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
2012/9/5 Carlos Ribas
Hello David,
I don’t understand what you’re trying to do. From what you’ve told us, you’ve set up OTRS and given customers accounts. If the customer has an account and they use customer@company.com, it works as expected. So far, well and good. The From: line is the customer’s ID, correct?.
Exactly.
Does noc@company.com exist as a OTRS user, or have you implemented something that does a lookup of *@company.com and assigns it to the appropriate OTRS user?****
If not, what do you **want** OTRS to do?
Yes. I have a customer that his ID and email is noc@company.com. In this scenario, he does not receive messages from my OTRS system. To do a test, I created a customer with an email noc@mycompany.com (my email carlos@mycompany.com is part of this group) and when I created a ticket, I did not get the response.
The funny thing is: OTRS says (looking at logs) that the email was sent and the mail account used by OTRS also says the email was sent (looking at sent mail). Via customer panel I can see the response, but nothing arrives in my email.
I’d suspect you’re getting caught by that code, especially if your mail server is on a range of IP addresses designated as home or small business services. Contact postmaster@google.com to find out how you can get your server past that.
That's what I'm doing right now, I think is my last chance.
Answering Gerald: *What happens if you send an email to customer_group@googlegroups.com?*
I get the messages. Well, I'm not sure if this is an OTRS issue or not.
Thank you,
------------------------------- Carlos Eduardo Ribas