[Solved]Configuring OTRS with Lotus Notes

[chetannagaonkar]

Hello,

I haven't configured OTRS with Lotus Notes earlier. I was under the impression that it too needs to be configured the way you configure Exchange server. However, when asked for details, the Domino Admin mentioned that if I give him OTRS ip address/host details, he'll be able to configure it in Domino server and that should suffice. Can someone confirm if that is correct or if we still need to configure its user/pwd details in OTRS pls?

Best Regards
Chetan

[Wolfgangf]

Your Notes Admin need to enable POP3 or IMAP and SMTP will run anyway
(As an ex-domino-admin) I don't see any difficoulties doing this with Lotus Notes/Domino

[chetannagaonkar]

Thanks for the quick response, woflgangf. Does that mean that I need not configure any Domino username/password in OTRS and yet, it'll function the way Exchange server does after configuring with OTRS?

Chetan

[Wolfgangf]

Chetan,

yes
- create a mailbox on Lotus Domino,
- let your users send their requests to this new mailbox
- enable POP or IMAP on Lotus Domino
- and configurue "Postmaster Mail Account" to collect mails from this mailbox

BR

[chetannagaonkar]

Perfect. Thanks a ton.

Chetan

[chetannagaonkar]

I tried configuring as you suggested. This is the first time I am configuring it for Lotus Notes. I get the below error when I try to fetch the mail after configuring Lotus Notes user details in Postmaster account and clicking and fetchmail. Any help would be appreciated

Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Jan 21 12:31:07 2011

Message: POP3: Can't connect to 10.11.70.3

Traceback (1172):
Module: Kernel::System::MailAccount::POP3::Fetch (v1. Line: 128
Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386
Module: Kernel::Modules::AdminMailAccount::Run (v1.23) Line: 63
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 838
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48
Module: (eval) (v1.88) Line: 204
Module: ModPerl::RegistryCooker::run (v1.88) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

[jojo]

Your Notes has no POP3 running or a firewall is preventing the access.

[chetannagaonkar]

Thanks jojo. I'll get it done and hopefully it should resolve it.

Best Regards
Chetan

[Wolfgangf]

you can test connection by issuing

Code: Select all

telnet <lotus notes server> pop3

from the otrs servers commandline

[chetannagaonkar]

Ah... this should help immensely. When I had requested to enable Domino POP3, they had done some configuration with some ip address. however, i was still not able to see emails getting converted to ticket. i'll check if the telnet command works and that should also help them understand what needs to be done to enable POP3 on Domino server.

Best Regards
Chetan

[chetannagaonkar]

Hello Wolfgangf,
I have conveyed that POP3 should be enabled on Domino Server. However, it looks like that as per the policy here, they don't enable POP3 on Domino server as it is on public domain. Is there any other way of configuring such that OTRS can process mails sent to support id at Domino?

Best Regards
Chetan

[jojo]

They can forward the E-Mail to antoher address which will be on the OTRS Server (MTA needed on this box)

[chetannagaonkar]

Hello wolfgangf/jojo,

I have got pop3 enabled and have also tested by giving telnet command. they have a separate mail server (mithi server). we were able to send the mail using telnet from otrs server and able to receive it too. but when i click on fetch button, it throws error POP3: auth for user/server failed. Any help would be really really appreciated. we'll be going live soon.

Best Regards
Chetan

[chetannagaonkar]

This are the specific error details. I have verified that the username and password and server details are correct. but still it is throwing auth error -

Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Feb 10 21:42:45 2011

Message: POP3: Auth for user otrs.support/90.0.5.244 failed!

Traceback (1421):
Module: Kernel::System::MailAccount::POP3::Fetch (v1. Line: 128
Module: Kernel::System::MailAccount::MailAccountFetch (v1.16) Line: 386
Module: Kernel::Modules::AdminMailAccount::Run (v1.23) Line: 63
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 838
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48
Module: (eval) (v1.88) Line: 204
Module: ModPerl::RegistryCooker::run (v1.88) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.88) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

[chetannagaonkar]

It turned out that the username specified should have been with complete domain name and the problem was gone. Thanks a ton to everybody who responded on time to get this resolved.

Best Regards
Chetan