Inbound Email AutoReply Cancelled

[jstevensr]

Has anyone found a solution to the problem of having Auto Reply not work in the case where the debug log show this reason:
12/15/06 06:19:52,915 [3792] DEBUG SugarCRM - found auto-reply template id - prefilling and mailing response
12/15/06 06:19:52,915 [3792] INFO SugarCRM - Query:UPDATE inbound_email_autoreply SET deleted = 1 WHERE date_entered < '2006-12-14 14:19:52'
12/15/06 06:19:52,930 [3792] INFO SugarCRM - Query Execution Time:0.01376
12/15/06 06:19:52,930 [3792] INFO SugarCRM - Query:SELECT count(*) AS c FROM inbound_email_autoreply WHERE deleted = 0 AND autoreplied_to = 'steve.robey@kineto.com '
12/15/06 06:19:52,936 [3792] INFO SugarCRM - Query Execution Time:0.005791
12/15/06 06:19:52,937 [3792] DEBUG SugarCRM - Autoreply cancelled - more than 10 replies sent in 24 hours.
12/15/06 06:19:52,937 [3792] DEBUG SugarCRM - InboundEmail: auto-reply threshold reached for email (steve.robey@kineto.com ) - not sending auto-reply
12/15/06 06:19:52,938 [3792] DEBUG SugarCRM - ********************************* InboundEmail finished import of 1 email:

How do I reset the counter and turn autoreply back on? It has not worked for many days.
Thx – Steve

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[jstevensr]

All,

It looks like my problem is not with SugarCRM but with a strange interaction between the working SugarCRM AutoReply function and our MS Exchange 2003 SP2 Server.

I am not sure why Exchange does not like these auto-replies, as it handles other SugarnCRM SMTP mail messages just fine.

If I ever get to the bottom of this issue I will post the solution here, Right now I am flumoxed!

SugarCRM.log (verifies that autoreply is OK):

12/18/06 08:47:53,120 [7060] INFO SugarCRM - Query Execution Time:0.016364

12/18/06 08:47:53,120 [7060] DEBUG SugarCRM - InboundEmail found multipart email - saving attachments if found.

12/18/06 08:47:53,121 [7060] INFO SugarCRM - Query:SELECT id FROM users WHERE deleted=0 AND LOWER(email1) = 'mmartinez@orchprop.com' OR LOWER(email2) = 'mmartinez@orchprop.com'

12/18/06 08:47:53,124 [7060] INFO SugarCRM - Query Execution Time:0.002713

12/18/06 08:47:53,125 [7060] INFO SugarCRM - Query:SELECT id FROM leads WHERE deleted=0 AND LOWER(email1) = 'steve.robey@kineto.com' OR LOWER(email2) = 'steve.robey@kineto.com'

12/18/06 08:47:53,149 [7060] INFO SugarCRM - Query Execution Time:0.023748

12/18/06 08:47:53,150 [7060] INFO SugarCRM - Query:SELECT id FROM contacts WHERE deleted=0 AND LOWER(email1) = 'steve.robey@kineto.com' OR LOWER(email2) = 'steve.robey@kineto.com'

12/18/06 08:47:53,168 [7060] INFO SugarCRM - Query Execution Time:0.017494

12/18/06 08:47:53,168 [7060] INFO SugarCRM - Query:SELECT id FROM accounts WHERE deleted=0 AND LOWER(email1) = 'steve.robey@kineto.com' OR LOWER(email2) = 'steve.robey@kineto.com'

12/18/06 08:47:53,211 [7060] INFO SugarCRM - Query Execution Time:0.042125

12/18/06 08:47:53,260 [7060] DEBUG SugarCRM - looking for a case for Heat not working at Front VP offices of 1601 McCarthy Blvd

12/18/06 08:47:53,260 [7060] DEBUG SugarCRM - found auto-reply template id - prefilling and mailing response

12/18/06 08:47:53,261 [7060] INFO SugarCRM - Query:UPDATE inbound_email_autoreply SET deleted = 1 WHERE date_entered < '2006-12-17 16:47:53'

12/18/06 08:47:53,273 [7060] INFO SugarCRM - Query Execution Time:0.011738

12/18/06 08:47:53,273 [7060] INFO SugarCRM - Query:SELECT count(*) AS c FROM inbound_email_autoreply WHERE deleted = 0 AND autoreplied_to = 'steve.robey@kineto.com '

12/18/06 08:47:53,275 [7060] INFO SugarCRM - Query Execution Time:0.000844

12/18/06 08:47:53,278 [7060] DEBUG SugarCRM - got from_name from storedOptions: Service Desk

12/18/06 08:47:53,299 [7060] DEBUG SugarCRM - Retrieve EmailTemplate : SELECT email_templates.* FROM email_templates WHERE email_templates.id = '9355d4ae-2f23-3e3d-75ac-43d919d153e9'

12/18/06 08:47:53,300 [7060] DEBUG SugarCRM - Limit Query:SELECT email_templates.* FROM email_templates WHERE email_templates.id = '9355d4ae-2f23-3e3d-75ac-43d919d153e9' Start: 0 count: 1

12/18/06 08:47:53,300 [7060] INFO SugarCRM - Query:SELECT email_templates.* FROM email_templates WHERE email_templates.id = '9355d4ae-2f23-3e3d-75ac-43d919d153e9' LIMIT 0,1

12/18/06 08:47:53,320 [7060] INFO SugarCRM - Query Execution Time:0.019865

12/18/06 08:47:53,324 [7060] DEBUG SugarCRM - get_user_array query: SELECT id, first_name, last_name, user_name from users WHERE 1=1 AND is_group=0 ORDER BY user_name ASC

12/18/06 08:47:53,324 [7060] INFO SugarCRM - Query:SELECT id, first_name, last_name, user_name from users WHERE 1=1 AND is_group=0 ORDER BY user_name ASC

12/18/06 08:47:53,327 [7060] INFO SugarCRM - Query Execution Time:0.002322

12/18/06 08:47:53,334 [7060] DEBUG SugarCRM - saving and sending auto-reply email

12/18/06 08:47:53,344 [7060] DEBUG SugarCRM - Email sending ---------------------

12/18/06 08:47:53,345 [7060] DEBUG SugarCRM - Localization: translating [ <p><font face="arial,helvetica,sans-serif" color="#0000ff" size="4">Hello,</font></p>

<p><font face="arial,helvetica,sans-serif" color="#0000ff" size="4">Your Service Desk&nbsp;request has been received. We will be contacting&nbsp;you shortly regarding your request or problem. We may request more information if we have any questions regarding your request. </font></p>

<p><font face="Arial" color="#0000ff" size="4"></font></p>

<p><font face="Arial" color="#0000ff" size="4">Thank you for your patience!</font></p>

<p><font face="Arial" color="#0000ff" size="4">Kineto Service Desk team</font></p> ] into ISO-8859-1

12/18/06 08:47:53,345 [7060] DEBUG SugarCRM - Localization: translating [ Hello,

Your Service Desk&nbsp;request has been received. We will be contacting&nbsp;you shortly regarding your request or problem. We may request more information if we have any questions regarding your request.



Thank you for your patience!

Kineto Service Desk team ] into ISO-8859-1

12/18/06 08:47:53,410 [7060] DEBUG SugarCRM - --------------------- buh bye -- sent successful

12/18/06 08:47:53,412 [7060] INFO SugarCRM - Query:INSERT INTO inbound_email_autoreply (id, deleted, date_entered, date_modified, autoreplied_to) VALUES (

'645d5dcc-d862-acb5-3568-4586c6f115db',

0,

'2006-12-18 16:47:53',

'2006-12-18 16:47:53',

'steve.robey@kineto.com ')

12/18/06 08:47:53,413 [7060] INFO SugarCRM - Query Execution Time:0.000681

12/18/06 08:47:53,414 [7060] DEBUG SugarCRM - ********************************* InboundEmail finished import of 1 email: Heat not working at Front VP offices of 1601 McCarthy Blvd

[sugarchris]

Could you post the exact nature, say in a log or screen cap, of the Exchange error? It should be possible to adjust the auto-replies to work with whatever Exchange expects.

[jstevensr]

Sure thing Chris. I plan on setting up a separate SMTP server to use to receive only SugarCRM mail and then turn on logging and see why the AutoReply messages (which seems to be sent OK from SugarCRM) never seem to be delivered to Exchange - Steve