to invalid.

default follow up auto response is set to use the correct address on all queues.

Any other ideas?

[crythias]

pics or it didn't happen.

[vs845]

PM'd you some pictures

[crythias]

Based upon what I saw ... My gut instinct on this is the following:

Autoresponses were configured with Response 1 (bad email)
Email address was subsequently marked invalid.
Autoresponses didn't get the memo, but they *show* a valid email address in the drop down list, because they can't see "invalid" entries.

*possibly* they were never subsequently saved with the new valid address.

[vs845]

Ok, what I did was change the address of the invalid system address to be the same as the valid one, and now it's working. Note, I didn't make it valid.

One thing I noticed is that this caused the invalid address to drop to second item in the list, with the valid one at the top of the list.

Other than that, I have no idea why that did it, but it's working now.

[BerlinRalf]

I had the similar problem and thought the answer of crythias is a little bit ...
But after I mad the old addresses which were set to invalid valid again in my system I was able to see, they are now displayed as used addresses in my default queues. I changed the used addresses in the default queues now to the new ones and even if I made the old addresses invalid again, everything works fine now.
Thanks crythias! It is really an issue regarding the order of the activities.