Gerald,
Sorry, english is not my mother language, so I guess I was not clear.
Imagine an email of google groups. I'm telling that the customer
registered his account with an email from google groups (eg
[email protected]) and that group has [email protected] and
[email protected]. When this client creates a new ticket, a response is
not sent to [email protected] and [email protected] (clients from
[email protected])
Message logs says the email was sent:
Sent auto response (SendAutoReply) for Ticket [2012090406] (TicketID=118,
ArticleID=216) to 'customer name <[email protected]>'.
Sent email to 'customer name <customer_group @googlegroups.com>' from 'My
OTRS server <[email protected]>'. HistoryType => SendAutoReply,
Subject => [Ticket#2012090406] RE: testing;
But the email was not sent, I also checked spam box. It works well in a
"single" email, it's odd.
Regards,
-------------------------------
Carlos Eduardo Ribas
2012/9/4 Gerald Young <[email protected]>
> Also, what do the logs say when such email gets sent to your otrs
> installation?
>
>
> On Tue, Sep 4, 2012 at 9:56 AM, Gerald Young <[email protected]> wrote:
>
>> I'm sorry. I missed something about that it's the customer''s email
>> address sending the entry? How does a customer send from a group email
>> address?
>>
>>
>> On Tue, Sep 4, 2012 at 9:38 AM, Carlos Ribas <[email protected]> wrote:
>>
>>> Hello Gerald,
>>>
>>> Well, I created a new "Auto Responses <-> Queues" with auto reply
>>> type. I suppose the customers that created new tickets should receive an
>>> answer, regardless of the email address registered in the customer account
>>> (single or group). It should work, dont you think?
>>>
>>> Regards,
>>>
>>> -------------------------------
>>> Carlos Eduardo Ribas
>>>
>>>
>>>
>>>
>>> 2012/9/4 Gerald Young <[email protected]>
>>>
>>>> You are dispatching by To: instead of Queue (Admin, PostMaster Mail
>>>> Accounts)
>>>> A Queue has a single System Address.
>>>> That Queue has the autoreply, and the "default" Queue (in SysConfig,
>>>> "Raw"?) does not.
>>>>
>>>> On Tue, Sep 4, 2012 at 8:11 AM, Carlos Ribas <[email protected]> wrote:
>>>>
>>>>> Hello all,
>>>>>
>>>>> I set up my system to automatically respond to the customer when a
>>>>> new ticket is created. It works if the customer uses its own email (eg
>>>>> [email protected]), but it does not work using a group of email
>>>>> (eg [email protected] or [email protected]).
>>>>>
>>>>> I can´t understand what happens. Anybody knows why I can´t use
>>>>> group of email?
>>>>>
>>>>> Best regards,
>>>>>
>>>>> -------------------------------
>>>>> Carlos Eduardo Ribas
>>>>>
>>>>>
>>>>>
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>>>>
>>>>
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>>
>>
>
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