Hi Alex,
Thank you for the help, it pointed me in the right direction.
The problem was, that I had enabled
Ticket->Core::PostMaster::PreFilterModule###999-AgentInterface
After disableing that option, it works.
Kind regards,
Christoph Lindemann
> -Original Message-
> From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of
> Alexander Scholler
> Sent: Wednesday, May 24, 2006 6:57 AM
> To: User questions and discussions about OTRS.org
> Subject: Re: [otrs] "AgentEmail rejected" problems
>
>
> Hi Christoph,
>
> the quality of your description of the problem is really excellent.
> I can't explain the behavior of your system, but let me try
> nevertheless...
>
> Christoph Lindemann schrieb:
> > Hi All!
> >
> > Question
> > --
> > When a customer tries to replies to an agent email
> (email-external), he gets
> > an email back stating
> > "Sorry, AgentEmail rejected because no found!"
> > and a subject
> > "[Ticket#: XXX] AgentEmail rejected!"
> > (Where X is the ticket number)
> >
> > What could be the reason for this rejection? Why does OTRS
> not take the
> > ticket number from the subject, and add it as a new note to
> the existing
> > ticket?
> >
> > Since I am new to OTRS, I am rather stuck, as I do not know
> where to look
> > next.
> >
> > Setup/Background:
> > --
> > -I have given all queues their own email address in "System
> Email Addresses"
> > -The system uses 1 PostMaster POP3 Account
> > -The different queue email adresses are all forwarded to this 1 same
> > PostMaster POP3 Account.
> > -The POP3 account is setup with "Dispatching by email To: field"
> > -If a customer sends a new email/incident to the email
> adresses, OTRS
> > accepts it correctly and creates a new ticket.
> > -I have checked the email headers, and verified that the
> To: field is set
> > correctly.
> > -I have checked that every queue has a correct
> "Systemaddress:" value.
> >
> > -I have tried changing "Core::Ticket::Hook"
> > -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes
> > -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support"
> >
> > System Log:
> > --
> > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from
> > [EMAIL PROTECTED]
> > Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email
> (From: Christoph
> > Lindemann <[EMAIL PROTECTED]>, Message-ID:
> > <[EMAIL PROTECTED]>) because the X-OTRS-Ignore is set
> > (X-OTRS-Ignore: yes).
>
> "X-OTRS-Ignore is set" - either in the follow-up-mail
> received by OTRS
> (check the mail-header!) or set by a Postmaster Filter you created.
>
> > Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in
> AgentInterface
> > email found, send reject to agent
> > (MessageID:<[EMAIL PROTECTED]>)!
>
> Why "send reject to -agent-". It seems like the mail is
> recognized as an
> mail from an agent (not customer). "No commands" could mean
> that this
> mail is interpreted as a kind of "remote control" of OTRS
> through mails
> from agents. For this mail, no corresponding commands are found.
> I don't know this feature - do you use a CVS-version of OTRS?
>
> But perhaps, I'm completely wrong.
> >
> >
> > Kind regards,
> > Christoph Lindemann
>
> Bye, Alex
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