[otrs] no autoresponse in otrs

hello, i looked at how to configure autoresponse for client emails and i have the same configuration but still clients are not getting autoemail response. i have some filters configured but none of them is x-headerloop. when a client sends an email to the otrs system he doesn't get a reply but in the history on the ticket the following is written: Sent no auto-response because the sender doesn't want an auto-response (e. g. loop or precedence hea[...] has anyone had this problem and know the solution? Regards