2008/12/17 Trasschaert Karl <karlzre@hotmail.com>

Hi,

I'm testing otrs, i saw that when someone send a e-mail to the otrs system, the agent get a notification but the customer didn't receive any notification.

I'f i answer a ticket the customer get the message.

Any idea what ca be wrong ?
I'm using smtp.
I can see in the log that the message looks to be send:

Sent agent 'NewTicket' notification to 'karl@inventivetelecom.com'.

Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to '"Trasschaert Karl" <info@net-work.be>'.

Wed Dec 17 16:20:04 2008 notice OTRS-PM3-10 Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendAutoReply, Subject => [ITPTicket#200812171084] ca marche pas;

Wed Dec 17 16:20:03 2008 notice OTRS-PM3-10 New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new)

Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent customer 'StateUpdate' notification to '"Trasschaert Karl" <info@net-work.be>'.

Wed Dec 17 16:19:42 2008 notice OTRS-CGI-10 Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New State "closed successful"!;

Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent customer 'OwnerUpdate' notification to '"Trasschaert Karl" <info@net-work.be>'.

Wed Dec 17 16:19:38 2008 notice OTRS-CGI-10 Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New Owner "Karl"!;

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Sent agent 'NewTicket' notification to 'karl@inventivetelecom.com'.
Wed Dec 17 16:20:04 2008	notice	OTRS-PM3-10	Sent auto response (SendAutoReply) for Ticket [200812171084] (TicketID=104, ArticleID=611) to '"Trasschaert Karl" <info@net-work.be>'.
Wed Dec 17 16:20:04 2008	notice	OTRS-PM3-10	Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendAutoReply, Subject => [ITPTicket#200812171084] ca marche pas;
Wed Dec 17 16:20:03 2008	notice	OTRS-PM3-10	New Ticket [200812171084/ca marche pas] created (TicketID=104,Queue=Support,Priority=3 normal,State=new)
Wed Dec 17 16:19:42 2008	notice	OTRS-CGI-10	Sent customer 'StateUpdate' notification to '"Trasschaert Karl" <info@net-work.be>'.
Wed Dec 17 16:19:42 2008	notice	OTRS-CGI-10	Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New State "closed successful"!;
Wed Dec 17 16:19:38 2008	notice	OTRS-CGI-10	Sent customer 'OwnerUpdate' notification to '"Trasschaert Karl" <info@net-work.be>'.
Wed Dec 17 16:19:38 2008	notice	OTRS-CGI-10	Sent email to '"Trasschaert Karl" <info@net-work.be>' from 'ITP Ticket System <support@inventivetelecom.com>'. HistoryType => SendCustomerNotification, Subject => Re: [ITPTicket#200812171083] New Owner "Karl"!;