Re: [otrs] Sent no 'auto reply' for Ticket

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 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 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 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

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