Re: [otrs] Problems with group of email

But what about the MTA logs? can you see that the email was accepted by the mail server and then sent on to it's next destination? If your MTA has sent it on then it's not your system that is causing the problem but the remote system (in which case poke their postmaster to check their logs to find out why it's not being delivered). Chances are it's being caught by a spam filter, something in the real email's content could be triggering a quarantine/delete on the remote side, but you will only know that by examining the MTA logs. Steve On 7 September 2012 01:49, Carlos Ribas wrote:

Hello Steven,

OTRS says the email was sent:

Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent auto response (SendAutoReply) for Ticket [20120906024] (TicketID=136, ArticleID=254) to 'Customer client '. Thu Sep 6 16:29:38 2012 notice OTRS-CGI-0 Sent email to 'Customer client ' from 'My company '. HistoryType => SendAutoReply, Subject => [Ticket#20120906024] RE: teste;

Looking at "sent mail" from the email used by OTRS, It says the email was sent and the headers are correct. I don't see any error in OTRS or mail account.

Best regards,

------------------------------- Carlos Eduardo Ribas

2012/9/6 Steven Carr

...

What do the OTRS and MTA logs show? can you see the email being sent from OTRS and handed over to the MTA for delivery?

On 6 September 2012 22:00, Carlos Ribas wrote:

...

Hello all,

I was checking today, if the costumer "noc@company.com" asks for a new password, he will receive the email. So why he do not receive email when a new ticket is created? Probably I have something misconfigured, but my queue is set to have an auto response of “auto reply” and it works to other costumers.

I really can't understand. I will appreciate any help.

Best regards,

------------------------------- Carlos Eduardo Ribas

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