Problem discovered with this setup:When a user sends an email (uses email piping) to the support email, no New Ticket User Auto response is received by the user. The ticket is received ok. Other emails to the user are ok, for example when a reply is sent to the user they are received ok.
The problem only exists if the ticket is initiated by email, as when a new ticket is initiated by the web, a New Ticket User Auto response is received by the user ok, therefore supporting that all the appropriate autoresponse settings are ok.Reason is: "...The culprit is the distribution list! Forwarded emails via a distribution list come tagged with headers to disable or suppress auto-responses e.g X-Auto-Response-Suppress, X-Precedence or X-Precedence. To avoid possible email loops, osTicket correctly auto-discovers and honors such header among others..Reference: https://github.com/osTicket/osTicket-1.8/issues/726#issuecomment-38770008