Problems with group of email

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Carlos Ribas

4 Sep 2012 4 Sep '12

12:11 p.m.

Hello all, I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com). I can´t understand what happens. Anybody knows why I can´t use group of email? Best regards, ------------------------------- Carlos Eduardo Ribas

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Gerald Young

4 Sep 4 Sep

12:35 p.m.

You are dispatching by To: instead of Queue (Admin, PostMaster Mail Accounts) A Queue has a single System Address. That Queue has the autoreply, and the "default" Queue (in SysConfig, "Raw"?) does not. On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas wrote:

...

Hello all,

I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of email?

Best regards,

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

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Carlos Ribas

1:38 p.m.

Hello Gerald, Well, I created a new "Auto Responses <-> Queues" with auto reply type. I suppose the customers that created new tickets should receive an answer, regardless of the email address registered in the customer account (single or group). It should work, dont you think? Regards, ------------------------------- Carlos Eduardo Ribas 2012/9/4 Gerald Young

...

You are dispatching by To: instead of Queue (Admin, PostMaster Mail Accounts) A Queue has a single System Address. That Queue has the autoreply, and the "default" Queue (in SysConfig, "Raw"?) does not.

On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas wrote:

...
Hello all,

I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of email?

Best regards,

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

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Gerald Young

1:56 p.m.

I'm sorry. I missed something about that it's the customer''s email address sending the entry? How does a customer send from a group email address? On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas wrote:

...

Hello Gerald,

Well, I created a new "Auto Responses <-> Queues" with auto reply type. I suppose the customers that created new tickets should receive an answer, regardless of the email address registered in the customer account (single or group). It should work, dont you think?

Regards,

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

2012/9/4 Gerald Young

...
You are dispatching by To: instead of Queue (Admin, PostMaster Mail Accounts) A Queue has a single System Address. That Queue has the autoreply, and the "default" Queue (in SysConfig, "Raw"?) does not.

On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas wrote:

...
Hello all,

I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of email?

Best regards,

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

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Gerald Young

1:58 p.m.

Also, what do the logs say when such email gets sent to your otrs installation? On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young wrote:

...

I'm sorry. I missed something about that it's the customer''s email address sending the entry? How does a customer send from a group email address?

On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas wrote:

...
Hello Gerald,

Well, I created a new "Auto Responses <-> Queues" with auto reply type. I suppose the customers that created new tickets should receive an answer, regardless of the email address registered in the customer account (single or group). It should work, dont you think?

Regards,

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

2012/9/4 Gerald Young

...
You are dispatching by To: instead of Queue (Admin, PostMaster Mail Accounts) A Queue has a single System Address. That Queue has the autoreply, and the "default" Queue (in SysConfig, "Raw"?) does not.

On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas wrote:

...
Hello all,

I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of email?

Best regards,

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

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Carlos Ribas

3:11 p.m.

Gerald, Sorry, english is not my mother language, so I guess I was not clear. Imagine an email of google groups. I'm telling that the customer registered his account with an email from google groups (eg group@company.com) and that group has client1@company.com and client2@company.com. When this client creates a new ticket, a response is not sent to client1@company.com and client2@company.com (clients from group@company.com) Message logs says the email was sent: Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118, ArticleID=216) to 'customer name '. Sent email to 'customer name ' from 'My OTRS server '. HistoryType => SendAutoReply, Subject => [Ticket#2012090406] RE: testing; But the email was not sent, I also checked spam box. It works well in a "single" email, it's odd. Regards, ------------------------------- Carlos Eduardo Ribas 2012/9/4 Gerald Young

...

Also, what do the logs say when such email gets sent to your otrs installation?

On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young wrote:

...
I'm sorry. I missed something about that it's the customer''s email address sending the entry? How does a customer send from a group email address?

On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas wrote:

...
Hello Gerald,

Well, I created a new "Auto Responses <-> Queues" with auto reply type. I suppose the customers that created new tickets should receive an answer, regardless of the email address registered in the customer account (single or group). It should work, dont you think?

Regards,

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

2012/9/4 Gerald Young

...
You are dispatching by To: instead of Queue (Admin, PostMaster Mail Accounts) A Queue has a single System Address. That Queue has the autoreply, and the "default" Queue (in SysConfig, "Raw"?) does not.

On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas wrote:

...
Hello all,

I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of email?

Best regards,

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

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Gerald Young

3:35 p.m.

What happens if you send an email to customer_group@googlegroups.com? By default, a group email may not necessarily authorize external emails to group members. This would be a configuration issue with the recipient group, not an issue with OTRS. On Tue, Sep 4, 2012 at 11:11 AM, Carlos Ribas wrote:

...

Gerald,

Sorry, english is not my mother language, so I guess I was not clear.

Imagine an email of google groups. I'm telling that the customer registered his account with an email from google groups (eg group@company.com) and that group has client1@company.com and client2@company.com. When this client creates a new ticket, a response is not sent to client1@company.com and client2@company.com (clients from group@company.com)

Message logs says the email was sent:

Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118, ArticleID=216) to 'customer name '.

Sent email to 'customer name ' from 'My OTRS server '. HistoryType => SendAutoReply, Subject => [Ticket#2012090406] RE: testing;

But the email was not sent, I also checked spam box. It works well in a "single" email, it's odd.

Regards,

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

2012/9/4 Gerald Young

...
Also, what do the logs say when such email gets sent to your otrs installation?

On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young wrote:

...
I'm sorry. I missed something about that it's the customer''s email address sending the entry? How does a customer send from a group email address?

On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas wrote:

...
Hello Gerald,

Well, I created a new "Auto Responses <-> Queues" with auto reply type. I suppose the customers that created new tickets should receive an answer, regardless of the email address registered in the customer account (single or group). It should work, dont you think?

Regards,

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

2012/9/4 Gerald Young

...
You are dispatching by To: instead of Queue (Admin, PostMaster Mail Accounts) A Queue has a single System Address. That Queue has the autoreply, and the "default" Queue (in SysConfig, "Raw"?) does not.

On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas wrote:

...
Hello all,

I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.com), but it does not work using a group of email (eg noc@company.com or support@company.com).

I can´t understand what happens. Anybody knows why I can´t use group of email?

Best regards,

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

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David Boyes

3:55 p.m.

A lot of the large email services have filters in place to prevent not-so-bright mailing list servers creating feedback loops. Google and Yahoo do for certain. I'd suspect you're getting caught by that code, especially if your mail server is on a range of IP addresses designated as home or small business services. Contact postmaster@google.commailto:postmaster@google.com to find out how you can get your server past that. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Carlos Ribas Sent: Tuesday, September 04, 2012 11:11 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problems with group of email Gerald, Sorry, english is not my mother language, so I guess I was not clear. Imagine an email of google groups. I'm telling that the customer registered his account with an email from google groups (eg group@company.commailto:group@company.com) and that group has client1@company.commailto:client1@company.com and client2@company.commailto:client2@company.com. When this client creates a new ticket, a response is not sent to client1@company.commailto:client1@company.com and client2@company.commailto:client2@company.com (clients from group@company.commailto:group@company.com) Message logs says the email was sent: Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118, ArticleID=216) to 'customer name mailto:customer_group@googlegroups.com>'. Sent email to 'customer name http://googlegroups.com>' from 'My OTRS server mailto:my_otrs_server@company.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2012090406] RE: testing; But the email was not sent, I also checked spam box. It works well in a "single" email, it's odd.

David Boyes

3:41 p.m.

Hello all, I set up my system to automatically respond to the customer when a new ticket is created. It works if the customer uses its own email (eg customer@company.commailto:customer@company.com), but it does not work using a group of email (eg noc@company.commailto:noc@company.com or support@company.commailto:support@company.com). I can´t understand what happens. Anybody knows why I can´t use group of email? I don't understand what you're trying to do. From what you've told us, you've set up OTRS and given customers accounts. If the customer has an account and they use customer@company.commailto:customer@company.com, it works as expected. So far, well and good. The From: line is the customer's ID, correct?. Does noc@company.commailto:noc@company.com exist as a OTRS user, or have you implemented something that does a lookup of *@company.commailto:*@company.com and assigns it to the appropriate OTRS user? If not, what do you *want* OTRS to do? I think we need a little more idea of what you're trying to accomplish.

Carlos Ribas

5 Sep 5 Sep

6:15 p.m.

Hello David,

...

I don’t understand what you’re trying to do. From what you’ve told us, you’ve set up OTRS and given customers accounts. If the customer has an account and they use customer@company.com, it works as expected. So far, well and good. The From: line is the customer’s ID, correct?.

Exactly.

...

Does noc@company.com exist as a OTRS user, or have you implemented something that does a lookup of *@company.com and assigns it to the appropriate OTRS user?****

If not, what do you **want** OTRS to do?

Yes. I have a customer that his ID and email is noc@company.com. In this scenario, he does not receive messages from my OTRS system. To do a test, I created a customer with an email noc@mycompany.com (my email carlos@mycompany.com is part of this group) and when I created a ticket, I did not get the response.

The funny thing is: OTRS says (looking at logs) that the email was sent and the mail account used by OTRS also says the email was sent (looking at sent mail). Via customer panel I can see the response, but nothing arrives in my email. I’d suspect you’re getting caught by that code, especially if your mail server is on a range of IP addresses designated as home or small business services. Contact postmaster@google.com to find out how you can get your server past that. That's what I'm doing right now, I think is my last chance. Answering Gerald: *What happens if you send an email to customer_group@googlegroups.com?* I get the messages. Well, I'm not sure if this is an OTRS issue or not. Thank you, ------------------------------- Carlos Eduardo Ribas

Carlos Ribas

6 Sep 6 Sep

9 p.m.

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 2012/9/5 Carlos Ribas

...

Hello David,

...
I don’t understand what you’re trying to do. From what you’ve told us, you’ve set up OTRS and given customers accounts. If the customer has an account and they use customer@company.com, it works as expected. So far, well and good. The From: line is the customer’s ID, correct?.

Exactly.

...
Does noc@company.com exist as a OTRS user, or have you implemented something that does a lookup of *@company.com and assigns it to the appropriate OTRS user?****

If not, what do you **want** OTRS to do?

Yes. I have a customer that his ID and email is noc@company.com. In this scenario, he does not receive messages from my OTRS system. To do a test, I created a customer with an email noc@mycompany.com (my email carlos@mycompany.com is part of this group) and when I created a ticket, I did not get the response.

The funny thing is: OTRS says (looking at logs) that the email was sent and the mail account used by OTRS also says the email was sent (looking at sent mail). Via customer panel I can see the response, but nothing arrives in my email.

I’d suspect you’re getting caught by that code, especially if your mail server is on a range of IP addresses designated as home or small business services. Contact postmaster@google.com to find out how you can get your server past that.

That's what I'm doing right now, I think is my last chance.

Answering Gerald: *What happens if you send an email to customer_group@googlegroups.com?*

I get the messages. Well, I'm not sure if this is an OTRS issue or not.

Thank you,

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

Steven Carr

9:21 p.m.

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

Carlos Ribas

7 Sep 7 Sep

12:49 a.m.

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 noticeOTRS-CGI-0Sent email to 'Customer client < noc@company.com>' 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

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

Steven Carr

8:05 a.m.

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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David Boyes

3:10 p.m.

...

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).

Yeah. At this point, it's not your server.

Carlos Ribas

10 Sep 10 Sep

12:48 p.m.

Hello all, I was looking for any other log in my server, but all I can see is what I said in the last email. My OTRS system says the message was sent. The account used by OTRS (a google email) also says the email was sent. Here I think there is nothing more to see. I dont know if I can see any MTA log with this scenario. I did a test with a customer using a google group as email. I did not receive the email. I also checked the spam box. I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Thanks for all your help, ------------------------------- Carlos Eduardo Ribas 2012/9/7 David Boyes

...

...
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).

Yeah. At this point, it's not your server.

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Steven Carr

2:11 p.m.

It's not an OTRS issue as you've indicated the email was sent on to Google OK, it is a problem with Google Groups (more than likely their spam filters, or the email address that the email is being sent as does not have the right to deliver mail to the group). Steve On 10 September 2012 13:48, Carlos Ribas wrote:

...

Hello all,

I was looking for any other log in my server, but all I can see is what I said in the last email. My OTRS system says the message was sent. The account used by OTRS (a google email) also says the email was sent. Here I think there is nothing more to see. I dont know if I can see any MTA log with this scenario.

I did a test with a customer using a google group as email. I did not receive the email. I also checked the spam box. I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password.

Thanks for all your help,

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

Carlos Ribas

2:45 p.m.

I don't know Steve, because It works when the customer asks for his password. If the customer receives the password and his email is from a google group, why he can not receive an auto response? The group is set to be public. Best regards, ------------------------------- Carlos Eduardo Ribas 2012/9/10 Steven Carr

...

It's not an OTRS issue as you've indicated the email was sent on to Google OK, it is a problem with Google Groups (more than likely their spam filters, or the email address that the email is being sent as does not have the right to deliver mail to the group).

Steve

On 10 September 2012 13:48, Carlos Ribas wrote:

...
Hello all,

I was looking for any other log in my server, but all I can see is what I said in the last email. My OTRS system says the message was sent. The account used by OTRS (a google email) also says the email was sent. Here I think there is nothing more to see. I dont know if I can see any MTA log with this scenario.

I did a test with a customer using a google group as email. I did not receive the email. I also checked the spam box. I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password.

Thanks for all your help,

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

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/listinfo/otrs

David Boyes

3:11 p.m.

Public or not, they still do some analysis on the *content* of the incoming message, and that's the likely thing that's biting you. Something in the content of the message is triggering a filter at the receiving site. There's nothing OTRS can do about that. From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Carlos Ribas Sent: Monday, September 10, 2012 10:45 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Problems with group of email I don't know Steve, because It works when the customer asks for his password. If the customer receives the password and his email is from a google group, why he can not receive an auto response? The group is set to be public.

Carlos Ribas

14 Sep 14 Sep

12:19 p.m.

I just want to say I tried to do some modifications but I had no success. Now I believe that it is not an OTRS issue :) I would like to say thank you for all your help. Best regards, ------------------------------- Carlos Eduardo Ribas 2012/9/10 David Boyes

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Public or not, they still do some analysis on the **content** of the incoming message, and that’s the likely thing that’s biting you. Something in the content of the message is triggering a filter at the receiving site. There’s nothing OTRS can do about that. ****

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*From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *Carlos Ribas *Sent:* Monday, September 10, 2012 10:45 AM

*To:* User questions and discussions about OTRS. *Subject:* Re: [otrs] Problems with group of email****

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I don't know Steve, because It works when the customer asks for his password. If the customer receives the password and his email is from a google group, why he can not receive an auto response? The group is set to be public.****

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David Boyes

10 Sep 10 Sep

2:53 p.m.

I'm not totally sure if it is an OTRS problem or not, since the customer received the email when he asked for his password. Like I said, at this point, it's not your server. Something outside the OTRS environment is intercepting the mail, based on some criteria you can't see. If he got the password email, then the OTRS server is working and your SMTP service is working. It's something on the receiving side - pretty much your only hope is to get the postmaster of the receiving site to work with you.

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Carlos Ribas
David Boyes
Gerald Young
Steven Carr