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 <customer_group@googlegroups.com>'.

Sent email to 'customer name <customer_group @googlegroups.com>' from 'My OTRS server <my_otrs_server@company.com>'. 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 <crythias@gmail.com>

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 <crythias@gmail.com> 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 <carlos@ansp.br> 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 <crythias@gmail.com>
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 <carlos@ansp.br> 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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