The email address in which customers email to via their email client or our contact us section on the site is: customercare@joann.com All agents have an email address of: a@joann.com b@joann.com c@joann.com d@joann.com These are setup for each agent in the system. Should they be responding to the tickets using their own email address to fix this? I could have sworn that this was working OK before changing over to this email address - it worked fine with another @joann.com email address that I setup for testing purposes. I have the system email address setup as: customercare@joann.com I am running POP3 to connect to my exchange server to download into OTRS. All emails from OTRS to the outside world are going through a local mail relay. The autoresponse email is going out based on subject line, but OTRS answers itself right afterwards. I went into one pair of tickets (original ticket that came in, and the immediate OTRS response to itself) and selected the close option. The correct ticket shows the customer's name in the To: field, while the other ticket shows customercare@joann.com as the user - both have customercare@joann.com in the To: field. We responded to some of my test emails into the system, and I am getting those responses. But, we are still stuck with the duplicate email where customercare@joann.com is shown as the forwarder of the email. Please let me know if I'm not understanding your response - I waited long enough to get this system going and this is the only glitch in the system. Juan -----Original Message----- From: Robert Kehl [mailto:robert.kehl@otrs.de] Sent: Friday, June 11, 2004 10:40 AM To: User questions and discussions about OTRS. Subject: Re: [otrs] Filtering and Auto Responses On Friday, June 11, 2004 6:47 PM Juan Gonzalez wrote:

From: "customer care" To: "customer care"

Take care that you either do not use a system email adress as an agent's adress or ensure that the reply that OTRS sends out to you as an agent doesn't take the same way as incoming emails do. You'll most likely end up with what you have: OTRS answering itself. Blame the built-in loop protection for not ending up with several thousands of emails. Regards, Robert Kehl -- ((otrs.de)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Tel. +49 (0)6172 4832388