Hello all,
I was checking today, if the costumer "[email protected]" asks for a new
password, he will receive the email. So why he do not receive email when a
new ticket is created? Probably I have something misconfigured, but my
queue is set to have an auto response of “auto reply” and it works to other
costumers.
I really can't understand. I will appreciate any help.
Best regards,
-------------------------------
Carlos Eduardo Ribas
2012/9/5 Carlos Ribas <[email protected]>
> Hello David,
>
>> I don’t understand what you’re trying to do. From what you’ve told us,
>> you’ve set up OTRS and given customers accounts. If the customer has an
>> account and they use [email protected], it works as expected. So far,
>> well and good. The From: line is the customer’s ID, correct?.
>>
>> Exactly.
>
>> Does [email protected] exist as a OTRS user, or have you implemented
>> something that does a lookup of *@company.com and assigns it to the
>> appropriate OTRS user?****
>>
>> If not, what do you **want** OTRS to do?
>>
>> Yes. I have a customer that his ID and email is [email protected]. In this
> scenario, he does not receive messages from my OTRS system. To do a test, I
> created a customer with an email [email protected] (my email
> [email protected] is part of this group) and when I created a ticket,
> I did not get the response.
>
> The funny thing is: OTRS says (looking at logs) that the email was sent
> and the mail account used by OTRS also says the email was sent (looking at
> sent mail). Via customer panel I can see the response, but nothing arrives
> in my email.
>
> I’d suspect you’re getting caught by that code, especially if your mail
> server is on a range of IP addresses designated as home or small business
> services. Contact [email protected] to find out how you can get your
> server past that.
>
> That's what I'm doing right now, I think is my last chance.
>
>
> Answering Gerald:
> *What happens if you send an email to [email protected]?*
>
> I get the messages. Well, I'm not sure if this is an OTRS issue or not.
>
> Thank you,
>
> -------------------------------
> Carlos Eduardo Ribas
>
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