[otrs] "AgentEmail rejected" problems

[Alexander Scholler]

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 <OTRS_CMD> found!" 
> and a subject 
>   "[Ticket#: XXXXXXXXXXXXXXX] 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
> supportsys at XXX.XXX.XX.XX. 
> Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph
> Lindemann <christoph at XXXXXXXXX.XX>, Message-ID:
> <44731116.6010006 at XXXXXXXXX.XX>) 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:<44731116.6010006 at XXXXXXXXX.XX>)! 

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