I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password.
Like I said, at this point, it's not your server. Something outside the OTRS environment is intercepting the mail, based on some criteria you can't see. If he got the password email, then the OTRS server is working and your SMTP service is working. It's something on the receiving side - pretty much your only hope is to get the postmaster of the receiving site to work with you.
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