OTRS 6 / Customer emails seen as auto response articles ?

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philippeem
Znuny newbie
Posts: 2
Joined: 26 Jul 2018, 04:45
Znuny Version: OTRS6
Real Name: philippe lages

OTRS 6 / Customer emails seen as auto response articles ?

Post by philippeem »

Hi,
I am new here and I am glad to have found a place to receive some help,
we have just update our OTRS from version 5 to 6 and except one or 2 small bugs everything is running fine

one of the bugs that we have is :
in the ticket view the articles sent by the system ( auto-response), yellow articles, you don't have any option to answer to them and it makes sense
but for one of our customer it is doing the same thing, all the emails sent by that customer are seen like system articles, yellow and we cannot answer or send a message.
I need to be able to answer that customer through OTRS
it was working perfectly fine on version 5

I have checked if the customer email was somehow added to the system emails but not, and it is still in our customer list so well identified like a customer

maybe deleting the customer ID and recreating it ...
is there eventually a way to disable that option?

thanks in advance for the help!
reneeb
Znuny guru
Posts: 5018
Joined: 13 Mar 2011, 09:54
Znuny Version: 6.0.x
Real Name: Renée Bäcker
Company: Perl-Services.de
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Re: OTRS 6 / Customer emails seen as auto response articles ?

Post by reneeb »

Maybe you can check if a postmaster filter does some changes...
Perl / Znuny development: http://perl-services.de
Free Znuny add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de
philippeem
Znuny newbie
Posts: 2
Joined: 26 Jul 2018, 04:45
Znuny Version: OTRS6
Real Name: philippe lages

Re: OTRS 6 / Customer emails seen as auto response articles ?

Post by philippeem »

thanks for your answer but there is no issues with the postmaster filters
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