[resolved] No end-user emails are sent

Rip-Burger

Hello dear community,

here's the problem:
There are no end-user emails sent (e.g. when the user sends a mail and a new ticket is created in the system).

Configuration:

Explanation:
aaaa@a.de is a real existing mailbox from which the mails are retrieved and sent.
bbbb@b.de is a pure forwarding (i.e. without a mailbox behind it), which forwards the mails to aaaa@a.de. So far it works as well.

For the user only the bbbb@b.de address should be "visible".
The user therefore writes to bbbb@b.de, which is forwarded to aaaa@a.de.
osTicket picks up the mail, creates a new ticket and notifies the internal agent, but not the user.
If the mail goes directly to aaaa@a.de, the user is notified.

I suspect that this is somehow related to the fact that the mail from the user has bbbb@b.de in the to: row and osTicket has a problem with that.

Can you help here? Did I set a setting wrong?

Thanks a lot for the answers!

Many greetings
Jochen

ntozier

You would need to check the mailserver error logs. I think that you might be correct, but the mail server might not allow the sending of emails from b.de using the a.de address.

Rip-Burger

Thanks, I will check it and give a reply.

Rip-Burger

So, problem detected.

For everyone:
osTicket checks if a mail is marked as "automatically generated/sent". You can find these informations in the header. If this is the case, no auto-reply mail is sent by osTicket.

If a mail is forwarded, it will be marked that way...

Ticket can be closed.