"Skip trigger (#{trigger.name}/#{trigger.id}) because sender do not want to get auto responder for object (Ticket/#{ticket.id}/Article/#{article.id})"

alex2407 · June 27, 2018, 11:13pm

Infos:

Used Zammad version: 2.6.0
Used Zammad installation source: Docker zammad/zammad
Operating system: Mac OSX 10.12.6
Browser + version: Safari 11.1.1

Expected behavior:

default filter “auto reply (on new tickets)” to send auto reply email

Actual behavior:

no email is sent
production.log contains the following entry:
Skip trigger (auto reply (on new tickets)/1) because sender do not want to get auto responder for object

Steps to reproduce the behavior:

Email channel and customer use the same domain i.e. @domain.com
If I send an email (as a customer), I receive auto reply email and everything works as expected

Edit: My question is - why do I get this message and how I avoid it?

MrGeneration · June 30, 2018, 2:57pm

Could you please provide the headers of the E-Mail where this happens?

alex2407 · July 2, 2018, 4:13am

Delivered-To: alex.kucheryuk@eltoma-offshore.com
Return-Path: <olga@eltoma-dev.com>
Delivered-To: alex.kucheryuk@eltoma-offshore.com
Received: from director10.mail.iad3b.rsapps.net ([172.27.255.54])
	by backend48.mail.iad3b.rsapps.net (Dovecot) with LMTP id NNN3CimlOVssEwAAfQzJJw
	for <alex.kucheryuk@eltoma-offshore.com>; Mon, 02 Jul 2018 00:08:09 -0400
Received: from proxy7.mail.iad3a.rsapps.net ([172.27.255.54])
	by director10.mail.iad3b.rsapps.net (Dovecot) with LMTP id Gy0iDymlOVvaLQAA+q2Skg
	; Mon, 02 Jul 2018 00:08:09 -0400
Received: from smtp25.gate.iad3a ([172.27.255.54])
	(using TLSv1.2 with cipher ECDHE-RSA-AES256-GCM-SHA384 (256/256 bits))
	by proxy7.mail.iad3a.rsapps.net with LMTP id ALAoLCmlOVt0MgAAnPvY+A
	; Mon, 02 Jul 2018 00:08:09 -0400
Return-Path: <olga@eltoma-dev.com>
X-Spam-Threshold: 95
X-Spam-Score: 0
X-Spam-Flag: NO
X-Virus-Scanned: OK
X-Orig-To: alexander.kucheryuk@eltoma-global.com
X-Originating-Ip: [192.232.205.5]
Authentication-Results: smtp25.gate.iad3a.rsapps.net; iprev=pass policy.iprev="192.232.205.5"; spf=pass smtp.mailfrom="olga@eltoma-dev.com" smtp.helo="elt.eltoma-cyprus.com"; dkim=pass header.d=eltoma-dev.com; dmarc=none (p=nil; dis=none) header.from=eltoma-dev.com
X-Suspicious-Flag: NO
X-Classification-ID: 87204ff8-7dad-11e8-b5a7-52540086a678-1-1
Received: from [192.232.205.5] ([192.232.205.5:38272] helo=elt.eltoma-cyprus.com)
	by smtp25.gate.iad3a.rsapps.net (envelope-from <olga@eltoma-dev.com>)
	(ecelerity 4.2.1.56364 r(Core:4.2.1.14)) with ESMTPS (cipher=DHE-RSA-AES256-GCM-SHA384) 
	id 51/44-18843-925A93B5; Mon, 02 Jul 2018 00:08:09 -0400
DKIM-Signature: v=1; a=rsa-sha256; q=dns/txt; c=relaxed/relaxed;
	d=eltoma-dev.com; s=default; h=Message-ID:Subject:To:From:Date:
	Content-Transfer-Encoding:Content-Type:MIME-Version:Sender:Reply-To:Cc:
	Content-ID:Content-Description:Resent-Date:Resent-From:Resent-Sender:
	Resent-To:Resent-Cc:Resent-Message-ID:In-Reply-To:References:List-Id:
	List-Help:List-Unsubscribe:List-Subscribe:List-Post:List-Owner:List-Archive;
	 bh=g3zLYH4xKxcPrHOD18z9YfpQcnk/GaJedfustWU5uGs=; b=vkWI5uryXXcm8UfGJLVyYWaTw
	8fLnL32jfHe+E9niwBmALVYrjkesZQHcEPzhc4kp8CD5B48OD49OEgWhznA6qZp5qIJ0TjYkvxEVe
	n1hRskk6QQAab9uH8PAdigNZwqDbxEZkd4I9WKdaN8F/ugzUi7OpsWh7e+MnKFMJZ0ot3+lpO39RL
	OiA9riWy5eef8rrVNNA06VYeZGscJcb1tX5PhQi0oGz5KJKuwIChEHtx0xuSpGDUospY2OHvBGAHw
	Jl4T8MTTHVLMphUJkEE1gmPGBjvuvOj9E5Mkpp9g4uZMX2m+SKTR6dT5986KqHJqnPIo5nGhKSZ8y
	bQfPlEKXA==;
Received: from [127.0.0.1] (port=36076 helo=elt.eltoma-cyprus.com)
	by elt.eltoma-cyprus.com with esmtpa (Exim 4.91)
	(envelope-from <olga@eltoma-dev.com>)
	id 1fZq8G-0002Ot-2o
	for alexander.kucheryuk@eltoma-global.com; Sun, 01 Jul 2018 23:08:08 -0500
MIME-Version: 1.0
Content-Type: text/plain; charset=US-ASCII;
 format=flowed
Content-Transfer-Encoding: 7bit
Date: Sun, 01 Jul 2018 23:08:07 -0500
From: olga@eltoma-dev.com
To: alexander.kucheryuk@eltoma-global.com
Subject: test
Message-ID: <4cc55620bb18c1d8ec97243c15dffed3@eltoma-dev.com>
X-Sender: olga@eltoma-dev.com
User-Agent: Roundcube Webmail/1.3.3
X-AntiAbuse: This header was added to track abuse, please include it with any abuse report
X-AntiAbuse: Primary Hostname - elt.eltoma-cyprus.com
X-AntiAbuse: Original Domain - eltoma-global.com
X-AntiAbuse: Originator/Caller UID/GID - [47 12] / [47 12]
X-AntiAbuse: Sender Address Domain - eltoma-dev.com
X-Get-Message-Sender-Via: elt.eltoma-cyprus.com: authenticated_id: olga@eltoma-dev.com
X-Authenticated-Sender: elt.eltoma-cyprus.com: olga@eltoma-dev.com

test

I have added the entire (raw) source of the email. “Test” is the message body. I have sent this email from the same mailbox as the one Zammad was receiving from the same client (webmail). The only exception is that this email was addressed to my email client (as opposed to sending it to Zammad).

MrGeneration · July 3, 2018, 8:50pm

Thanks for the Code. Couldn’t find any fishy in those headers. Thus, I searched the github repo for the String you receive - this is the code part that throws it:

local_send_notification = true
    if article && send_notification == false && trigger.perform['notification.email'] && trigger.perform['notification.email']['recipient']
      recipient = trigger.perform['notification.email']['recipient']
      local_send_notification = false
      local_options[:send_notification] = false
      if recipient.include?('ticket_customer') || recipient.include?('article_last_sender')
        logger.info { "Skip trigger (#{trigger.name}/#{trigger.id}) because sender do not want to get auto responder for object (Ticket/#{ticket.id}/Article/#{article.id})" }
        next
      end
    end

( https://github.com/zammad/zammad/blob/0dbfcd0edfc3082b7e2932b4b9ecfdb8c5ff9f8b/app/models/ticket.rb#L1239 )

Not sure if I get it right, but I think that the user has disabled the notification for the queue or whole system.

Maybe @thorsteneckel could enlight me here (I’m not a dev after all hehe)

thorsteneckel · July 4, 2018, 10:44am

Hi @alex2407,

I think it’s caused by this line:

github.com

zammad/zammad/blob/develop/app/models/channel/filter/auto_response_check.rb#L24-L29


# do not send an auto respondse if sender is system it self
message_id = mail[ 'message_id'.to_sym ]
if message_id
  fqdn = Setting.get('fqdn')
  return if message_id.match?(/@#{Regexp.quote(fqdn)}/i)
end

Is your FQDN Setting set to eltoma-dev.com? Because Zammad will skip mails with a message ID containing the FQDN. This is the case for messages send by the system itself. So it will prevent endless loops of sending messages from and to the same system.

alex2407 · July 9, 2018, 6:25am

Correct, my email queue is set to accounting@eltoma-dev.com and FQDN is set to eltoma-dev.com. I see why this happens. I have the following question then:

How can I have queue and agents and Zammad use the same domain?

I have the following scenario:

I need to create internal ticketing system for accounting department (that will later be expanded to other departments as well). I want to be able to use accounting@eltoma-dev.com as the email for the queue and have agents (e.g. agent1@eltoma-dev.com, agent2@eltoma-dev.com, etc. receive emails when the user, another agent from the same domain replies). The reason why I changed FQDN to eltoma-dev.com is that notification emails use FQDN i.e. noreply@FQDN.

thorsteneckel · July 9, 2018, 9:14am

Hi @alex2407 - you can define a Postmaster Filter (Admin -> Email -> Filter) which allows you to change the (Expert -> ) Ignore flag for incoming mails. Note that this is currently broken in the develop branch but we’re working on a fix. However, stable should work fine

system · November 6, 2018, 9:14am

This topic was automatically closed 120 days after the last reply. New replies are no longer allowed.