Hi, First make sure that your box is sending emails to any domain. To make sure (if you're on a *NIX box), try the following command: mail -s "test mail" user@domain.com < file where file is a text file that you have in the folder where you issue the command. The content of that file will be the body of the message. The only auto-response that I have working is using the auto-reply type and it's sent every time a new ticket is created. In order to configure it, I first went to /otrs/index.pl?Action=AdminSystemAddress and created an email account for the from field. Then I went to /otrs/ index.pl?Action=AdminAutoResponse and created the new notification specifying name, subject, body, choosing autoreply type and using the systemaddress configured in the from field. Don't forget to set it to "valid" Then go to /otrs/index.pl?Action=AdminQueueAutoResponse and associate your autoresponse to your desired queue. Then create a ticket in that queue, a new message should be sent to your client. To make sure go to /otrs/ index.pl?Action=AdminLog you should find two entries similar to the following: Sent auto response (SendAutoReply) for Ticket [1000041] (TicketID=41, ArticleID=314) to '"client" '. Sent email to '"client" ' from 'HelpDesk < helpesk@helpdesk.com>'. HistoryType => SendAutoReply, Subject => [Ticket#1000041] HelpDesk; I hope it helps! Let us know how it goes ;) Leonardo Certuche On Tue, Dec 1, 2009 at 6:16 PM, benjamin anamoah wrote:

Dear Colleagues,

I must first and foremost give gratitiude to some members of the forum who has helped me with their contributions on my Auto Response issue in OTRS; Olivier Sallou, Marco Vaninni, Michael Mayaka, Alexander Halle and especially Michiel Beijen for bringing to me the mistakes i have commited whiles finding solutons to my problems.

There should be no excuses for not acting right towards the honourable members of the forum. But the little i can say is that, as i mostly inform the room that i'm new to the system i am thankful to all who has contributed to the issues i have had with the OTRS concerning the Auto Response and earlier issues on others aside auto response.

Now back to the OTRS Auto Response issue again! I have tried all the suggestions and contributions by the forum and from my personal researches and readings as well but i must confess that it is still not working. I will be very grateful if a much detailed including maybe if possibles any changes in the system files as well so that the system can automatically send re-mails as soon as e-mails are sent from the OTRS Customer-interface back to the customer and give back information on the send mail. For example, "Mail recieved and will attend to you as soon as possible". Marco Vaninni asked me if i can send mail to all. I can only select a queue at a time and send mail to that queue from both sides only. Please I need help with much details from the scratch on the AUTO RESPONSE, thank you.

Benjamin writes.

--- On *Thu, 11/12/09, otrs-request@otrs.org *wrote:

From: otrs-request@otrs.org Subject: otrs Digest, Vol 14, Issue 36 To: otrs@otrs.org Date: Thursday, November 12, 2009, 2:00 AM

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Today's Topics:

1. Help (Gabriel D?az) 2. Re: Help (LQ Marshall) 3. Personalizing Customer Interface and the OTRS Admin Handbook Not too clear to understand (benjamin anamoah) 4. Re: Remove Ticket ID from subject? (Nils Leideck - ITSM) 5. Re: Inserting company logo on OTRS (Stephen Hall)

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Message: 1 Date: Wed, 11 Nov 2009 19:17:59 +0100 From: Gabriel D?az http://mc/compose?to=gaby0806@gmail.com

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Subject: [otrs] Help To: otrs@otrs.org http://mc/compose?to=otrs@otrs.org Message-ID: <929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmail.comhttp://mc/compose?to=929ddf700911111017l5875b38eq48f9e8544bfe4a21@mail.gmail...

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Content-Type: text/plain; charset="iso-8859-1"

Hello. I need help with the notification of OTRS.

When I create a incident, the mail with the notifications, is not sent.

In the log appear this problem:

Nov 11 19:02:57 soporte postfix/pickup[3686]: BBDD64837B: uid=33 from=<> Nov 11 19:02:57 soporte postfix/cleanup[4471]: BBDD64837B: message-id=<1257962577.571619.97190515@soporte.dsignehttp://mc/compose?to=1257962577.571619.97190515@soporte.dsigne

...

Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: from=<>, size=2094, nrcpt=1 (queue active) Nov 11 19:02:57 soporte postfix/smtp[4473]: warning: no MX host for signe.eshas a valid address record Nov 11 19:02:57 soporte postfix/smtp[4473]: BBDD64837B: to=< soporte@signe.es http://mc/compose?to=soporte@signe.es>, relay=none, delay=0.01, delays=0.01/0/0/0, dsn=5.4.4, status=bounced (Host or domain name not found. Name service error for name=zmail2.signe.estype=A: Host not found) Nov 11 19:02:57 soporte postfix/qmgr[3687]: BBDD64837B: removed

Someone can i help me. Please.

Sorry but my english is not very good.

Thanks