Issue with auto-reply e-mails

Technical assistance
1

Infos:

  • Used Zammad version: 6.3
  • Used Zammad installation type: docker-compose
  • Operating system: Ubuntu
  • Browser + version: Edge 124

Expected behavior:

  • When customers submit a ticket via e-mail they should receive auto-reply e-mail.

Actual behavior:

  • Initial auto-reply e-mail on ticket creation is not sent. However, ticket updates or reply to ticket e-mails are sent.

Steps to reproduce the behavior:

  • I have a helpdesk mailbox that receives e-mails from customers and redirects those e-mails to a separate mailbox on a different domain that Zammad is connected to via IMAP. When the redirected e-mail is received, the From header in that e-mail is the customer’s e-mail address, the Return-Path header is the e-mail address of the mailbox that redirected the e-mail, a ticket is created as expected and the Customer e-mail address is correctly reflected in the ticket, however the “thanks for your inquiry” e-mail is never sent. Only subsequent ticket updates, replies or ticket closure e-mails are sent.

  • If I send an e-mail to to the mailbox that Zammad is connected to via IMAP, it all works as expected, ticket is created and the “thanks for your inquiry” e-mail is sent to the customer. However, this is not how we want to do things.

Thanks

2

You’re forwarding mails from mailbox A to B and mailbox B is connected to Zammad. Mailbox B works completely as expected and mails to A does not?

What’s the difference? Especially the headers might be interesting.

3

Here are the headers from an e-mail forwarded from Mailbox A mailboxA@domainA.tld) to Mailbox B (mailboxB@domainB.tld) :

Return-Path: <mailboxA@domainA.tld>
Delivered-To: clean-quarantine
X-Envelope-From: <mailboxA@domainA.tld>
X-Envelope-To: <mailboxB@domainB.tld>
X-Envelope-To-Blocked:
X-Quarantine-ID: <kf0KkrB888YI>
X-Spam-Flag: NO
X-Spam-Score: -17.044
X-Spam-Level:
X-Spam-Status: No, score=-17.044 tag=-999 tag2=5 kill=12 tests=[BAYES_00=-1.9,
	DKIMWL_WL_HIGH=-0.034, DKIM_SIGNED=0.1, DKIM_VALID=-0.1,
	DKIM_VALID_AU=-0.1, FROM_GOV_DKIM_AU=-0.001, HTML_MESSAGE=0.001,
	RCVD_IN_MSPIKE_H2=-0.001, RCVD_IN_ZEN_BLOCKED_OPENDNS=0.001,
	SPF_HELO_PASS=-0.001, SPF_PASS=-0.001, T_SCC_BODY_TEXT_LINE=-0.01,
	URIBL_DBL_BLOCKED_OPENDNS=0.001, URIBL_ZEN_BLOCKED_OPENDNS=0.001,
	USER_IN_DEF_DKIM_WL=-7.5, USER_IN_DEF_SPF_WL=-7.5]
	autolearn=no autolearn_force=no
Authentication-Results: smtp.domainB.tld (amavisd-new);
	dkim=pass (1024-bit key) header.d=domainA.tld
Received: from smtp.domainB.tld ([127.0.0.1])
	by localhost (smtp.domainB.tld [127.0.0.1]) (amavisd-new, port 10021)
	with ESMTP id kf0KkrB888YI for <mailboxB@domainB.tld>;
	Mon, 17 Jun 2024 07:40:46 -0400 (EDT)
X-Comment: SPF skipped for whitelisted relay domain - client-ip=40.107.91.70; helo=gcc02-dm3-obe.outbound.protection.outlook.com; envelope-from=mailboxA@domainA.tld; receiver=<UNKNOWN> 
Authentication-Results: smtp.domainB.tld; dmarc=pass (p=reject dis=none) header.from=domainA.tld
DKIM-Filter: OpenDKIM Filter v2.11.0 smtp.domainB.tld A99FB3E3CD4
Authentication-Results: smtp.domainB.tld;
	dkim=pass (1024-bit key; unprotected) header.d=domainA.tld header.i=@domainA.tld header.a=rsa-sha256 header.s=selector1 header.b=hqrDDFJu;
	dkim-atps=neutral
Received: from GCC02-DM3-obe.outbound.protection.outlook.com (mail-dm3gcc02on2070.outbound.protection.outlook.com [40.107.91.70])
	by smtp.domainB.tld (Postfix) with ESMTPS id A99FB3E3CD4
	for <mailboxB@domainB.tld>; Mon, 17 Jun 2024 07:40:46 -0400 (EDT)
ARC-Seal: i=1; a=rsa-sha256; s=arcselector9901; d=microsoft.com; cv=none;
 b=le2Ef/wDosk7o5BtvMPx89sYnM/I0WbKuP0JMIBElxgf+qOTKvClVHwYgWLxYP4OUTeGnxbhBUwRMYaRfGLKmnIWj7osb3pQt55/pyIydAP7C/GYQLRLVfvqehV2jnPCgPATHvn1bwFwUe+vDlMKvNYn0UlPepccryCBVTwYW0LRxuCApq+RiOtWG5s6IjBWyFCfuAGg0u7Qf25GpkSBYRiPVou9qKvdxdoDqVBxKlxeHAuT4FYcScCNckhXLnBj0ezvp5ngVkVaXn/vd4UakOW85LvrK5DVvmMO7NMYOe62TErXfuZRZVGUEdOyuFO00eQ7IcEKvxhFNwRKtBpj9A==
ARC-Message-Signature: i=1; a=rsa-sha256; c=relaxed/relaxed; d=microsoft.com;
 s=arcselector9901;
 h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-AntiSpam-MessageData-ChunkCount:X-MS-Exchange-AntiSpam-MessageData-0:X-MS-Exchange-AntiSpam-MessageData-1;
 bh=FVMqV1SSfBz35oMFD7QKxc+7LXEx98u916OJMp5I3ew=;
 b=DMv9QxN68WA3JwQ26YTq7Po8AGDYtlzBg7ChUGUJwFCneFCjnpRVLtmmd/VSot61m9OUmPZ7XY18AL4LQ6ToPU4xAkePPE3JeximjXHwrY8Skf9XlO/pqCF6rY9OJwQiGBYnGZwBw7ENyjUAD3YED9TayFot1hf/RnEdOPVCdwZYMGhQH8xudU93btoEi4fRviloVmwcIFMI5PoyxB/E7hVV6Y1jK7w5TWyWL3h9kSo+vuZjT1pz4bHdO7KvM3YsNqjyr0YDc9Y4Gs2ydEOtwa/QIC+IErVTEo6hpAHe3ctWUnCislOCGbnlTpN8VKrjKku22UaqDxIo4ySo/ejNhg==
ARC-Authentication-Results: i=1; mx.microsoft.com 1; spf=pass
 smtp.mailfrom=domainA.tld; dmarc=pass action=none header.from=domainA.tld;
 dkim=pass header.d=domainA.tld; arc=none
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=domainA.tld;
 s=selector1;
 h=From:Date:Subject:Message-ID:Content-Type:MIME-Version:X-MS-Exchange-SenderADCheck;
 bh=FVMqV1SSfBz35oMFD7QKxc+7LXEx98u916OJMp5I3ew=;
 b=hqrDDFJuSA+E7QK3uk61ef+nwHiPpGKAaAglbCZZFCi4BdOEux0fGbqzI7r2oOX8MhCVS4EuXng1yFUR/wTOY2NwOaYZNClioVlXURgPVn9YkA+t6riCNxQfOgnqPF83Q4jA+t4qbsfWj1vXJJH/xqD1px2YPClHujjSjFfeJJM=
Received: from DM8PR09MB7367.namprd09.prod.outlook.com (2603:10b6:5:2e6::14)
 by SJ0PR09MB10274.namprd09.prod.outlook.com (2603:10b6:a03:461::12) with
 Microsoft SMTP Server (version=TLS1_2,
 cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id 15.20.7677.30; Mon, 17 Jun
 2024 11:40:42 +0000
Received: from DM8PR09MB7367.namprd09.prod.outlook.com ([::1]) by
 DM8PR09MB7367.namprd09.prod.outlook.com ([fe80::ff42:379a:d7a5:2f16%5]) with
 Microsoft SMTP Server id 15.20.7677.030; Mon, 17 Jun 2024 11:40:42 +0000
From: "Smoe, Joe (OS/ASA/PSC/RLO) (CTR)" <Joe Smoe@domainA.tld>
To: "Widgets Helpdesk (OS/ASA/PSC/RLO)" <mailboxA@domainA.tld>, "Smith,
 John (OS/ASA/PSC/RLO)" <John.Smith@domainA.tld>
Subject: RE: [Widgets Helpdesk] Update on ticket (Reset Password for Widgets portal)
 [Ticket#62184]
Thread-Topic: [Widgets Helpdesk] Update on ticket (Reset Password for Widgets
 portal) [Ticket#62184]
Thread-Index: AQHavopD6OQZxei8B0izCfz+TSVaLrHL2Kew
Date: Mon, 17 Jun 2024 11:40:40 +0000
Message-ID:
 <a9b74c1fea184a4c9656ee8bc91372ff@DM8PR09MB7367.namprd09.prod.outlook.com>
References:
 <847353c75dba4912b12830e36ecee5f2@DM8PR09MB7367.namprd09.prod.outlook.com>
 <20240614180245.188.00431ebe-2c8f-438a-94d1-0f3a4f6a74b9@helpdesk.Widgets.psc.gov>
 <20240614180245.188.e21a8fd2-5811-4f5f-ad64-3dc2e74161af@helpdesk.Widgets.psc.gov>
 <20240614183940.188.dab3c84b-7bcf-4f43-afee-6013e3e99348@helpdesk.Widgets.psc.gov>
 <20240614183940.188.67ccbd1b-a0ad-4ed6-aef4-0e8f0106b966@helpdesk.Widgets.psc.gov>
In-Reply-To:
 <20240614183940.188.67ccbd1b-a0ad-4ed6-aef4-0e8f0106b966@helpdesk.Widgets.psc.gov>
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4

Sorry for the wait.
The mail contains this header:
auto-submitted: auto-generated

Zammad does not reply to these kind of emails. The reason for that is that you’d potentially have email loops when this is e.g. an out of office message. There are a lot of mail servers out there that will reply more than once per day to incoming messages for the same sender.