Hi Christoph,
the quality of your description of the problem is really excellent.
I can't explain the behavior of your system, but let me try nevertheless...
Christoph Lindemann schrieb:
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 <OTRS_CMD> 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
[EMAIL PROTECTED]
Tue May 23 15:50:04 2006 notice OTRS-PM3-76 Ignored Email (From: Christoph
Lindemann <[EMAIL PROTECTED]>, Message-ID:
<[EMAIL PROTECTED]>) because the X-OTRS-Ignore is set
(X-OTRS-Ignore: yes).
"X-OTRS-Ignore is set" - either in the follow-up-mail received by OTRS
(check the mail-header!) or set by a Postmaster Filter you created.
Tue May 23 15:50:03 2006 notice OTRS-PM3-76 No commands in AgentInterface
email found, send reject to agent
(MessageID:<[EMAIL PROTECTED]>)!
Why "send reject to -agent-". It seems like the mail is recognized as an
mail from an agent (not customer). "No commands" could mean that this
mail is interpreted as a kind of "remote control" of OTRS through mails
from agents. For this mail, no corresponding commands are found.
I don't know this feature - do you use a CVS-version of OTRS?
But perhaps, I'm completely wrong.
Kind regards,
Christoph Lindemann
Bye, Alex
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