Autoresponse

osticket_humak

Autoresponse does not work. I have
osTicket Version v1.18.2 (53339df) — Up to date
Web Server Software Apache/2.4.62 (AlmaLinux) OpenSSL/3.2.2 mod_fcgid/2.3.9
MySQL Version 10.5.27
PHP Version 8.2.27

I can reply to tickets and email gets sent, I can send diagnostic emails to test. I can see from the maillog the emails being sent. When a new ticket arrives for the queue which belongs to a departments and template is set there is no activity seen in the maillog. It seems that OsTicket does not react in anyway.

KevinTheJedi

osticket_humak

I would suggest reviewing the Alerts and Notices Guide to ensure you have everything enabled properly:

https://docs.osticket.com/en/latest/Guides/Alerts%20Guide.html

Cheers.

osticket_humak

Anyway we can debug what is wrong? No errors in DEBUG logs from osticket, no activity in maillog on server. Everything has been checked by me and another person. I looked thru that document before.

What triggers the response? A php script run by cron is it this /usr/bin/php /osticket/api/cron.php? The same script that gets the new emails?

osticket_humak

in include/class.ticket.php, line 4547 I put $autorespond = true ; and it works.

So how can I tell what is not allowing it to get sent?

KevinTheJedi

osticket_humak

Post raw email headers for an example email and I’ll review it to see.

Cheers.

osticket_humak

So this is an autoresponse email when I have set in code $autorespond = true ;

Return-Path: <virpi@something.fi>
Delivered-To: user@something.fi
Received: from mail.something.fi
    by mail.alexandersolutions.fi with LMTP
    id hyqREADAvWcZLgAAI3VbZw
    (envelope-from <virpi@something.fi>)
    for <user@something.fi>; Tue, 25 Feb 2025 15:05:04 +0200
Received: from postfix.something.fi (_dmarc.something.fi [199.199.199.199])
    by mail.something.fi (Postfix) with ESMTP id 2989B40A4AD6
    for <scott@something.fi>; Tue, 25 Feb 2025 15:05:04 +0200 (EET)
Received: from olos.something.fi (unknown [10.98.14.164])
    (using TLSv1.3 with cipher TLS_AES_256_GCM_SHA384 (256/256 bits)
    key-exchange X25519 server-signature RSA-PSS (4096 bits) server-digest SHA256)
    (No client certificate requested)
    by postfix.something.fi (Postfix) with ESMTPS id 921AF40E0D68
    for <scott@something.fi>; Tue, 25 Feb 2025 15:04:13 +0200 (EET)
DKIM-Filter: OpenDKIM Filter v2.11.0 postfix.something.fi 921AF40E0D68
Received: from olos.something.fi (localhost [127.0.0.1])
    by olos.something.fi (Postfix) with ESMTP id 5E1E54071A50
    for <scott@something.fi>; Tue, 25 Feb 2025 15:05:02 +0200 (EET)
Date: Tue, 25 Feb 2025 13:05:02 +0000
Message-ID: <BUKscN0-HTYRv-AwAAACEAAAAcAAAAVWENvNfo-virpi@humak.fi>
From: =?utf-8?Q?Virpi?= <virpi@something.fi>
Subject: =?UTF-8?Q?Uusi=20tiketti=20luotu=20[#775611]?=
In-Reply-To: <869d4a6d.AW4AAGS4HAgAAAAAAAAAAKRcnUkAAYB6jO0AAAAAAAl8HgBnvb_a@mailjet.com>
References: <869d4a6d.AW4AAGS4HAgAAAAAAAAAAKRcnUkAAYB6jO0AAAAAAAl8HgBnvb_a@mailjet.com>
X-Mailer: =?UTF-8?Q?osTicket=20Mailer?=
Precedence: =?UTF-8?Q?auto=5Freply?=
X-Autoreply: =?UTF-8?Q?yes?=
X-Auto-Response-Suppress: =?UTF-8?Q?DR=2C=20RN=2C=20OOF=2C=20AutoReply?=
Auto-Submitted: =?UTF-8?Q?auto-replied?=
To: =?utf-8?Q?Scott=20Alexander?= <scott@something.fi>
MIME-Version: 1.0
Content-Type: multipart/alternative;
    boundary="=_1ff41e8abac0b946503a9770f3b86a94"

KevinTheJedi

osticket_humak

Ahh, I see now. So with osTicket we see some headers as "automatic response" headers which prevents alerts from sending out to prevent loops, etc. It's highly likely that if an email was automatically submitted it will have an auto-responder or something which if we send an alert will send a new email which will trigger a new alert and so on.

In your case you have quite a few that would mark the email as an automatic response and prevent alerts:

Auto-Submitted: =?UTF-8?Q?auto-replied?=
Precedence: =?UTF-8?Q?auto=5Freply?=
X-Autoreply: =?UTF-8?Q?yes?=
X-Auto-Response-Suppress: =?UTF-8?Q?DR=2C=20RN=2C=20OOF=2C=20AutoReply?=

The only way to get around this is to modify the codebase.

Cheers.

osticket_humak

Looking at the code I see ot gets set to false because of this line

Messages that are clearly auto-responses from email systems should

not have a return 'ping' message

if (isset($vars['mailflags']) && $vars['mailflags']['bounce']){
$autorespond = false;
error_log ("SET FALSE 02") ;
}

The test emails I have sent have just come from gmail account and my own personal email.

There is a danger I get two system sending emails back and forth.

Any ideas? If ticket_id set to false?

osticket_humak

We also check our MS 365 that's it's not adding any extra headers

KevinTheJedi

osticket_humak

In the example above that wouldn't be the case; it'd be the case of the headers that I went over in my message above.

You must be talking about a new email you haven't shared the headers for. Anyways, the bounce flag likely comes from here or here. At this point all I can tell you is something is going on with your mail headers that causing the issue. This is simply how our system functions with said mail headers. You must modify the codebase to change the behavior if so desired. When modifying the codebase you are always on your own as you are deviating from core. The code is open source and publicly available on Github. You will proceed at your own risk. Good luck!

Cheers.