What happens if you send an email to [email protected]? By default, a group email may not necessarily authorize external emails to group members. This would be a configuration issue with the recipient group, not an issue with OTRS.
On Tue, Sep 4, 2012 at 11:11 AM, Carlos Ribas <[email protected]> wrote: > 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 >>>>>> >>>>>> >>>>>> >>>>>> --------------------------------------------------------------------- >>>>>> 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 >>>>>> >>>>> >>>>> >>>>> --------------------------------------------------------------------- >>>>> 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 >>>>> >>>> >>>> >>>> --------------------------------------------------------------------- >>>> 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 >>>> >>> >>> >> >> --------------------------------------------------------------------- >> 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 >> > > > --------------------------------------------------------------------- > 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 >
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