Hello all,

We are having a problem with sending one very particular response to our customers when that response includes an attached .CSV file. Essentially, an agent will receive a request for a log file. The agent does an “Empty Response” email response, attaches a .CSV file approximately 100 KB in size or less, sets the next ticket state to closed and submits. Although the customer or agent can log into the interface and see/download the attached file, for some reason the email response never seems to be generated.

To send email, OTRS is configured to use the Microsoft Exchange email system located on this subnet. OTRS, Exchange, Active Directory, all agents and all customers are all located on the same subnet (which means that SMTP relay on Exchange is as open as can be). I have checked the SMTP logs on the Exchange server and these emails are definitely never touching the mail server.

Also, no other “Empty Response” template email responses are reported as not received by our customers. Only the responses that include this .CSV log file. However, I cannot necessarily duplicate the problem either. If I take one of these log files and attach it to an empty response test ticket to myself, it seems to go through just fine.

If anyone can give me any direction on how I can further troubleshoot this problem from the OTRS side, it would be most appreciated. Specifically, are there any log files that would contain details on emails sent by OTRS that I could look through?

Thanks in advance for your help,

-Andy