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SugarCRM 7 acknowledgment email not sent after automatic case creation for  inbound email

Question asked by Laurent Tor on Feb 18, 2015
Latest reply on Dec 21, 2016 by Felix Burri

For a client in developpement environnement i test the automatic case creation after inbound email coming. The acknowledgment email is sent to the sender. So it works well.
On the production environnement, all is correct except the acknowledgment email isn't sent to the sender. The difference between the two environnements is that the SMTP account is different. My client uses its own. The production SMTP account seems to work well because notification emails are sent.

An idea ?