Redirect of mails does not work as expected

Technical assistance
1

Infos:

  • Used Zammad version: 5.2.3
  • Used Zammad installation type: package
  • Operating system: ubuntu 20.04.5
  • Browser + version: all

Expected behavior:

  • When a person has an acount with LDAP on the zammad server and sends an e-mail to a internal email address, that is only a direct redirect to the zammad e-mail address than the customer should be the sender of the e-mail.

Actual behavior:

  • When a person has an acount with LDAP on the zammad server and sends an e-mail to a internal email address, that is only a direct redirect to the zammad e-mail address than the customer is not the email sender, but the e-mail address that the mail is send to.

Steps to reproduce the behavior:

  • get a mail-server

  • create an e-mail accout for your zammad

  • redirect the e-mails to your zammad ( that redirect should not be an accout that has an IMAP/POP3 account)

  • get a LDAP server

  • make there an account

  • connect LDAP with zammad

  • send an e-mail to the redirect e-mail address

  • the customer is automatically the redirect e-mail address and not the one that sended the mail initialy

  • when you remove LDAP connection and the account and than send a mail with the previous mail that had a LDAP account the identification works and the customer is the actual sending e-mail.

the reason for that ticket:

  • when you press answer on the ticket the mail gets automatically send to the customer and not to the one who created the ticket.
2

Have you tried using the setting “Sender based on Reply-To header” under settings → channels → email? That could do the trick. Or you have to change the way the e-mails are forwarded. Depending on how you set that up you might have different options how mails are forwarded.

3

Thank you awedor for your fast reply.

sadly that option

“Sender based on Reply-To header” under settings → channels → email

has no effect in my case (i don’t know why cause it seems to fit).
I restarted zammad to be sure that the option is active.

Or you have to change the way the e-mails are forwarded. Depending on how you set that up you might have different options how mails are forwarded.

What i can do is setup an IMAP account on my mailserver for the redirect and than it works but that feels kinda redundant.
Or i remove my LDAP connection, but that is even worse :smiley: in my opinion.

I’m open for new suggestions.

Thank you in advance.

4

Please upgrade asap to Zammad 6.2.
Your version is over 12 months old, lacking bug fixes and potentially security fixes as well.

1 Like
5

im sorry for the delayed update
after the update from Ubuntu 20.04.5 to 22.04.4 LTS
and the update from
5.2.3 to 6.2.0-1709731059.4024f79c.jammy helped to fix my problem
as a side info i use
Postgresql version: 14+238

Have a nice day :slight_smile:

1 Like
6

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