In OTRS, there is a tab labelled Admin. Within that tab, there's a link called System Log.
When you receive a message, the logs will indicate things. How do messages get created within OTRS for you? Is the OTRS mailbox a member of a mailing list and all tickets are generated from the mailing list? If you don't have loop check this is what happens: 1) user sends an email to mailing list 2) OTRS' mailbox receives the email 3) OTRS creates a ticket and sends an autoresponse to the mailing list 4) OTRS' mailbox receives the autoresponse 5) OTRS attaches the "Thank you for creating a ticket" to the ticket 6) If autofollowups are enabled, OTRS now sends a "I received your followup" to the mailing list 7) OTRS' mailbox receives the autofollow 8) OTRS attaches the followup to the ticket 9) go to 6 But without error messages and a way to replicate, I can't help you. On Thu, May 1, 2014 at 6:41 AM, Amit Bondwal <bondwal.a...@gmail.com> wrote: > Hi Gerald, > > Thanks for your reply. It was auto replying to every email ticket, now it > is stop working for every email ticket. > For your comment:- > > "An inbound email that comes from a mailing list is automatically going > to not autoreply to prevent looping." > How can I enable this and prevent looping. > > While auto agent notification are working properly. > > I am new to otrs, I found only system logs in otrs if it generate any > other logs please tell me, I will post those logs on mailing list. > > Regards > Amit Bondwal > > > On Wed, Apr 30, 2014 at 4:46 PM, Gerald Young <cryth...@gmail.com> wrote: > >> An inbound email that comes from a mailing list is automatically going to >> not autoreply to prevent looping. >> >> We of the mailing list can't have access to your logs, and our crystal >> ball gets a bit fuzzy. If OTRS says it sent no Auto Reply, when does it >> stop? Does it stop forever, for all incoming tickets? Does it stop for a >> specific ticket/sender that it replied to before? Does is stop for a >> specific sender that it autoreplied to before but never autoreplies again? >> Does it stop for a specific ticket or response and then work again for a >> new ticket or response? >> >> >> >> On Wed, Apr 30, 2014 at 1:29 AM, Amit Bondwal <bondwal.a...@gmail.com>wrote: >> >>> Hello, >>> >>> I set up otrs on debian wheezy and it was working fine. >>> After sometime auto response mails stop working. >>> When I check the system logs it gives the log >>> >>> Sent no 'auto reply' for Ticket >>> >>> I searched for this a lot, And found that x-loop header should not be >>> mention >>> in mail filter for queue. I don't have x-loop header in mail filter >>> queue. >>> I also found that this is not a error of otrs your mailing list is >>> blocking of mail filter queue with x-loop header. >>> >>> I don't have any x-loop header in mail filter queue. >>> If this is not the problem in otrs then how it was working before and >>> stop working >>> after sometime. >>> I am able to sent email notification manually editing responses. >>> >>> Regards >>> Amit Bondwal >>> >>> --------------------------------------------------------------------- >>> 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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