Hi Alex, Thank you for the help, it pointed me in the right direction.
The problem was, that I had enabled Ticket->Core::PostMaster::PreFilterModule###999-AgentInterface After disableing that option, it works. Kind regards, Christoph Lindemann > -----Original Message----- > From: [EMAIL PROTECTED] [mailto:[EMAIL PROTECTED] Behalf Of > Alexander Scholler > Sent: Wednesday, May 24, 2006 6:57 AM > To: User questions and discussions about OTRS.org > Subject: Re: [otrs] "AgentEmail rejected" problems > > > 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 > _______________________________________________ > 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 > Support oder Consulting für Ihr OTRS System? > => http://www.otrs.de/ > _______________________________________________ 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 Support oder Consulting für Ihr OTRS System? => http://www.otrs.de/
