Default auto reply trigger failure

Technical assistance
1
  • Used Zammad version: 3.1
  • Used Zammad installation source: Source
  • Operating system: ubuntu
  • Browser + version: Google Chrome Version 77.0.3865.90 (Official Build) (64-bit)

Expected behavior:

  • When receiving a new email from a custormer, the system should reply with with the auto reply email.

Actual behavior:

  • Currently no email is being sent. In the logs we find the following entries:

I, [2019-10-02T15:07:11.653703] INFO – : fetching imap (google mail server/system@mydomain.net port=993,ssl=true,starttls=false,folder=SupportChannels/BYD,keep_on_server=false)
I, [2019-10-02T15:07:13.026208] INFO – : - message 1/1
I, [2019-10-02T15:07:13.787672] INFO – : Process email with msgid ‘000f01d57932$ff1130a0$fd3391e0$@customerdomain.com’
I, [2019-10-02T15:07:13.833009] INFO – : Enqueued SearchIndexJob (Job ID: af306554-4549-4632-bdd3-eba183f2c10d) to DelayedJob(default) with arguments: “User”, 10
I, [2019-10-02T15:07:14.858205] INFO – : Can’t fetch image for ‘customer1@customerdomain.com’ (maybe no avatar available), http code: 422
I, [2019-10-02T15:07:14.883338] INFO – : set_attributes_by_x_headers header x-zammad-ticket-customer_id found. Assign customer_id=10
I, [2019-10-02T15:07:14.913393] INFO – : set_attributes_by_x_headers header x-zammad-article-preferences found. Assign preferences={“send-auto-response”=>false, “is-auto-response”=>true}
I, [2019-10-02T15:07:15.059686] INFO – : Skip trigger (auto reply (on new tickets) - AWS/1) because sender do not want to get auto responder for object (Ticket/23/Article/60)
I, [2019-10-02T15:07:15.067774] INFO – : Skip trigger (Auto reply (on new tickets) - BYD/4) because sender do not want to get auto responder for object (Ticket/23/Article/60)

we don’t know if our current mail setup is the cause, since we use a single mail account in google for business and have the system read diferent folders to get the emails for each mail queue.

Our mail setup is like this:

Customer email —> Mailing group —> systemaccount —> clasification rule to asign to a folder (label)

Zammad uses the expert setting to read from the folders/labels to import email into zammad.

I saw a similar case but here is the link to it: Link

but I’m usign differente domains…

Steps to reproduce the behavior:

  • Install zammad per documentation on ubuntu 18.04
  • configure zammad to use email channels using gmail
  • configure groups and assign email address and signature
  • clone default trigger and personalize it for each group
  • disable the default trigger.

what’s more my fdqn is https://pruebasoporte.cibernetica.xyz and the email domain is cibernetica.net.

Best,

Javier

2

Please ensure:

  • to test this functionality with a customer account or a mail address that is not assigned to any agent
  • that the imported mail in question above is no notification mail from Zammad
  • the used mail account to send this mail is not a mail account from Zammad

If you could verify the above successfully (so this is not the cause), please send a test mail to your Zammad. Please provide the eml of that sent mail for us to check.

You may remove personal information to ensure privacy, however, please ensure to keep headers in takt and meaningful, other wise it will be impossible for us to help you.

If possible, also prove the logfile from the time you sent the mail until the moment Zammad (if it did) notified you about a new ticket.

3

Hi MrGeneration,

  1. I have tested this with two (2) diferent email accounts not assigned to any agents
  2. The email account is not a notification mail from zammad
  3. The email account is not a mail account from zammad.

here is the eml file:

Delivered-To: system@cibernetica.net
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From: "Laneska Miranda" <lmiranda@multimedpma.com>
To: <soportebyd@cibernetica.net>
Subject: Prueba
Date: Wed, 2 Oct 2019 10:06:40 -0500
Organization: Multimed Solutions Panama, Inc.
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/p><p class=3DMsoNormal><o:p>&nbsp;</o:p></p><p class=3DMsoNormal><span lan=
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nguage:ES-PA'>Saludos, <o:p></o:p></span></p><p class=3DMsoNormal><b><span =
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age:ES-PA'>Laneska Miranda<o:p></o:p></span></b></p><p class=3DMsoNormal><s=
pan lang=3DES-PA style=3D'font-family:"Cambria","serif";color:black;mso-far=
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areast-language:ES-PA'>+507 229-4530 / +507&nbsp; 229-4529<o:p></o:p></span=
></p><p class=3DMsoNormal><span lang=3DES-PA style=3D'font-family:"Cambria"=
,"serif";color:black;mso-fareast-language:ES-PA'>Urbanizaci=C3=B3n Los Ange=
les Calle 64B Oeste<o:p></o:p></span></p><p class=3DMsoNormal><span lang=3D=
ES-PA style=3D'font-family:"Cambria","serif";color:black;mso-fareast-langua=
ge:ES-PA'>Local 25, Ciudad de Panam=C3=A1, Panam=C3=A1<o:p></o:p></span></p=
><p class=3DMsoNormal><span lang=3DES-PA style=3D'font-family:"Cambria","se=
rif";mso-fareast-language:ES-PA'><a href=3D"http://www.multimedpma.com/">ww=
w.multimedpma.com</a><o:p></o:p></span></p><p class=3DMsoNormal><span style=
=3D'color:#1F497D;mso-fareast-language:ES'><img border=3D0 width=3D299 heig=
ht=3D59 id=3D"_x0034_B479076-AF8A-457F-873F-6728693CF80F" src=3D"cid:image0=
01.jpg@01D57909.15754090" alt=3D"cid:A968F01B-26ED-42F0-BD72-9FC45A3C68C5">=
</span><span style=3D'mso-fareast-language:ES'><o:p></o:p></span></p><p cla=
ss=3DMsoNormal><o:p>&nbsp;</o:p></p></div></body></html>


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In another post I will put the log extract!

Hope this can help get to the bottom of this issue…

Best,

Javier

4

Here is the log file for the time the email was received:

I, [2019-10-02T15:07:06.085317 #1419-70258774367780]  INFO -- : execute Job.run (try_count 0)...
I, [2019-10-02T15:07:10.334876 #1419-47371599431860]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2019-10-02T15:07:10.336665 #1419-47371599431860]  INFO -- : fetching imap (imap.gmail.com/system@cibernetica.net port=993,ssl=true,starttls=false,folder=SupportChannels/AWS,keep_on_server=false)
I, [2019-10-02T15:07:10.814139 #1031-46918501556780]  INFO -- : Started GET "/api/v1/channels_email?_=1570026671747" for 168.197.189.162 at 2019-10-02 15:07:10 +0000
I, [2019-10-02T15:07:10.819363 #1031-46918501556780]  INFO -- : Processing by ChannelsEmailController#index as JSON
I, [2019-10-02T15:07:10.819412 #1031-46918501556780]  INFO -- :   Parameters: {"_"=>"1570026671747"}
I, [2019-10-02T15:07:10.853457 #1031-46918501556780]  INFO -- : Completed 200 OK in 34ms (Views: 5.2ms | ActiveRecord: 7.2ms)
I, [2019-10-02T15:07:11.641954 #1419-47371599431860]  INFO -- :  - no message
I, [2019-10-02T15:07:11.642016 #1419-47371599431860]  INFO -- : done
I, [2019-10-02T15:07:11.653703 #1419-47371599431860]  INFO -- : fetching imap (imap.gmail.com/system@cibernetica.net port=993,ssl=true,starttls=false,folder=SupportChannels/BYD,keep_on_server=false)
I, [2019-10-02T15:07:13.026208 #1419-47371599431860]  INFO -- :  - message 1/1
I, [2019-10-02T15:07:13.787672 #1419-47371599431860]  INFO -- : Process email with msgid '<000f01d57932$ff1130a0$fd3391e0$@multimedpma.com>'
I, [2019-10-02T15:07:13.833009 #1419-47371599431860]  INFO -- : Enqueued SearchIndexJob (Job ID: af306554-4549-4632-bdd3-eba183f2c10d) to DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:14.858205 #1419-47371599431860]  INFO -- : Can't fetch image for 'lmiranda@multimedpma.com' (maybe no avatar available), http code: 422
I, [2019-10-02T15:07:14.872503 #1419-47371599431860]  INFO -- : Enqueued SearchIndexJob (Job ID: 1c9c42bd-39a2-41d3-a681-ccc64db17099) to DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:14.879907 #1419-47371599431860]  INFO -- :  process filter Quitar Flag ...
I, [2019-10-02T15:07:14.880315 #1419-47371599431860]  INFO -- :   perform 'x-zammad-ignore' = '{"value"=>"false"}'
I, [2019-10-02T15:07:14.883338 #1419-47371599431860]  INFO -- : set_attributes_by_x_headers header x-zammad-ticket-customer_id found. Assign customer_id=10
I, [2019-10-02T15:07:14.902624 #1419-47371599431860]  INFO -- : Enqueued SearchIndexJob (Job ID: cab9ab77-4dda-4bd2-be67-a33e558fcf2f) to DelayedJob(default) with arguments: "Ticket", 23
I, [2019-10-02T15:07:14.907670 #1419-47371599431860]  INFO -- : Enqueued SearchIndexJob (Job ID: d11849be-405d-4b6e-beb3-290fef5bc0ab) to DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:14.913393 #1419-47371599431860]  INFO -- : set_attributes_by_x_headers header x-zammad-article-preferences found. Assign preferences={"send-auto-response"=>false, "is-auto-response"=>true}
I, [2019-10-02T15:07:14.947911 #1419-47371599431860]  INFO -- : Enqueued SearchIndexJob (Job ID: b348013c-4bb1-4454-8f61-c452009bcded) to DelayedJob(default) with arguments: "Ticket", 23
I, [2019-10-02T15:07:14.952799 #1419-47371599431860]  INFO -- : Enqueued SearchIndexJob (Job ID: 60d9477a-cb03-462a-8351-9e96be0db5f8) to DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:15.059686 #1419-47371599431860]  INFO -- : Skip trigger (auto reply (on new tickets) - AWS/1) because sender do not want to get auto responder for object (Ticket/23/Article/60)
I, [2019-10-02T15:07:15.067774 #1419-47371599431860]  INFO -- : Skip trigger (Auto reply (on new tickets) - BYD/4) because sender do not want to get auto responder for object (Ticket/23/Article/60)
I, [2019-10-02T15:07:15.087784 #1419-47371599431860]  INFO -- : Enqueued TicketUserTicketCounterJob (Job ID: 42229bd7-c982-4035-9a8b-9139200b34b7) to DelayedJob(default) with arguments: 10, 10
I, [2019-10-02T15:07:15.712468 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:15+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [af306554-4549-4632-bdd3-eba183f2c10d] from DelayedJob(default) with arguments: ["User", 10] (id=1579) (queue=default) RUNNING
I, [2019-10-02T15:07:15.733757 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: af306554-4549-4632-bdd3-eba183f2c10d) from DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:15.741577 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_user/_doc/10?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:15.760804 #1419-47371599474520]  INFO -- : # 201
I, [2019-10-02T15:07:15.760936 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: af306554-4549-4632-bdd3-eba183f2c10d) from DelayedJob(default) in 27.03ms
I, [2019-10-02T15:07:15.763997 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:15+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [af306554-4549-4632-bdd3-eba183f2c10d] from DelayedJob(default) with arguments: ["User", 10] (id=1579) (queue=default) COMPLETED after 0.0514
I, [2019-10-02T15:07:15.766618 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:15+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [1c9c42bd-39a2-41d3-a681-ccc64db17099] from DelayedJob(default) with arguments: ["User", 10] (id=1580) (queue=default) RUNNING
I, [2019-10-02T15:07:15.767597 #1419-47371599431860]  INFO -- : done
I, [2019-10-02T15:07:15.792302 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: 1c9c42bd-39a2-41d3-a681-ccc64db17099) from DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:15.802699 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_user/_doc/10?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:15.817679 #1419-47371599474520]  INFO -- : # 200
I, [2019-10-02T15:07:15.817824 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: 1c9c42bd-39a2-41d3-a681-ccc64db17099) from DelayedJob(default) in 25.07ms
I, [2019-10-02T15:07:15.820723 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:15+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [1c9c42bd-39a2-41d3-a681-ccc64db17099] from DelayedJob(default) with arguments: ["User", 10] (id=1580) (queue=default) COMPLETED after 0.0535
I, [2019-10-02T15:07:15.823865 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:15+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [cab9ab77-4dda-4bd2-be67-a33e558fcf2f] from DelayedJob(default) with arguments: ["Ticket", 23] (id=1581) (queue=default) RUNNING
I, [2019-10-02T15:07:15.844464 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: cab9ab77-4dda-4bd2-be67-a33e558fcf2f) from DelayedJob(default) with arguments: "Ticket", 23
I, [2019-10-02T15:07:15.869983 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_ticket/_doc/23?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:16.077174 #1419-47371599474520]  INFO -- : # 201
I, [2019-10-02T15:07:16.077357 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: cab9ab77-4dda-4bd2-be67-a33e558fcf2f) from DelayedJob(default) in 232.75ms
I, [2019-10-02T15:07:16.080656 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [cab9ab77-4dda-4bd2-be67-a33e558fcf2f] from DelayedJob(default) with arguments: ["Ticket", 23] (id=1581) (queue=default) COMPLETED after 0.2567
I, [2019-10-02T15:07:16.083580 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [d11849be-405d-4b6e-beb3-290fef5bc0ab] from DelayedJob(default) with arguments: ["User", 10] (id=1582) (queue=default) RUNNING
I, [2019-10-02T15:07:16.104154 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: d11849be-405d-4b6e-beb3-290fef5bc0ab) from DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:16.110176 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_user/_doc/10?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:16.140697 #1419-47371599474520]  INFO -- : # 200
I, [2019-10-02T15:07:16.140852 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: d11849be-405d-4b6e-beb3-290fef5bc0ab) from DelayedJob(default) in 36.56ms
I, [2019-10-02T15:07:16.143650 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [d11849be-405d-4b6e-beb3-290fef5bc0ab] from DelayedJob(default) with arguments: ["User", 10] (id=1582) (queue=default) COMPLETED after 0.0600
I, [2019-10-02T15:07:16.146299 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [b348013c-4bb1-4454-8f61-c452009bcded] from DelayedJob(default) with arguments: ["Ticket", 23] (id=1583) (queue=default) RUNNING
I, [2019-10-02T15:07:16.166853 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: b348013c-4bb1-4454-8f61-c452009bcded) from DelayedJob(default) with arguments: "Ticket", 23
I, [2019-10-02T15:07:16.192452 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_ticket/_doc/23?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:16.376688 #1419-47371599474520]  INFO -- : # 200
I, [2019-10-02T15:07:16.376840 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: b348013c-4bb1-4454-8f61-c452009bcded) from DelayedJob(default) in 209.87ms
I, [2019-10-02T15:07:16.380036 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [b348013c-4bb1-4454-8f61-c452009bcded] from DelayedJob(default) with arguments: ["Ticket", 23] (id=1583) (queue=default) COMPLETED after 0.2337
I, [2019-10-02T15:07:16.382675 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [60d9477a-cb03-462a-8351-9e96be0db5f8] from DelayedJob(default) with arguments: ["User", 10] (id=1584) (queue=default) RUNNING
I, [2019-10-02T15:07:16.402553 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: 60d9477a-cb03-462a-8351-9e96be0db5f8) from DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:16.408375 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_user/_doc/10?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:16.431277 #1419-47371599474520]  INFO -- : # 200
I, [2019-10-02T15:07:16.431390 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: 60d9477a-cb03-462a-8351-9e96be0db5f8) from DelayedJob(default) in 28.73ms
I, [2019-10-02T15:07:16.434503 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [60d9477a-cb03-462a-8351-9e96be0db5f8] from DelayedJob(default) with arguments: ["User", 10] (id=1584) (queue=default) COMPLETED after 0.0517
I, [2019-10-02T15:07:16.437312 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job Transaction::BackgroundJob (id=1585) RUNNING
I, [2019-10-02T15:07:16.464880 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job Transaction::BackgroundJob (id=1585) COMPLETED after 0.0273
I, [2019-10-02T15:07:16.467655 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:16+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job Transaction::BackgroundJob (id=1586) RUNNING
I, [2019-10-02T15:07:16.534316 #1419-47371599474520]  INFO -- : Send notification to: jalmillategui@cibernetica.net (from:Notification Master <noreply@cibernetica.net>/subject:[Ticket#61023] New Ticket (Prueba))
I, [2019-10-02T15:07:18.327257 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:18+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job Transaction::BackgroundJob (id=1586) COMPLETED after 1.8595
I, [2019-10-02T15:07:18.330409 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:18+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job TicketUserTicketCounterJob [42229bd7-c982-4035-9a8b-9139200b34b7] from DelayedJob(default) with arguments: [10, 10] (id=1587) (queue=default) RUNNING
I, [2019-10-02T15:07:18.350057 #1419-47371599474520]  INFO -- : Performing TicketUserTicketCounterJob (Job ID: 42229bd7-c982-4035-9a8b-9139200b34b7) from DelayedJob(default) with arguments: 10, 10
I, [2019-10-02T15:07:18.369803 #1419-47371599474520]  INFO -- : Enqueued SearchIndexJob (Job ID: e292728a-f7bf-4a27-ae29-107ded5704df) to DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:18.373616 #1419-47371599474520]  INFO -- : Performed TicketUserTicketCounterJob (Job ID: 42229bd7-c982-4035-9a8b-9139200b34b7) from DelayedJob(default) in 23.46ms
I, [2019-10-02T15:07:18.376053 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:18+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job TicketUserTicketCounterJob [42229bd7-c982-4035-9a8b-9139200b34b7] from DelayedJob(default) with arguments: [10, 10] (id=1587) (queue=default) COMPLETED after 0.0455
I, [2019-10-02T15:07:18.378858 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:18+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [e292728a-f7bf-4a27-ae29-107ded5704df] from DelayedJob(default) with arguments: ["User", 10] (id=1588) (queue=default) RUNNING
I, [2019-10-02T15:07:18.398790 #1419-47371599474520]  INFO -- : Performing SearchIndexJob (Job ID: e292728a-f7bf-4a27-ae29-107ded5704df) from DelayedJob(default) with arguments: "User", 10
I, [2019-10-02T15:07:18.407889 #1419-47371599474520]  INFO -- : # curl -X POST "https://vpc-zammad-support-es-7j4b7cwdhqaiq4l2dl6ce6w4by.ca-central-1.es.amazonaws.com/zammad_production_user/_doc/10?pipeline=zammad379394531441" \
I, [2019-10-02T15:07:18.429471 #1419-47371599474520]  INFO -- : # 200
I, [2019-10-02T15:07:18.429603 #1419-47371599474520]  INFO -- : Performed SearchIndexJob (Job ID: e292728a-f7bf-4a27-ae29-107ded5704df) from DelayedJob(default) in 30.69ms
I, [2019-10-02T15:07:18.432772 #1419-47371599474520]  INFO -- : 2019-10-02T15:07:18+0000: [Worker(host:ip-10-24-4-221 pid:1419)] Job SearchIndexJob [e292728a-f7bf-4a27-ae29-107ded5704df] from DelayedJob(default) with arguments: ["User", 10] (id=1588) (queue=default) COMPLETED after 0.0538
I, [2019-10-02T15:07:19.159782 #1031-46918501557560]  INFO -- : Started GET "/api/v1/online_notifications/?full=true&_=1570026671748" for 168.197.189.162 at 2019-10-02 15:07:19 +0000
I, [2019-10-02T15:07:19.164232 #1031-46918501557560]  INFO -- : Processing by OnlineNotificationsController#index as JSON
I, [2019-10-02T15:07:19.164280 #1031-46918501557560]  INFO -- :   Parameters: {"full"=>"true", "_"=>"1570026671748"}
I, [2019-10-02T15:07:19.205479 #1031-46918501557560]  INFO -- : Completed 200 OK in 41ms (Views: 7.2ms | ActiveRecord: 7.4ms)
I, [2019-10-02T15:07:40.863150 #1031-46918501557280]  INFO -- : Started GET "/api/v1/channels_email?_=1570026671749" for 168.197.189.162 at 2019-10-02 15:07:40 +0000
I, [2019-10-02T15:07:40.868053 #1031-46918501557280]  INFO -- : Processing by ChannelsEmailController#index as JSON
I, [2019-10-02T15:07:40.868108 #1031-46918501557280]  INFO -- :   Parameters: {"_"=>"1570026671749"}
I, [2019-10-02T15:07:40.904181 #1031-46918501557280]  INFO -- : Completed 200 OK in 36ms (Views: 4.8ms | ActiveRecord: 5.7ms)
I, [2019-10-02T15:07:45.804165 #1419-47371599431860]  INFO -- : execute Channel.fetch (try_count 0)...
I, [2019-10-02T15:07:45.805985 #1419-47371599431860]  INFO -- : fetching imap (imap.gmail.com/system@cibernetica.net port=993,ssl=true,starttls=false,folder=SupportChannels/AWS,keep_on_server=false)
I, [2019-10-02T15:07:46.117272 #1419-70258763838740]  INFO -- : execute Import::OTRS.diff_worker (try_count 0)...
I, [2019-10-02T15:07:47.336731 #1419-47371599431860]  INFO -- :  - no message
I, [2019-10-02T15:07:47.336797 #1419-47371599431860]  INFO -- : done
I, [2019-10-02T15:07:47.347980 #1419-47371599431860]  INFO -- : fetching imap (imap.gmail.com/system@cibernetica.net port=993,ssl=true,starttls=false,folder=SupportChannels/BYD,keep_on_server=false)
I, [2019-10-02T15:07:47.356458 #1419-47371518215620]  INFO -- : Scheduler running...
I, [2019-10-02T15:07:47.406744 #1419-47371518215620]  INFO -- : Running job thread for 'Process escalation tickets' (Ticket.process_escalation) status is: sleep
I, [2019-10-02T15:07:47.406888 #1419-47371518215620]  INFO -- : Running job thread for 'Generate Session data' (Sessions.jobs) status is: sleep
I, [2019-10-02T15:07:47.406996 #1419-47371518215620]  INFO -- : Running job thread for 'Check Channels' (Channel.fetch) status is: sleep
I, [2019-10-02T15:07:47.407050 #1419-47371518215620]  INFO -- : Running job thread for 'Import OTRS diff load' (Import::OTRS.diff_worker) status is: sleep
I, [2019-10-02T15:07:47.407093 #1419-47371518215620]  INFO -- : Running job thread for 'Check streams for Channel' (Channel.stream) status is: sleep
I, [2019-10-02T15:07:47.407315 #1419-47371518215620]  INFO -- : Running job thread for 'Execute jobs' (Job.run) status is: sleep
I, [2019-10-02T15:07:47.407696 #1419-70258695726860]  INFO -- : Started job thread for 'Delete old entries.' (RecentView.cleanup)...
I, [2019-10-02T15:07:47.412596 #1419-70258695726860]  INFO -- : execute RecentView.cleanup (try_count 0)...
I, [2019-10-02T15:07:47.416804 #1419-70258695726860]  INFO -- :  ...stopped thread for 'RecentView.cleanup'
I, [2019-10-02T15:07:49.450647 #1419-47371599431860]  INFO -- :  - no message
I, [2019-10-02T15:07:49.450710 #1419-47371599431860]  INFO -- : done
I, [2019-10-02T15:07:57.408282 #1419-47371599016420]  INFO -- : Started job thread for 'Sync calendars with ical feeds.' (Calendar.sync)...
I, [2019-10-02T15:07:57.413125 #1419-47371599016420]  INFO -- : execute Calendar.sync (try_count 0)...
I, [2019-10-02T15:07:57.770488 #1419-47371599016420]  INFO -- :  ...stopped thread for 'Calendar.sync'
5

Ah thanks for the further input, that helped!
We’re not sending automatic trigger based notifications to that mail, because it’s from a mailing list:

This is done by postmaster filters and shouldn’t be changed to ensure nothing “unexpected” happens.
I’m not sure why you’d want to reply to a mailing list, it should work if it’s not coming from a bulk message or list.

The two parts that are responsible in Zammad are the following ones:

and to be more precise to know which headers are involved:

6

Well here is the thing in our organization we use mailing list as the endpoint of our support emails, it looks like this:

Customer -----------> Mail list (Google Group with public access) -------> System email account

In fact all our customer email will pass thru a mail list, then arrive at our helpdesk system.

We are using the expert features to make it possible to use one account for multiple mail inboxes.

Hence why the eml has the precedence: List, how would we enable the auto response in this scenario?

Best Regards,

Javier

7

@thorsteneckel is it possible to disable system postmaster_filters anyhow?

Perosnally I wouldn’t do so, but still?

8

Postmaster Filters are registered via Settings:

So you could remove the Settings (Setting.find_by(name: 'x').destroy!) - but this will lead to all kind of unexpected and undefined behavior. I advise strongly against it. This will lead to technical and support questions we can’t and won’t reproduce/answer.

1 Like
9

Well… I just removed “list” from ‘precedence’.to_sym in the auto_response_check.rb

That makes the trigger work!

any possible side effect?

Best Regards,

Javier

10

yep, that change is not update save and needs to be done after every update.
Beside that, Zammad will now reply to any mailing list sending you mails, you might get upset list members or even excluded from the list.

11

Hi Mr. Generation,

What I may have failed to explain is that the mailing list is an inbound mailing… meaning it is used internally to redirect email to case system, and to the audit/archival solution.

When we reply, we reply to a customer mail address.

Best,

Javier

12

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