So I’ve been doing lots of configs, and something I’ve done, somewhere along the line, has disabled auto-replies.

OTRS 4.x

CentOS 7.x

MSSQL Backend (fully functional, I know it is not supported!)

I have a queue (Q1) that receives all messages from a postmaster mail account (MAIL1) via POP3.

The ticket is created successfully.

There is an autoreply set on this queue, which is never submitted to the mail server (whether SMTP, SendMail or anything else, there is no attempt made to send this message at the MTA level).

I can reply, respond etc fine from the ticket itself, OTRS is working as far as emails go, except the autoresponse.

Notably (probably of relevance), when the email is picked up, an error is thrown:

ERROR: OTRS-otrs.PostMasterMailbox.pl-99 Perl: 5.16.3 OS: linux Time: Mon Nov 30 14:40:03 2015

Message: The field configuration is invalid

Traceback (6328):

   Module: Kernel::System::DynamicField::Backend::ValueSet Line: 426

   Module: Kernel::System::Ticket::Event::TimeUpdate::Run Line: 158

   Module: Kernel::System::EventHandler::EventHandler Line: 226

   Module: Kernel::System::Ticket::Article::ArticleCreate Line: 401

   Module: Kernel::System::Ticket::ArticleCreate Line: 195

   Module: Kernel::System::PostMaster::NewTicket::Run Line: 564

   Module: Kernel::System::PostMaster::Run Line: 368

   Module: Kernel::System::MailAccount::POP3::Fetch Line: 216

   Module: Kernel::System::MailAccount::MailAccountFetch Line: 441

   Module: main::Fetch Line: 171

   Module: /opt/otrs/bin/otrs.PostMasterMailbox.pl Line: 85

Through some astute reading, I know this error is triggered from line 426 (actually from ln428) of the backend.pm file, but that doesn’t help me narrow down the cause.  Stepping through these other files hasn’t led me to the answer, except to be fairly convinced it is the problem.

Dynamic fields defined  in the system include, (source module) name of field:

(KIX4OTRS) KIXFAQEntry

(?) ProcessManagementProcessID         

(?) ProcessManagementActivityID

(ITSMCore) ITSMCriticality          

(ITSMCore) ITSMImpact              

(SystemMonitoring) TicketFreeText1    

(SystemMonitoring) TicketFreeText2    

(SystemMonitoring) ArticleFreeText1

Invalidating some of these fields makes no difference, the error occurs.  Probably no surprise there, if it needs the field, it needs the field.

I have tried with both SenderFrom and EnvelopeFrom set and unset, no difference.

What could be causing auto-replies to not be generated?  What other investigative paths should I take?  I am hitting a brick wall here, I can’t see anything wrong with the configs except the error about dynamic fields but I cannot be even sure that is related.  The auto-response is simple, plain text, doesn’t even use any OTRS fields during the testing I am doing.

Any advice, guidance or direction on restoring the missing auto-reply functionality would be great!

Cheers

Rob Shears.