Re: [otrs] "AgentEmail rejected" problems

Hi Christoph, the quality of your description of the problem is really excellent. I can't explain the behavior of your system, but let me try nevertheless... Christoph Lindemann schrieb:

Hi All!

Question ---------------------- When a customer tries to replies to an agent email (email-external), he gets an email back stating "Sorry, AgentEmail rejected because no found!" and a subject "[Ticket#: XXXXXXXXXXXXXXX] AgentEmail rejected!" (Where X is the ticket number)

What could be the reason for this rejection? Why does OTRS not take the ticket number from the subject, and add it as a new note to the existing ticket?

Since I am new to OTRS, I am rather stuck, as I do not know where to look next.

Setup/Background: ---------------------- -I have given all queues their own email address in "System Email Addresses" -The system uses 1 PostMaster POP3 Account -The different queue email adresses are all forwarded to this 1 same PostMaster POP3 Account. -The POP3 account is setup with "Dispatching by email To: field" -If a customer sends a new email/incident to the email adresses, OTRS accepts it correctly and creates a new ticket. -I have checked the email headers, and verified that the To: field is set correctly. -I have checked that every queue has a correct "Systemaddress:" value.

-I have tried changing "Core::Ticket::Hook" -Core::PostMaster::PostmasterFollowUpSearchInReferences:Yes -Core::PostMaster::PostmasterDefaultQueue:"Dev. Support"

System Log: ---------------------- Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Fetched 1 email(s) from supportsys@XXX.XXX.XX.XX. Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph Lindemann , Message-ID: <44731116.6010006@XXXXXXXXX.XX>) because the X-OTRS-Ignore is set (X-OTRS-Ignore: yes).

"X-OTRS-Ignore is set" - either in the follow-up-mail received by OTRS (check the mail-header!) or set by a Postmaster Filter you created.

Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in AgentInterface email found, send reject to agent (MessageID:<44731116.6010006@XXXXXXXXX.XX>)!

Why "send reject to -agent-". It seems like the mail is recognized as an mail from an agent (not customer). "No commands" could mean that this mail is interpreted as a kind of "remote control" of OTRS through mails from agents. For this mail, no corresponding commands are found. I don't know this feature - do you use a CVS-version of OTRS? But perhaps, I'm completely wrong.

Kind regards, Christoph Lindemann

Bye, Alex