Hi Gerald, Thanks for reply, In my case, 1) user sends an email to mailing list 2) OTRS' mailbox receives the email and filter them to different queues. 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
Please below logs for two mails they generated the ticket and auto agent response but no auto response to customer. Dabur is mail filtering queue name. Thu May 1 17:10:05 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 IMAP: Fetched 1 email(s) from support/support.udyansh.org. Thu May 1 17:10:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'tirv...@udyansh.org'. Thu May 1 17:10:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'amitbond...@udyansh.org'. Thu May 1 17:10:03 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent no 'auto reply' for Ticket [1000079] () Thu May 1 17:10:01 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [1000079/test auto mail ] created (TicketID=79,Queue=Dabur,Priority=3 normal,State=new) Thu May 1 17:10:01 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Filter: 'Dabur' Set param 'X-OTRS-Queue' to 'Dabur' (Message-ID: < 1398944238.15119.yahoomail...@web193106.mail.sg3.yahoo.com>) Thu May 1 17:00:05 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 IMAP: Fetched 1 email(s) from support/support.udyansh.org. Thu May 1 17:00:05 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'tirv...@udyansh.org'. Thu May 1 17:00:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'amitbond...@udyansh.org'. Thu May 1 17:00:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent no 'auto reply' for Ticket [1000078] () Thu May 1 17:00:03 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [1000078/check auto resp] created (TicketID=78,Queue=Dabur,Priority=3 normal,State=new) Thu May 1 17:00:03 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Filter: 'Dabur' Set param 'X-OTRS-Queue' to 'Dabur' (Message-ID: <CAJ=k2iF+vCxv6nrQEaEPGi5QoXiEhi5R=EW7q=lq8him62e...@mail.gmail.com>) Thu May 1 16:46:31 2014 notice OTRS-CGI-10 User: amit authentication ok (REMOTE_ADDR: 115.240.76.117). @neeraj:- Is create custom report is related to my issue? Regards Amit Bondwal On Thu, May 1, 2014 at 4:55 PM, Neeraj Kumar <nku...@gdiindia.com> wrote: > 1. Create custom reports from the OTRS database for Support. This > will entail a webpage allowing Support to do custom reports from the OTRS > MySQL database. The first report they will need is one that give the > following information. > Sub ID > Co ID > Login > User full name > Owner of the ticket > Ticket type > Ticket subject > Full body of email ticket and the corresponding messages > Full body of the phone ticket > When the ticket was open > When the ticket was closed > When/if the ticket was escalated > Duration from open to closed > > ------ Original Message ------ > From: "Amit Bondwal" <bondwal.a...@gmail.com> > To: "User questions and discussions about OTRS." <otrs@otrs.org> > Sent: 01-05-2014 16:11:42 > Subject: Re: [otrs] Sent no 'auto reply' for Ticket > > > 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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