Reply email partly works on Group Emails

[murugappan]

Hi,

When a someone submits a case through the group email our system generate an auto reply giving them the case number as confirmation. It seems to be partly working in that the reply is sent sometimes and does not in others. I am facing this problem for sometime now. Is anyone facing this problem?

Any help will be much appreciated. Thank you.

[Maximus]

Hi,
May it be linked to functionality that describes in a tooltip (see screenshot)?

[murugappan]

Hi Maximus,

Thank you so much for your advise. I checked out the tooltip advise. It was only one email. On further checking, I found that this seems to happen when the email is from an email address within the crm system. What the system is doing is correct but need your confirmation if this is true.