Hi David,

This is what you should see in the logs:
Wed Jul 29 14:25:04 2009 notice OTRS-CGI-66 Sent auto response (SendAutoReply) for Ticket [2009072966000115] (TicketID=49, ArticleID=75) to 'costumer@example.com'.
Wed Jul 29 14:25:04 2009 notice OTRS-CGI-66 Sent email to 'customer@example.com' from 'Amnesiac OTRS <amnesiac@otrs.example.com>'. HistoryType => SendAutoReply, Subject => Re: [Ticket#2009072966000115] MySubject;
So even if the mail would be marked as spam on the hotmail side, you should at least see it referenced in the logs. Also, this would add an article to the ticket containing the autoresponse.

On my otrs 2.4.1 (and also, after the update to 2.4.2 on that version as well) for me it works OK. Can you double check there is an auto-response with type Auto Reply (and NOT to be confused with Auto Reply/New Ticket) ?

http://example.com/otrs/index.pl?Action=AdminQueueAutoResponse

Can you share the contents from the SQL box (or export as csv) if you run this from the SQL Console:

SELECT q.name, ar.name, art.name
from queue q, auto_response ar, queue_auto_response qar, auto_response_type art
where q.id = qar.queue_id
and qar.auto_response_id = ar.id
and ar.type_id = art.id


Regards,
--
Michiel Beijen
Software Consultant
+31 6 - 457 42 418
Bee Free IT + http://beefreeit.nl


On Tue, Jul 28, 2009 at 23:56, David Holder <david.holder@gmail.com> wrote:
Hi everyone,

I previously made a post for a similar issue but this is slightly different now (fixed an issue I thought was connected to this but wasn't)

Here is my situation, OTRS:
  • 2.4.1 is installed
  • Has been configured with an agent (myself)
  • Has no customers yet (waiting to implement LDAP functionality)
  • Has been set up to receive e-mails (support@mydomain.com) to queue "raw"
    • Once received e-mails, a notification is sent to an agent (me) sucsessfully
  • Can e-mail to external accounts (tested with a dummy customer - my gmail address- no issues ) I did this via admin notification
  • Auto notification <-> Queue's have been set up (including queue "raw")
  • However, the originator of the e-mail (my hotmail account) doesn't get notified there's a new ticket. The process is like so:
  1. User e-mails support@mydomain.com
  2. About 10mins later the respective agent gets notified of the new ticket
  3. No notification is given to the user
  4. Agent closes ticket
  5. No notification is given to the user.
I have ensured that no mail filter/spam filter has blocked the messages. There doesn't seem to be any calls or reference to 
[Notice][Kernel::System::Ticket::Article::SendAutoResponse]
Log from my OTRS Server:

[Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2009072810000071/support@mydomain] created (TicketID=38,Queue=Raw,Priority=3 normal,State=new)
[Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Notification::NotificationGet] Can't find notification for Agent::NewTicket and en_GB, try it again with en!
[Tue Jul 28 22:45:44 2009][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'david.holder@domain.com'.
[Tue Jul 28 22:45:44 2009][Notice][Kernel::System::MailAccount::POP3::Fetch] POP3: Fetched 1 email(s) from domain\username /mailserver.

As an Agent I receive the notifcation, but the originator of the e-mail doesn't.

I would really appreciate any help anyone can offer, and this is preventing me from implementing this in my workplace

Thanks,

David


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