Auto Reply Email setup on Inbound Email settings does not work

Hi ,

I've setup an auto reply template on the inbound mail account setup in Sugar, however when an email is received on the inbound mailbox(which is a Group Mail Box ) , the auto response email is not sent back to the sender from Sugar. I thought this would be a straightforward setup for an admin user however i'm left scratching my head . 

Is there something i'm missing ? 

Thanks,

Vijay

  • Do you see any email related error at your sugarcrm.log?

    André Lopes
    Lampada Global
    Skype: andre.lampada
  • When you configured the email settings did you check if they where correct? by sending yourself a test email? 

  • Hi,

    Please check the below points.

    1. Configuration and testing outbound Email settings in Administrator.

    2. Please confirm whether Inbound mail stored in CRM under emails module or not (If email doesn't saved in CRM, please check the 'Check Inbound Mailbox' scheduler running status)

  • Hi Vijay,

    In addition to all team members inputs if you have all settings set properly like Outbound Email settings, Scheduler running properly and no errors in sugar log and Apache/php-error log. Make sure that you have selected email template in Auto Reply Template field and No domain was set in the field "No Auto reply for this domain". Please check if you can find any errors at email server logs and also check is it happening for all users or only for specific users. if it is for specific users there might be some issue related to their email domain or blocking this domain at your firewall settings on the server .If everything is working fine, ask the user to check his spam/trash folders there may be chances sometimes emails directing to SPAM folder.

  • Hi All,

    Thanks for your responses ! I want to say that i have the following checks  :

    - The Inbound email is setup correctly, i'm able to send out emails and receive emails from Sugar.(

    - The sugar crm log does not show any error related to email's.

    - The "Check Inbound Emails" scheduler is running fine

    -  This is an Auto Reply on inbound email received, so i don't think it can be specific to users.  Also the inbound mail settings is not configured to block any specific domain and I have checked the SPAM /Junk folder and all other folders (to make sure its not hiding anywhere!) as part of my test

    - System Email Settings are setup correctly and tested to be sending emails fine.

    Thanks,

    Vijay

  • Any other ideas/suggestions, folks ?

  • My problem still persists, any other ideas/suggestions ?

  • Hi , which version of Sugar are you using? Also can you share a screenshot of your inbound email settings here? 

  • Sugar 8.0.3. I can't attach a screenshot/image as it's not straight forward for me, below are the details from inbound email settings: 

    Advanced Setup

    Assign To Teams: Global (Primary)   "From" Name:  RE TEST MAIL  
    Import Emails Automatically:
      
    Yes
      
    "From" Address:   example@something.com.au  
    Create Case from Email: No  "Reply-to" Name:   RE TEST MAIL 
          "Reply-to" Address:   lexample@something.com.au 
    Auto-Reply Template: Test Auto Response 
    Allow users to send emails using the "From" Name and Address as the reply to address:
     
    Yes
    No Auto-Reply to this Domain: none 
    Number of Auto-responses:
     
    5
     
    Leave Messages On Server: Yes       
  • Hi Vijay,

    It seems that you've already checked most of the common root causes. 

    Can you clarify if there are any customizations in: 

    custom/modules/InboundEmail/InboundEmail.php

    If you do, can you test if disabling the file allows the email to be sent?

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