[otrs] Sent no 'auto reply' for Ticket

[Amit Bondwal]

Hello,

I set up otrs on debian wheezy and it was working fine.

After sometime auto response mails stop working. 

When I check the system logs it gives the log

Sent no 'auto reply' for Ticket

I searched for this a lot, And found that x-loop header should not be mention

in mail filter for queue. I don't have x-loop header in mail filter queue.

I also found that this is not a error of otrs your mailing list is blocking of mail filter queue with x-loop header.

I don't have any x-loop header in mail filter queue. 

If this is not the problem in otrs then how it was working before and stop working

after sometime.

I am able to sent email notification manually editing responses.

Regards

Amit Bondwal

[Gerald Young]

An inbound email that comes from a mailing list is automatically going to not autoreply to prevent looping.

We of the mailing list can't have access to your logs, and our crystal ball gets a bit fuzzy. If OTRS says it sent no Auto Reply, when does it stop? Does it stop forever, for all incoming tickets? Does it stop for a specific ticket/sender that it replied to before? Does is stop for a specific sender that it autoreplied to before but never autoreplies again? Does it stop for a specific ticket or response and then work again for a new ticket or response?

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[Amit Bondwal]

Hi Gerald, 

Thanks for your reply. It was auto replying to every email ticket, now it is stop working for every email ticket.

For your comment:-

"An inbound email that comes from a mailing list is automatically going to not autoreply to prevent looping."

How can I enable this and prevent looping.

 

While auto agent notification are working properly.

I am new to otrs, I found only system logs in otrs if it generate any other logs please tell me, I will post those logs on mailing list.

Regards

Amit Bondwal

[Gerald Young]

In OTRS, there is a tab labelled Admin.

Within that tab, there's a link called System Log.

When you receive a message, the logs will indicate things.

How do messages get created within OTRS for you? Is the OTRS mailbox a member of a mailing list and all tickets are generated from the mailing list? If you don't have loop check this is what happens:

1) user sends an email to mailing list

2) OTRS' mailbox receives the email

3) OTRS creates a ticket and sends an autoresponse to the mailing list

4) OTRS' mailbox receives the autoresponse

5) OTRS attaches the "Thank you for creating a ticket" to the ticket

6) If autofollowups are enabled, OTRS now sends a "I received your followup" to the mailing list

7) OTRS' mailbox receives the autofollow

8) OTRS attaches the followup to the ticket

9) go to 6

But without error messages and a way to replicate, I can't help you. 

[Neeraj Kumar]

1.       Create custom reports from the OTRS database for Support. This will entail a webpage allowing Support to do custom reports from the OTRS MySQL database. The first report they will need is one that give the following information.

Sub ID

Co ID

Login

User full name

Owner of the ticket

Ticket type

Ticket subject

Full body of email ticket and the corresponding messages

Full body of the phone ticket

When the ticket was open

When the ticket was closed

When/if the ticket was escalated

Duration from open to closed

[Amit Bondwal]

Hi Gerald,

Thanks for reply, In my case, 

1) user sends an email to mailing list

2) OTRS' mailbox receives the email and filter them to different queues.

3) OTRS creates a ticket and sends an autoresponse to the mailing list

4) OTRS' mailbox receives the autoresponse

5) OTRS attaches the "Thank you for creating a ticket" to the ticket

6) If autofollowups are enabled, OTRS now sends a "I received your followup" to the mailing list

7) OTRS' mailbox receives the autofollow

8) OTRS attaches the followup to the ticket

9) go to 6

Please below logs for two mails they generated the ticket and auto agent response but no auto response to customer.

Dabur is mail filtering queue name.

Thu May 1 17:10:05 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 IMAP: Fetched 1 email(s) from support/support.udyansh.org.

Thu May 1 17:10:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'tir...@udyansh.org'.

Thu May 1 17:10:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'amitb...@udyansh.org'.

Thu May 1 17:10:03 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent no 'auto reply' for Ticket [1000079] ()

Thu May 1 17:10:01 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [1000079/test auto mail ] created (TicketID=79,Queue=Dabur,Priority=3 normal,State=new)

Thu May 1 17:10:01 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Filter: 'Dabur' Set param 'X-OTRS-Queue' to 'Dabur' (Message-ID: <1398944238.151...@web193106.mail.sg3.yahoo.com>)

Thu May 1 17:00:05 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 IMAP: Fetched 1 email(s) from support/support.udyansh.org.

Thu May 1 17:00:05 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'tir...@udyansh.org'.

Thu May 1 17:00:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent agent 'NewTicket' notification to 'amitb...@udyansh.org'.

Thu May 1 17:00:04 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Sent no 'auto reply' for Ticket [1000078] ()

Thu May 1 17:00:03 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 New Ticket [1000078/check auto resp] created (TicketID=78,Queue=Dabur,Priority=3 normal,State=new)

Thu May 1 17:00:03 2014 notice OTRS-otrs.PostMasterMailbox.pl-10 Filter: 'Dabur' Set param 'X-OTRS-Queue' to 'Dabur' (Message-ID: <CAJ=k2iF+vCxv6nrQEaEPGi5QoXiEhi5R=EW7q=Lq8HiM...@mail.gmail.com>)

Thu May 1 16:46:31 2014 notice OTRS-CGI-10 User: amit authentication ok (REMOTE_ADDR: 115.240.76.117).

@neeraj:- Is create custom report is related to my issue?

Regards

Amit Bondwal