Re: [otrs] Problems with group of email

4 Sep 2012


      What happens if you send an email to customer_group@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
group@company.com) and that group has client1@company.com and
client2@company.com. When this client creates a new ticket, a response is
not sent to client1@company.com and client2@company.com (clients from
group@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
customer@company.com), but it does not work using a group of email
(eg noc@company.com or support@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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