Re: [otrs] Problems with group of email

[Carlos Ribas]

I just want to say I tried to do some modifications but I had no success.
Now I believe that it is not an OTRS issue :)

I would like to say thank you for all your help.

Best regards,

---
Carlos Eduardo Ribas


2012/9/10 David Boyes 

> Public or not, they still do some analysis on the **content** of the
> incoming message, and that’s the likely thing that’s biting you. Something
> in the content of the message is triggering a filter at the receiving site.
> There’s nothing OTRS can do about that. 
>
> ** **
>
> ** **
>
> *From:* otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] *On Behalf
> Of *Carlos Ribas
> *Sent:* Monday, September 10, 2012 10:45 AM
>
> *To:* User questions and discussions about OTRS.
> *Subject:* Re: [otrs] Problems with group of email
>
> ** **
>
> I don't know Steve, because It works when the customer asks for his
> password. If the customer receives the password and his email is from a
> google group, why he can not receive an auto response? The group is set to
> be public.
>
> ** **
>
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Re: [otrs] Problems with group of email

[David Boyes]

Public or not, they still do some analysis on the *content* of the incoming 
message, and that's the likely thing that's biting you. Something in the 
content of the message is triggering a filter at the receiving site. There's 
nothing OTRS can do about that.


From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Carlos 
Ribas
Sent: Monday, September 10, 2012 10:45 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Problems with group of email

I don't know Steve, because It works when the customer asks for his password. 
If the customer receives the password and his email is from a google group, why 
he can not receive an auto response? The group is set to be public.

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Re: [otrs] Problems with group of email

[David Boyes]

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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Re: [otrs] Problems with group of email

[Carlos Ribas]

I don't know Steve, because It works when the customer asks for his
password. If the customer receives the password and his email is from a
google group, why he can not receive an auto response? The group is set to
be public.

Best regards,

---
Carlos Eduardo Ribas


2012/9/10 Steven Carr 

> It's not an OTRS issue as you've indicated the email was sent on to
> Google OK, it is a problem with Google Groups (more than likely their
> spam filters, or the email address that the email is being sent as
> does not have the right to deliver mail to the group).
>
> Steve
>
>
> On 10 September 2012 13:48, Carlos Ribas  wrote:
> > Hello all,
> >
> > I was looking for any other log in my server, but all I can see is what I
> > said in the last email. My OTRS system says the message was sent. The
> > account used by OTRS (a google email) also says the email was sent. Here
> I
> > think there is nothing more to see. I dont know if I can see any MTA log
> > with this scenario.
> >
> > I did a test with a customer using a google group as email. I did not
> > receive the email. I also checked the spam box. 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.
> >
> > Thanks for all your help,
> >
> > ---
> > Carlos Eduardo Ribas
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Re: [otrs] Problems with group of email

[Steven Carr]

It's not an OTRS issue as you've indicated the email was sent on to
Google OK, it is a problem with Google Groups (more than likely their
spam filters, or the email address that the email is being sent as
does not have the right to deliver mail to the group).

Steve


On 10 September 2012 13:48, Carlos Ribas  wrote:
> Hello all,
>
> I was looking for any other log in my server, but all I can see is what I
> said in the last email. My OTRS system says the message was sent. The
> account used by OTRS (a google email) also says the email was sent. Here I
> think there is nothing more to see. I dont know if I can see any MTA log
> with this scenario.
>
> I did a test with a customer using a google group as email. I did not
> receive the email. I also checked the spam box. 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.
>
> Thanks for all your help,
>
> ---
> Carlos Eduardo Ribas
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Re: [otrs] Problems with group of email

[Carlos Ribas]

Hello all,

I was looking for any other log in my server, but all I can see is what I
said in the last email. My OTRS system says the message was sent. The
account used by OTRS (a google email) also says the email was sent. Here I
think there is nothing more to see. I dont know if I can see any MTA log
with this scenario.

I did a test with a customer using a google group as email. I did not
receive the email. I also checked the spam box. 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.

Thanks for all your help,

---
Carlos Eduardo Ribas


2012/9/7 David Boyes 

> > But what about the MTA logs? can you see that the email was accepted by
> > the mail server and then sent on to it's next destination? If your MTA
> has
> > sent it on then it's not your system that is causing the problem but the
> > remote system (in which case poke their postmaster to check their logs to
> > find out why it's not being delivered).
>
> Yeah. At this point, it's not your server.
>
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Re: [otrs] Problems with group of email

[David Boyes]

> But what about the MTA logs? can you see that the email was accepted by
> the mail server and then sent on to it's next destination? If your MTA has
> sent it on then it's not your system that is causing the problem but the
> remote system (in which case poke their postmaster to check their logs to
> find out why it's not being delivered).

Yeah. At this point, it's not your server. 

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Re: [otrs] Problems with group of email

[Steven Carr]

But what about the MTA logs? can you see that the email was accepted
by the mail server and then sent on to it's next destination? If your
MTA has sent it on then it's not your system that is causing the
problem but the remote system (in which case poke their postmaster to
check their logs to find out why it's not being delivered).

Chances are it's being caught by a spam filter, something in the real
email's content could be triggering a quarantine/delete on the remote
side, but you will only know that by examining the MTA logs.

Steve



On 7 September 2012 01:49, Carlos Ribas  wrote:
>
> Hello Steven,
>
> OTRS says the email was sent:
>
> Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent auto response (SendAutoReply) 
> for Ticket [20120906024] (TicketID=136, ArticleID=254) to 'Customer client 
> '.
> Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent email to 'Customer client 
> ' from 'My company '. HistoryType => 
> SendAutoReply, Subject => [Ticket#20120906024] RE: teste;
>
> Looking at "sent mail" from the email used by OTRS, It says the email was 
> sent and the headers are correct. I don't see any error in OTRS or mail 
> account.
>
> Best regards,
>
> ---
> Carlos Eduardo Ribas
>
>
>
> 2012/9/6 Steven Carr 
>>
>> What do the OTRS and MTA logs show? can you see the email being sent
>> from OTRS and handed over to the MTA for delivery?
>>
>>
>> On 6 September 2012 22:00, Carlos Ribas  wrote:
>> > Hello all,
>> >
>> > I was checking today, if the costumer "n...@company.com" asks for a new
>> > password, he will receive the email. So why he do not receive email when a
>> > new ticket is created? Probably I have something misconfigured, but my 
>> > queue
>> > is set to have an auto response of “auto reply” and it works to other
>> > costumers.
>> >
>> > I really can't understand. I will appreciate any help.
>> >
>> > Best regards,
>> >
>> > ---
>> > Carlos Eduardo Ribas
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>
>
>
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Re: [otrs] Problems with group of email

[Carlos Ribas]

Hello Steven,

OTRS says the email was sent:

 Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent auto response
(SendAutoReply) for Ticket [20120906024] (TicketID=136, ArticleID=254) to
'Customer client '. Thu Sep 6 16:29:38 2012
noticeOTRS-CGI-0Sent email to 'Customer client <
n...@company.com>' from 'My company '. HistoryType =>
SendAutoReply, Subject => [Ticket#20120906024] RE: teste;

Looking at "sent mail" from the email used by OTRS, It says the email was
sent and the headers are correct. I don't see any error in OTRS or mail
account.

Best regards,

---
Carlos Eduardo Ribas



2012/9/6 Steven Carr 

> What do the OTRS and MTA logs show? can you see the email being sent
> from OTRS and handed over to the MTA for delivery?
>
>
> On 6 September 2012 22:00, Carlos Ribas  wrote:
> > Hello all,
> >
> > I was checking today, if the costumer "n...@company.com" asks for a
> new
> > password, he will receive the email. So why he do not receive email when
> a
> > new ticket is created? Probably I have something misconfigured, but my
> queue
> > is set to have an auto response of “auto reply” and it works to other
> > costumers.
> >
> > I really can't understand. I will appreciate any help.
> >
> > Best regards,
> >
> > ---
> > Carlos Eduardo Ribas
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Re: [otrs] Problems with group of email

[Steven Carr]

What do the OTRS and MTA logs show? can you see the email being sent
from OTRS and handed over to the MTA for delivery?


On 6 September 2012 22:00, Carlos Ribas  wrote:
> Hello all,
>
> I was checking today, if the costumer "n...@company.com" asks for a new
> password, he will receive the email. So why he do not receive email when a
> new ticket is created? Probably I have something misconfigured, but my queue
> is set to have an auto response of “auto reply” and it works to other
> costumers.
>
> I really can't understand. I will appreciate any help.
>
> Best regards,
>
> ---
> Carlos Eduardo Ribas
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Re: [otrs] Problems with group of email

[Carlos Ribas]

Hello all,

I was checking today, if the costumer "n...@company.com" asks for a new
password, he will receive the email. So why he do not receive email when a
new ticket is created? Probably I have something misconfigured, but my
queue is set to have an auto response of “auto reply” and it works to other
costumers.

I really can't understand. I will appreciate any help.

Best regards,

---
Carlos Eduardo Ribas


2012/9/5 Carlos Ribas 

> Hello David,
>
>> I don’t understand what you’re trying to do. From what you’ve told us,
>> you’ve set up OTRS and given customers accounts. If the customer has an
>> account and they use custo...@company.com, it works as expected. So far,
>> well and good. The From: line is the customer’s ID, correct?.
>>
>> Exactly.
>
>> Does n...@company.com exist as a OTRS user, or have you implemented
>> something that does a lookup of *@company.com and assigns it to the
>> appropriate OTRS user?
>>
>> If not, what do you **want** OTRS to do?
>>
>> Yes. I have a customer that his ID and email is n...@company.com. In this
> scenario, he does not receive messages from my OTRS system. To do a test, I
> created a customer with an email n...@mycompany.com (my email
> car...@mycompany.com is part of this group) and when I created a ticket,
> I did not get the response.
>
> The funny thing is:  OTRS says (looking at logs) that the email was sent
> and the mail account used by OTRS also says  the email was sent (looking at
> sent mail). Via customer panel I can see the response, but nothing arrives
> in my email.
>
> I’d suspect you’re getting caught by that code, especially if your mail
> server is on a range of IP addresses designated as home or small business
> services. Contact postmas...@google.com to find out how you can get your
> server past that.
>
> That's what I'm doing right now, I think is my last chance.
>
>
> Answering Gerald:
> *What happens if you send an email to customer_gr...@googlegroups.com?*
>
> I get the messages. Well, I'm not sure if this is an OTRS issue or not.
>
> Thank you,
>
> ---
> Carlos Eduardo Ribas
>
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Re: [otrs] Problems with group of email

[Carlos Ribas]

Hello David,

> I don’t understand what you’re trying to do. From what you’ve told us,
> you’ve set up OTRS and given customers accounts. If the customer has an
> account and they use custo...@company.com, it works as expected. So far,
> well and good. The From: line is the customer’s ID, correct?.
>
> Exactly.

> Does n...@company.com exist as a OTRS user, or have you implemented
> something that does a lookup of *@company.com and assigns it to the
> appropriate OTRS user?
>
> If not, what do you **want** OTRS to do?
>
> Yes. I have a customer that his ID and email is n...@company.com. In this
scenario, he does not receive messages from my OTRS system. To do a test, I
created a customer with an email n...@mycompany.com (my email
car...@mycompany.com is part of this group) and when I created a ticket, I
did not get the response.

The funny thing is:  OTRS says (looking at logs) that the email was sent
and the mail account used by OTRS also says  the email was sent (looking at
sent mail). Via customer panel I can see the response, but nothing arrives
in my email.

I’d suspect you’re getting caught by that code, especially if your mail
server is on a range of IP addresses designated as home or small business
services. Contact postmas...@google.com to find out how you can get your
server past that.

That's what I'm doing right now, I think is my last chance.


Answering Gerald:
*What happens if you send an email to customer_gr...@googlegroups.com?*

I get the messages. Well, I'm not sure if this is an OTRS issue or not.

Thank you,

---
Carlos Eduardo Ribas
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Re: [otrs] Problems with group of email

[David Boyes]

A lot of the large email services have filters in place to prevent 
not-so-bright mailing list servers creating feedback loops. Google and Yahoo do 
for certain.
I'd suspect you're getting caught by that code, especially if your mail server 
is on a range of IP addresses designated as home or small business services. 
Contact postmas...@google.com<mailto:postmas...@google.com> to find out how you 
can get your server past that.

From: otrs-boun...@otrs.org [mailto:otrs-boun...@otrs.org] On Behalf Of Carlos 
Ribas
Sent: Tuesday, September 04, 2012 11:11 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Problems with group of email

Gerald,

Sorry, english is not my mother language, so I guess I was not clear.

Imagine an email of google groups. I'm telling that the customer registered 
his account with an email from google groups (eg 
gr...@company.com<mailto:gr...@company.com>) and that group has 
clie...@company.com<mailto:clie...@company.com> and 
clie...@company.com<mailto:clie...@company.com>. When this client creates a new 
ticket, a response is not sent to 
clie...@company.com<mailto:clie...@company.com> and 
clie...@company.com<mailto:clie...@company.com> (clients from 
gr...@company.com<mailto:gr...@company.com>)

Message logs says the email was sent:

Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118, 
ArticleID=216) to 'customer name 
mailto:customer_gr...@googlegroups.com>>'.

Sent email to 'customer name http://googlegroups.com>>' from 'My OTRS server 
mailto:my_otrs_ser...@company.com>>'. HistoryType 
=> SendAutoReply, Subject => [Ticket#2012090406] RE: testing;

But the email was not sent, I also checked spam box. It works well in a 
"single" email, it's odd.

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Re: [otrs] Problems with group of email

[David Boyes]

Hello all,

I set up my system to automatically respond to the customer when a new 
ticket is created. It works if the customer uses its own email (eg 
custo...@company.com), but it does not work using 
a group of email (eg n...@company.com or 
supp...@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of 
email?

I don't understand what you're trying to do. From what you've told us, you've 
set up OTRS and given customers accounts. If the customer has an account and 
they use custo...@company.com, it works as 
expected. So far, well and good. The From: line is the customer's ID, correct?.

Does n...@company.com exist as a OTRS user, or have 
you implemented something that does a lookup of 
*@company.com and assigns it to the appropriate OTRS user?
If not, what do you *want* OTRS to do?

I think we need a little more idea of what you're trying to accomplish.



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Re: [otrs] Problems with group of email

[Gerald Young]

What happens if you send an email to customer_gr...@googlegroups.com? By
default, a group email may not necessarily authorize external emails to
group members. This would be a configuration issue with the recipient
group, not an issue with OTRS.

On Tue, Sep 4, 2012 at 11:11 AM, Carlos Ribas  wrote:

> Gerald,
>
> Sorry, english is not my mother language, so I guess I was not clear.
>
> Imagine an email of google groups. I'm telling that the customer
> registered his account with an email from google groups (eg
> gr...@company.com) and that group has clie...@company.com and
> clie...@company.com. When this client creates a new ticket, a response is
> not sent to clie...@company.com and clie...@company.com (clients from
> gr...@company.com)
>
> Message logs says the email was sent:
>
> Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118,
> ArticleID=216) to 'customer name '.
>
> Sent email to 'customer name ' from 'My
> OTRS server '. HistoryType => SendAutoReply,
> Subject => [Ticket#2012090406] RE: testing;
>
> But the email was not sent, I also checked spam box. It works well in
> a "single" email, it's odd.
>
> Regards,
>
> ---
> Carlos Eduardo Ribas
>
>
>
> 2012/9/4 Gerald Young 
>
>> Also, what do the logs say when such email gets sent to your otrs
>> installation?
>>
>>
>> On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young  wrote:
>>
>>> I'm sorry. I missed something about that it's the customer''s email
>>> address sending the entry? How does a customer send from a group email
>>> address?
>>>
>>>
>>> On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas  wrote:
>>>
 Hello Gerald,

 Well, I created a new "Auto Responses <-> Queues" with auto reply
 type. I suppose the customers that created new tickets should receive an
 answer, regardless of the email address registered in the customer account
 (single or group). It should work, dont you think?

 Regards,

 ---
 Carlos Eduardo Ribas




 2012/9/4 Gerald Young 

> You are dispatching by To: instead of Queue (Admin, PostMaster Mail
> Accounts)
> A Queue has a single System Address.
> That Queue has the autoreply, and the "default" Queue (in SysConfig,
> "Raw"?) does not.
>
> On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas  wrote:
>
>>  Hello all,
>>
>> I set up my system to automatically respond to the customer when
>> a new ticket is created. It works if the customer uses its own email (eg
>> custo...@company.com), but it does not work using a group of email
>> (eg n...@company.com or supp...@company.com).
>>
>> I can´t understand what happens. Anybody knows why I can´t use
>> group of email?
>>
>> Best regards,
>>
>> ---
>> Carlos Eduardo Ribas
>>
>>
>>
>> -
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>> Archive: http://lists.otrs.org/pipermail/otrs
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>>
>
>
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>>>
>>>
>>
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Re: [otrs] Problems with group of email

[Carlos Ribas]

Gerald,

Sorry, english is not my mother language, so I guess I was not clear.

Imagine an email of google groups. I'm telling that the customer
registered his account with an email from google groups (eg
gr...@company.com) and that group has clie...@company.com and
clie...@company.com. When this client creates a new ticket, a response is
not sent to clie...@company.com and clie...@company.com (clients from
gr...@company.com)

Message logs says the email was sent:

Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118,
ArticleID=216) to 'customer name '.

Sent email to 'customer name ' from 'My
OTRS server '. HistoryType => SendAutoReply,
Subject => [Ticket#2012090406] RE: testing;

But the email was not sent, I also checked spam box. It works well in a
"single" email, it's odd.

Regards,

---
Carlos Eduardo Ribas



2012/9/4 Gerald Young 

> Also, what do the logs say when such email gets sent to your otrs
> installation?
>
>
> On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young  wrote:
>
>> I'm sorry. I missed something about that it's the customer''s email
>> address sending the entry? How does a customer send from a group email
>> address?
>>
>>
>> On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas  wrote:
>>
>>> Hello Gerald,
>>>
>>> Well, I created a new "Auto Responses <-> Queues" with auto reply
>>> type. I suppose the customers that created new tickets should receive an
>>> answer, regardless of the email address registered in the customer account
>>> (single or group). It should work, dont you think?
>>>
>>> Regards,
>>>
>>> ---
>>> Carlos Eduardo Ribas
>>>
>>>
>>>
>>>
>>> 2012/9/4 Gerald Young 
>>>
 You are dispatching by To: instead of Queue (Admin, PostMaster Mail
 Accounts)
 A Queue has a single System Address.
 That Queue has the autoreply, and the "default" Queue (in SysConfig,
 "Raw"?) does not.

 On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas  wrote:

>  Hello all,
>
> I set up my system to automatically respond to the customer when a
> new ticket is created. It works if the customer uses its own email (eg
> custo...@company.com), but it does not work using a group of email
> (eg n...@company.com or supp...@company.com).
>
> I can´t understand what happens. Anybody knows why I can´t use
> group of email?
>
> Best regards,
>
> ---
> Carlos Eduardo Ribas
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>


 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
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>>>
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Problems with group of email

[Gerald Young]

Also, what do the logs say when such email gets sent to your otrs
installation?

On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young  wrote:

> I'm sorry. I missed something about that it's the customer''s email
> address sending the entry? How does a customer send from a group email
> address?
>
>
> On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas  wrote:
>
>> Hello Gerald,
>>
>> Well, I created a new "Auto Responses <-> Queues" with auto reply
>> type. I suppose the customers that created new tickets should receive an
>> answer, regardless of the email address registered in the customer account
>> (single or group). It should work, dont you think?
>>
>> Regards,
>>
>> ---
>> Carlos Eduardo Ribas
>>
>>
>>
>>
>> 2012/9/4 Gerald Young 
>>
>>> You are dispatching by To: instead of Queue (Admin, PostMaster Mail
>>> Accounts)
>>> A Queue has a single System Address.
>>> That Queue has the autoreply, and the "default" Queue (in SysConfig,
>>> "Raw"?) does not.
>>>
>>> On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas  wrote:
>>>
  Hello all,

 I set up my system to automatically respond to the customer when a
 new ticket is created. It works if the customer uses its own email (eg
 custo...@company.com), but it does not work using a group of email (eg
 n...@company.com or supp...@company.com).

 I can´t understand what happens. Anybody knows why I can´t use
 group of email?

 Best regards,

 ---
 Carlos Eduardo Ribas



 -
 OTRS mailing list: otrs - Webpage: http://otrs.org/
 Archive: http://lists.otrs.org/pipermail/otrs
 To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

>>>
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
-
OTRS mailing list: otrs - Webpage: http://otrs.org/
Archive: http://lists.otrs.org/pipermail/otrs
To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Re: [otrs] Problems with group of email

[Gerald Young]

I'm sorry. I missed something about that it's the customer''s email address
sending the entry? How does a customer send from a group email address?

On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas  wrote:

> Hello Gerald,
>
> Well, I created a new "Auto Responses <-> Queues" with auto reply
> type. I suppose the customers that created new tickets should receive an
> answer, regardless of the email address registered in the customer account
> (single or group). It should work, dont you think?
>
> Regards,
>
> ---
> Carlos Eduardo Ribas
>
>
>
>
> 2012/9/4 Gerald Young 
>
>> You are dispatching by To: instead of Queue (Admin, PostMaster Mail
>> Accounts)
>> A Queue has a single System Address.
>> That Queue has the autoreply, and the "default" Queue (in SysConfig,
>> "Raw"?) does not.
>>
>> On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas  wrote:
>>
>>>  Hello all,
>>>
>>> I set up my system to automatically respond to the customer when a
>>> new ticket is created. It works if the customer uses its own email (eg
>>> custo...@company.com), but it does not work using a group of email (eg
>>> n...@company.com or supp...@company.com).
>>>
>>> I can´t understand what happens. Anybody knows why I can´t use group
>>> of email?
>>>
>>> Best regards,
>>>
>>> ---
>>> Carlos Eduardo Ribas
>>>
>>>
>>>
>>> -
>>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>>> Archive: http://lists.otrs.org/pipermail/otrs
>>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>>
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Problems with group of email

[Carlos Ribas]

Hello Gerald,

Well, I created a new "Auto Responses <-> Queues" with auto reply
type. I suppose the customers that created new tickets should receive an
answer, regardless of the email address registered in the customer account
(single or group). It should work, dont you think?

Regards,

---
Carlos Eduardo Ribas




2012/9/4 Gerald Young 

> You are dispatching by To: instead of Queue (Admin, PostMaster Mail
> Accounts)
> A Queue has a single System Address.
> That Queue has the autoreply, and the "default" Queue (in SysConfig,
> "Raw"?) does not.
>
> On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas  wrote:
>
>> Hello all,
>>
>> I set up my system to automatically respond to the customer when a
>> new ticket is created. It works if the customer uses its own email (eg
>> custo...@company.com), but it does not work using a group of email (eg
>> n...@company.com or supp...@company.com).
>>
>> I can´t understand what happens. Anybody knows why I can´t use group
>> of email?
>>
>> Best regards,
>>
>> ---
>> Carlos Eduardo Ribas
>>
>>
>>
>> -
>> OTRS mailing list: otrs - Webpage: http://otrs.org/
>> Archive: http://lists.otrs.org/pipermail/otrs
>> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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Re: [otrs] Problems with group of email

[Gerald Young]

You are dispatching by To: instead of Queue (Admin, PostMaster Mail
Accounts)
A Queue has a single System Address.
That Queue has the autoreply, and the "default" Queue (in SysConfig,
"Raw"?) does not.

On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas  wrote:

> Hello all,
>
> I set up my system to automatically respond to the customer when a new
> ticket is created. It works if the customer uses its own email (eg
> custo...@company.com), but it does not work using a group of email (eg
> n...@company.com or supp...@company.com).
>
> I can´t understand what happens. Anybody knows why I can´t use group
> of email?
>
> Best regards,
>
> ---
> Carlos Eduardo Ribas
>
>
>
> -
> OTRS mailing list: otrs - Webpage: http://otrs.org/
> Archive: http://lists.otrs.org/pipermail/otrs
> To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs
>
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[otrs] Problems with group of email

[Carlos Ribas]

Hello all,

I set up my system to automatically respond to the customer when a new
ticket is created. It works if the customer uses its own email (eg
custo...@company.com), but it does not work using a group of email (eg
n...@company.com or supp...@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of
email?

Best regards,

---
Carlos Eduardo Ribas
-
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