1.       Create custom reports from the OTRS database for Support. This will entail a webpage allowing Support to do custom reports from the OTRS MySQL database. The first report they will need is one that give the following information.

Sub ID

Co ID

Login

User full name

Owner of the ticket

Ticket type

Ticket subject

Full body of email ticket and the corresponding messages

Full body of the phone ticket

When the ticket was open

When the ticket was closed

When/if the ticket was escalated

Duration from open to closed

 

------ Original Message ------

From: "Amit Bondwal" <bondwal.amit@gmail.com>

To: "User questions and discussions about OTRS." <otrs@otrs.org>

Sent: 01-05-2014 16:11:42

Subject: Re: [otrs] Sent no 'auto reply' for Ticket

 

Hi Gerald, 

Thanks for your reply. It was auto replying to every email ticket, now it is stop working for every email ticket.

For your comment:-

"An inbound email that comes from a mailing list is automatically going to not autoreply to prevent looping."

How can I enable this and prevent looping.

 

While auto agent notification are working properly.

I am new to otrs, I found only system logs in otrs if it generate any other logs please tell me, I will post those logs on mailing list.

Regards

Amit Bondwal

On Wed, Apr 30, 2014 at 4:46 PM, Gerald Young <crythias@gmail.com> wrote:

An inbound email that comes from a mailing list is automatically going to not autoreply to prevent looping.

We of the mailing list can't have access to your logs, and our crystal ball gets a bit fuzzy. If OTRS says it sent no Auto Reply, when does it stop? Does it stop forever, for all incoming tickets? Does it stop for a specific ticket/sender that it replied to before? Does is stop for a specific sender that it autoreplied to before but never autoreplies again? Does it stop for a specific ticket or response and then work again for a new ticket or response?

On Wed, Apr 30, 2014 at 1:29 AM, Amit Bondwal <bondwal.amit@gmail.com> wrote:

Hello,

I set up otrs on debian wheezy and it was working fine.

After sometime auto response mails stop working. 

When I check the system logs it gives the log

Sent no 'auto reply' for Ticket

I searched for this a lot, And found that x-loop header should not be mention

in mail filter for queue. I don't have x-loop header in mail filter queue.

I also found that this is not a error of otrs your mailing list is blocking of mail filter queue with x-loop header.

I don't have any x-loop header in mail filter queue. 

If this is not the problem in otrs then how it was working before and stop working

after sometime.

I am able to sent email notification manually editing responses.

Regards

Amit Bondwal

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