Auto-reply after create case not working

[roy_zon]

Hi everyone,

First of all, I'm new here and I would like to say ESPO CRM is a really awesome project, and it is really helping us out!

I am trying to find out why the auto reply e-mail (created in a case) isn't send.

This is how it is set up:
1 - system receives e-mail on "support@transpaclean.nl"
2 - system create case
3 - system sends auto reply from "noreply@mailer.transpaclean.nl"

The auto reply settings from group "support@transpaclean.nl":


The created case is parent of the e-mail reply, and the replied e-mail is also visible in the case history panel. The e-mail is just not send.
When I look in the database and compare the e-mail with other e-mails, there are missing some fields in the e-mail that is not sent.

Here is a JSON export from one of my tests.

[
{
"type": "header",
"version": "4.9.0.1",
"comment": "Export to JSON plugin for PHPMyAdmin"
},
{ "type": "database", "name": "espo_transpacontrol" },
{
"type": "table",
"name": "email",
"database": "espo_transpacontrol",
"data": [
{
"id": "5e81bd873ed3ac010",
"name": "[#189] TranspaClean - Wij hebben uw verzoek ontvangen",
"deleted": "0",
"from_string": "TC - Sales <noreply@mailer.transpaclean.nl>",
"reply_to_string": null,
"address_name_map": null,
"is_replied": "0",
"message_id": "<Case/5e81bd87138f80dee/1585560967/4172@espo>",
"message_id_internal": null,
"body_plain": null,
"body": "... html content ...",
"is_html": "1",
"status": "Archived",
"has_attachment": "0",
"date_sent": null,
"delivery_date": null,
"created_at": "2020-03-30 09:36:07",
"modified_at": "2020-03-30 09:36:07",
"is_system": "0",
"from_email_address_id": "5e66458fc6578bc50",
"parent_id": "5e81bd87138f80dee",
"parent_type": "Case",
"created_by_id": "system",
"sent_by_id": null,
"modified_by_id": null,
"assigned_user_id": null,
"replied_id": null,
"account_id": null
}
]
}
]

Also, I checked the error logs in /data and there is nothing logged.
I use ESPO CRM version 5.8.2 and PHP Version 7.4.4.

Please let me know if there is any information missing.

How can I fix the not send e-mails, what am I missing?

[Maximus]

Hi,
Not sure but take a look at this:

"from_string": "TC - Sales <noreply@mailer.transpaclean.nl>",
"reply_to_string": null,

reply_to_string is null? Where is an email address?

[roy_zon]

Hi Maximus,

Thank you for your quick response! I really appreciate it.
I have filled in the "from" fields under the auto-reply settings.



The "reply_to_string" is now filled in, but the e-mail is still not sent.
This is the new e-mail record.

[
{
"type": "header",
"version": "4.9.0.1",
"comment": "Export to JSON plugin for PHPMyAdmin"
},
{ "type": "database", "name": "espo_transpacontrol" },
{
"type": "table",
"name": "email",
"database": "espo_transpacontrol",
"data": [
{
"id": "5e82ef2666f50d8f5",
"name": "[#190] TranspaClean - Uw verzoek is omgezet in een case",
"deleted": "0",
"from_string": "TranspaClean No-Reply <noreply@mailer.transpaclean.nl>",
"reply_to_string": null,
"address_name_map": null,
"is_replied": "0",
"message_id": "<Case/5e82ef263c2d9b5b0/1585639206/9682@espo>",
"message_id_internal": null,
"body_plain": null,
"body": "... html content ...",
"is_html": "1",
"status": "Archived",
"has_attachment": "0",
"date_sent": null,
"delivery_date": null,
"created_at": "2020-03-31 07:20:06",
"modified_at": "2020-03-31 07:20:06",
"is_system": "0",
"from_email_address_id": "5e66458fc6578bc50",
"parent_id": "5e82ef263c2d9b5b0",
"parent_type": "Case",
"created_by_id": "system",
"sent_by_id": null,
"modified_by_id": null,
"assigned_user_id": null,
"replied_id": null,
"account_id": null
}
]
}
]

I'm investigating further. Do you have any other suggestions to look into?

[roy_zon]

Sorry, I misread, the reply_to_string isn't filled, but still null. How is this field usually filled?

[Maximus]

Do you have configured SMTP in Administration -> Outbound Emails or in Group Email Account?

[roy_zon]

Hi Maximus,

I finally managed to fix it trough setting the "Reply From Address" and the "Reply From Name" in the Group Email Accounts settings.
Both fields are not required and therefore I thought that they would overwrite the default e-mail address and name of the current account.

I was thinking far too complex.

For me the problem is solved. I would suggest one of the following changes:
1 - Add a required sign (*) next to the label
2 - In the auto-reply function; use the default reply from address and name from the account, make it overwritable with the "reply..." fields

Sorry for my delayed response, I've been very busy these days.
Again, thank you very much for your help, and this CRM is a really great product!

Kind regards,
Roy