Hello Steven,

OTRS says the email was sent:

Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent auto response (SendAutoReply) for Ticket [20120906024] (TicketID=136, ArticleID=254) to 'Customer client <noc@company.com>'.
Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent email to 'Customer client <noc@company.com>' from 'My company <suporte@company.com>'. HistoryType => SendAutoReply, Subject => [Ticket#20120906024] RE: teste;

Looking at "sent mail" from the email used by OTRS, It says the email was sent and the headers are correct. I don't see any error in OTRS or mail account. 

Best regards,

-------------------------------
Carlos Eduardo Ribas



2012/9/6 Steven Carr <sjcarr@gmail.com>
What do the OTRS and MTA logs show? can you see the email being sent
from OTRS and handed over to the MTA for delivery?


On 6 September 2012 22:00, Carlos Ribas <carlos@ansp.br> wrote:
> Hello all,
>
>     I was checking today, if the costumer "noc@company.com" asks for a new
> password, he will receive the email. So why he do not receive email when a
> new ticket is created? Probably I have something misconfigured, but my queue
> is set to have an auto response of “auto reply” and it works to other
> costumers.
>
>     I really can't understand. I will appreciate any help.
>
> Best regards,
>
> -------------------------------
> Carlos Eduardo Ribas
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