Autoresponse not working for select fetched emails

jheise

I have two osticket instances running on 1.8 that will not send an automatic ticket opened via email for messages that are generated out of one of our other web forms. Basically the webform just sends an email to the mailbox that is polled for osticket use a ticket is created, but no email is sent to the "from email" that is pulled from the original email.

Other emails sent to Osticket work fine. No errors are logged on the osticket side. Osticket info:

Here are relevant headers from the email, its all emails from this web form so I am sure it has something to do with the composition of the message but I would really appreciate any hints as to what it may be. I tried recreating the message with similar headers in a different program to figure out what it may not like and was not able to get it to happen:

From: John Smith/RED<John.smith@redacted.com>
To: osticket@redacted.com,
	John.smith@redacted.com
Reply-To: John Smith/RED<John.smith@redacted.com>
Date: Mon, 17 Jun 2024 15:32:07 -0500
Subject: Order submitted by Redacted User/RED for Redacted info/Redacted info
REDACTED COMPANY INC 0001060828 (0001060828)
Message-ID: <OF95D72A59.334EAF1E-ON86258B3F.0070CDE8@redacted.com>
X-MailFwdBy: CN=redacted FWD/O=Redacted
Auto-Submitted: auto-forwarded
X-MIMETrack: Itemize by HTTP Server on Redacted() at
 06/17/2024 03:32:07 PM,
	Serialize by Router on Reacted at
 06/17/2024 03:32:08 PM
Content-Type: multipart/mixed;
	boundary="==IFJRGLKFGIR38176UHRUHIHD"
Return-Path: <>
X-MS-Exchange-Organization-ExpirationStartTime: 17 Jun 2024 20:32:08.4348
 (UTC)
X-MS-Exchange-Organization-ExpirationStartTimeReason: OriginalSubmit
X-MS-Exchange-Organization-ExpirationInterval: 1:00:00:00.0000000
X-MS-Exchange-Organization-ExpirationIntervalReason: OriginalSubmit
X-MS-Exchange-Organization-Network-Message-Id:
 842f7b0e-a593-4ae5-af2c-08dc8f0c8f2e
X-EOPAttributedMessage: 0
X-MS-Exchange-Organization-MessageDirectionality: Originating
X-MS-PublicTrafficType: Email
X-MS-TrafficTypeDiagnostic:
 SJ1PEPF0000231D:EE_|PH7PR10MB6081:EE_|PH7PR10MB5878:EE_
X-MS-Exchange-Organization-AuthSource:
 SJ1PEPF0000231D.namprd03.prod.outlook.com
X-MS-Exchange-Organization-AuthAs: Anonymous
X-OriginatorOrg: redacted.com
X-MS-Office365-Filtering-Correlation-Id: 842f7b0e-a593-4ae5-af2c-08dc8f0c8f2e
X-MS-Exchange-AtpMessageProperties: SL
X-MS-Exchange-Organization-SCL: -1
X-MS-Exchange-Organization-BypassClutter: true
X-Microsoft-Antispam: BCL:0;ARA:13230037|34020700013|82310400023;
X-Forefront-Antispam-Report:
X-Auto-Response-Suppress: DR, OOF, AutoReply
X-MS-Exchange-ForwardingLoop:
 ForwardingHandled;536d0118-1d0f-4c31-9c88-e33e5001aa72
X-MS-Exchange-CrossTenant-OriginalArrivalTime: 17 Jun 2024 20:32:08.1223
 (UTC)
X-MS-Exchange-CrossTenant-Network-Message-Id: 842f7b0e-a593-4ae5-af2c-08dc8f0c8f2e
X-MS-Exchange-CrossTenant-Id: 536d0118-1d0f-4c31-9c88-e33e5001aa72
X-MS-Exchange-CrossTenant-AuthSource:
 SJ1PEPF0000231D.namprd03.prod.outlook.com
X-MS-Exchange-CrossTenant-AuthAs: Anonymous
X-MS-Exchange-CrossTenant-FromEntityHeader: HybridOnPrem
X-MS-Exchange-Transport-CrossTenantHeadersStamped: PH7PR10MB6081
X-MS-Exchange-Transport-EndToEndLatency: 00:00:46.5386810
X-MS-Exchange-Processed-By-BccFoldering: 15.20.7677.026

jheise

jheise Also meant to include that if you post a agent reply in the ticket it sends that no problem. its just the initial auto reply that does not appear to be attempted (at least not according to the logs on the SMTP server that handles the messages for osticket)

KevinTheJedi

jheise

I was going to say the Auto-Submitted header but we don’t target the auto-forwarded value; so it doesn’t appear to be that.

Does the From header contain the user’s actual email address? Does the To header contain an actual System Email (ie. an email you have added under Admin Panel > Emails > Emails)? Is the Auto-Responder disabled at the System Email level (ie. the email you are fetching from)? What Help Topic and Department do these specific Tickets go to? Can you check those specific Help Topic and Department configurations to see if the Auto-Responder is disabled? What about any Ticket Filters that disable the Auto-Responder?

Cheers.

jheise

KevinTheJedi Sorry I meant to reply direct but posted a generic thread reply. Thank you kindly for responding.

Does the From header contain the user’s actual email address? - Yessir I just redacted it but kept the structure of the address as a reference. I've updated the info with a generic email address that will hopefully make it a little more clear.

Does the To header contain an actual System Email (ie. an email you have added under Admin Panel > Emails > Emails)? - Yessir it does.

Is the Auto-Responder disabled at the System Email level (ie. the email you are fetching from)? - No sir it is not disabled there.

What Help Topic and Department do these specific Tickets go to? - The default help topic is applied, which for us is "Problem".

KevinTheJedi

jheise

Aha, it’s the AutoReply value within the X-Auto-Response-Suppress header that’s causing it. You can see where we check that here:

https://github.com/osTicket/osTicket/blob/4689926b2d3d25754f0ddcf8d4e181a2817f6d56/include/class.filter.php#L908

What causes that header to be added? I’m not so sure. It’s likely the way your other system is generating the email or something with the way it is delivered to the system email’s mailbox or something with that mailbox’s configurations outside of osTicket. Regardless, in the real world this header and specific value boils down to meaning “don’t send me back any auto-replies”. So our system is behaving as any mail server would in that regard (ie. we are not sending back an auto-response as it has instructed us not to).

Cheers.

jheise

KevinTheJedi Perfect, that's what I needed and thank you for providing clear links to the relevant class files so I can take a look for future issues.