Thanks Kevin. There's nothing about "no maill will be sent to this user", and if I click reply I can see that replies do go to that user (and that is in fact what happens).
The only time we see the problem is when a new ticket is created, when the log says: bugzilla-internal@[redacted].com was blacklisted for outbound mail on this transaction The autoreply template does have some conditional code to handle mail from bugzilla: it is possible that something in the template leads to the "blacklisted" message above? I can post the template if that helps. Thanks, Keith -- "You can have everything in life you want if you help enough other people get what they want" - Zig Ziglar. Who did you help today?