A lot of the large email services have filters in place to prevent not-so-bright mailing list servers creating feedback loops. Google and Yahoo do for certain.
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.commailto:postmaster@google.com to find out how you can get your server past that.
From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Carlos Ribas
Sent: Tuesday, September 04, 2012 11:11 AM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Problems with group of email
Gerald,
Sorry, english is not my mother language, so I guess I was not clear.
Imagine an email of google groups. I'm telling that the customer registered his account with an email from google groups (eg group@company.commailto:group@company.com) and that group has client1@company.commailto:client1@company.com and client2@company.commailto:client2@company.com. When this client creates a new ticket, a response is not sent to client1@company.commailto:client1@company.com and client2@company.commailto:client2@company.com (clients from group@company.commailto:group@company.com)
Message logs says the email was sent:
Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118, ArticleID=216) to 'customer name