[SOLVED] Auto reply cc

[brensly]

Hi,

I've searched the forums but could not find anything related to our issue.

Our problem is that for a specific queue, all emails sent to the queue email-address generates an auto reply with cc to queue email address.
Here is the flow:
1. Customer sends email To: support@mydomain.tld
2. OTRS fetches the mail, generates a ticket
3. Auto reply is generated To: customer@customerdomain.tld, cc: support@mydomain.tld
4. The auto response is then fetched by OTRS and adds another article to the ticket with this auto response.

This means we see two auto response articles for every ticket in this queue.
It happens only when the customer sends an email to us, and not when we create an email ticket from OTRS.

We have other queues with auto responses and they do not add the system email-address to cc:.
I cannot find any differences in the setup regarding auto respones for this specific queue.

Any ideas what could be causing the auto response to add cc: to our own system email adress?

[brensly]

Solved!

I just figured out that in the Postmaster Filters for this queue, under Set Email Headers, we were automatically setting a Customer User with the queue email adress. Therefore all tickets for this queue were assigned a Customer User which was sent a Cc: on the auto response.