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).
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>)!
Kind regards,
Christoph Lindemann
