It sounds like you are going to have to do some tracing down of the email specifics or get another SMTP server.

I detect a lot off memory errors in my webserver log. Could that be connected to the error?20.05.2016 11 xxxxx.scheuermatthof.de PHP Fatal error:  Allowed memory size of 134217728 bytes exhausted (tried to allocate 84 bytes) in /mnt/web4/c0/00/51140000/htdocs/scheuermatthof_de/osticket/include/class.filter.php on line 325, referer: http://xxxxx.scheuermatthof.de/scp/tickets.php

If every else works, I'd say no.  I'd try a different SMTP server, if possible.

I checked it now with two different hosted SMTP-servers: german company strato & web.deBoth of them doesn't work with canned repay as soon as the get e-mails with a different e-mail address in the REPLAY-TO field. :-(I also tried to test it with a gmail account. But I couldn't activate googlemail smtp because of some smtp log in error.Is anyone working with the REPLAY-TO option and canned responses?

and one more conclusion:The replay-to options works with mail that I'm sending from gmail (there I can add a replay-to address).It doesn't work with emails that I'm sending with Newsletter Genius (there i can add a replay-to address).Without replay-to email my testcase works very well for both ways of sending.So I'm very sure there is some kind of 'error' or incapacity of osTicket to handle some of the emails with replay-to addresses!

You are going to have to figure out some method of testing in such a way that you can view what's going on via a log or some other method, IMHO.

10 days later

I get the information that some of me 'lost replay' cases are happening because there is an 'Precedence: bulk' header information in the incoming mails. It seems that osTicket is creating a ticket and for some strange reasons refuse to send the automatic canned replay without any information or debug entry in the system log.Can anyone confirm that?And still I have incoming mails from 2 other senders with 'replay to' header where the automatic canned replays get lost ... independent witch internal sending email I'm using. :-(

Just because I can't think of anything else to check off the top of my head can you try changing Admin panel -> Settings -> System -> Default Log Level to DEBUG.

Sure I have activated DEBUG as log level. There are not very much informations in the DEBUG level. Nearly only the starts of the cron jobs.

Is this still the case now that its been a few days?

Yes it is. I just don't have the time to examine it. In some cases it don't work at all (gruppenhaus.de). In some cases some email addresses in the replay-to field are working, others not (schwarzwald.de).

A friend of my also installed osTicket and experiences the same issues.

In the meantime I installed a 1.10 rc2 test system. I will do some test cases if I had more time. hopefully next week.

I cannot seem to replicate what you are saying, but please let us know what you find.

8 months later

After month of 'lost automatic responses' I now migrated to osticket 1.10 ... and still the same bug. :-(I'm still suposing that osticket has problems with some kind of incoming emails.my e-mail filter is working. If I just send a e-mail with some trigger word I get an automatic response backif I get an incoming e-mail via gruppenhaus.de the automatic response is in the ticket log but the my test email sender doesn't receive the answer.Heres the header of one of that incoming e-mail:Delivered-To: imbirkenweg@gmail.com

Received: by 10.31.219.4 with SMTP id s4csp388739vkg;

Tue, 7 Feb 2017 10 -0800 (PST)

X-Received: by 10.28.64.132 with SMTP id n126mr15533664wma.107.1486491781040;

Tue, 07 Feb 2017 10 -0800 (PST)

Return-Path: <d003232@web.de>

Received: from mi6-p00-ob.smtp.rzone.de (mi6-p00-ob.smtp.rzone.de. )

by mx.google.com with ESMTPS id d64si13159103wmh.24.2017.02.07.10.23.00

for <imbirkenweg@gmail.com>

(version=TLS1_2 cipher=ECDHE-RSA-AES128-GCM-SHA256 bits=128/128);

Tue, 07 Feb 2017 10 -0800 (PST)

Received-SPF: fail (google.com: domain of d003232@web.de does not designate 2a01: as permitted sender) client-ip=2a01:;

Authentication-Results: mx.google.com;

spf=fail (google.com: domain of d003232@web.de does not designate 2a01: as permitted sender) smtp.mailfrom=d003232@web.de

X-RZG-FWD-BY: info@scheuermatthof.de

Received: from mailin.rzone.de () by mailin.rzone.de (RZmta 39.12) with LMTPA; Tue, 7 Feb 2017 19 +0100 (CET)

Authentication-Results: strato.com 1; spf=fail

smtp.mailfrom="d003232@web.de"; dkim=none; domainkeys=none; dkim-adsp=none

header.from="d003232@web.de"

X-Strato-MessageType: email

X-RZG-CLASS-ID: mi00

Received-SPF: fail (strato.com: domain web.de does not designate 87.106.49.24 as permitted sender) client-ip=87.106.49.24; helo="mail263759202.mywebspace.zone"; envelope-from="d003232@web.de"; receiver=smtpin.rzone.de; identity=mailfrom;

Received: from mail263759202.mywebspace.zone () by smtpin.rzone.de (RZmta 39.12 REPLY) with ESMTPS id w047a0t17IMigNE (using TLSv1 with cipher AES256-SHA (256 bits)) (Client did not present a certificate) for <info@scheuermatthof.de>; Tue, 7 Feb 2017 19 +0100 (CET)

Received: from (helo=infongd6748.rtr.kundenserver.de) by mail263759202.mywebspace.zone with esmtp (Exim 4.72) (envelope-from <d003232@web.de>) id 1cbAPc-0002zw-GV for info@scheuermatthof.de; Tue, 07 Feb 2017 19 +0100

Received: from 149.172.83.75 (IP may be forged by CGI script)

by infongd6748.rtr.kundenserver.de with HTTP

id 0XY3Ml-1ck06G260O-008oRI; Tue, 07 Feb 2017 19 +0100

X-Sender-Info: <263759202@infongd6748.rtr.kundenserver.de>

Date: Tue, 07 Feb 2017 19 +0100

Message-Id: <0XY3Ml-1ck06G260O-008oRI@infongd6748.rtr.kundenserver.de>

Precedence: bulk

X-Apache-Env: www-ip="MTQ5LjE3Mi44My43NQ==";helo="aW5mb25nZDY3ND gucnRyLmt1bmRlbnNlcnZlci5kZQ==";script="L2FqYXhiZW xlZ3VuZ3NhbmZyYWdlLnBocA=="

To: info@scheuermatthof.de

Subject: Anfrage von gruppenhaus.de Schwarzwald-Chalet Scheuermatthof 1071725

MIME-Version: 1.0

Content-type: text/html; charset=iso-8859-1

From: <d003232@web.de>

Reply-To: d003232@web.de

Content-Transfer-Encoding: 8bit

X-Mailer: Gruppenhaus HTML-Mailer v1.0

Have you tried using a gmail account as your system email for testing?Have you updated your language packs using the download section of website?Have you tried using English only for testing?Do you have any sort of security on your email system that may be blocking certain emails? - Probably not but still asking.

Yes, it's the same with the gmail accoun as auto-response e-mail addressI tested it with english only, with english, with german.No. I don't receive the e-mails localy.One idea is still the  Precedence: bulk header. Could that block something without notice in the log???

According to the devs osTicket does not block the Precedence: bulk header.  Sorry it took so long I was waiting for a response.

What can I do now to come to a solution? The email from the department in osticket is working fine. The filter is working fine. Everyone can send an email with the trigger words and will get an automatic response. Only the emails with the inquiries from gruppenhaus.de will never get an answert. There must be something strange how that emails are processes by osticket ... but nothing that I can solve by myselfe ... :-(

I've asked the devs to take a look at this thread.  If there is only one domain that you are having an issue with then it has to be something with that domain (DNS, mailheaders, etc). I would suggest that you look at the headers of one that works and compare it to the one that does not and do apples and oranges.

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