[SOLVED] Lost Password Mails never arrive

Moderator: crythias

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jens1984
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Posts: 6
Joined: 17 Sep 2013, 16:30
Znuny Version: 3.2.11

[SOLVED] Lost Password Mails never arrive

Post by jens1984 »

Hi folks,

when using the password reset function in the login screen, I receive an email containing a link that i need to click on to finally receive a new password. If I click the link, I never receive a mail with the actual password. The logs don't show anything (apache log, messages, maillog).

If I am logged in when clicking the link in the first mail, I can see the following error message in the OTRS log:

Thu Oct 31 09:46:44 2013 error OTRS-CGI-10 Module Kernel/Modules/LostPasswordTokenAXeb6UqqstWtFjM.pm not found!

The token ID is appropriate to the ID in the first mail. Has anyone seen a behavior like this before?

System:
CentOS 5.9
OTRS 3.2.11
apache 2.2.23
Last edited by jens1984 on 12 Nov 2013, 11:53, edited 1 time in total.
jens1984
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Joined: 17 Sep 2013, 16:30
Znuny Version: 3.2.11

Re: Lost Password Mails never arrive

Post by jens1984 »

Bump.

Still suffering this problem. Any ideas what to look for? Any other logs/details that you need?

Regards,
Jens
reneeb
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Re: Lost Password Mails never arrive

Post by reneeb »

Can you show the mail body defined in the SysConfig?

Options:
NotificationBodyLostPasswordToken
CustomerPanelBodyLostPasswordToken
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jens1984
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Posts: 6
Joined: 17 Sep 2013, 16:30
Znuny Version: 3.2.11

Re: Lost Password Mails never arrive

Post by jens1984 »

Hi reneeb,

there you go.

NotificationBodyLostPasswordToken:
Hi <OTRS_USERFIRSTNAME>,

You or someone impersonating you has requested to change your OTRS
password.

If you want to do this, click on the link below. You will receive another email containing the password.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>index.pl?Action=LostPassword;Token=<OTRS_TOKEN>

If you did not request a new password, please ignore this email.
This results in a link like:
http://secret.domain.com/index.pl?Actio ... V93foxd1pX

CustomerPanelBodyLostPasswordToken:
Hi <OTRS_USERFIRSTNAME>,

You or someone impersonating you has requested to change your azeti Support Desk
password.

If you want to do this, click on this link. You will receive another email containing the password.

<OTRS_CONFIG_HttpType>://<OTRS_CONFIG_FQDN>/<OTRS_CONFIG_ScriptAlias>customer.pl?Action=CustomerLostPassword;Token=<OTRS_TOKEN>

If you did not request a new password, please ignore this email.
Best regards,
Jens
Last edited by jens1984 on 08 Nov 2013, 16:27, edited 1 time in total.
crythias
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Re: Lost Password Mails never arrive

Post by crythias »

CustomerLostPassword != LostPassword
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
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jens1984
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Posts: 6
Joined: 17 Sep 2013, 16:30
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Re: Lost Password Mails never arrive

Post by jens1984 »

crythias wrote:CustomerLostPassword != LostPassword
Hi crythias,

basically you are right. Take a look at my first quote, it says "LostPassword" in the URL. The URL i postet resulted from that. I edited my last -post to reflect this.

Regards,
j
crythias
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Re: Lost Password Mails never arrive

Post by crythias »

Do you want recovery for agents or customers?
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
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jens1984
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Posts: 6
Joined: 17 Sep 2013, 16:30
Znuny Version: 3.2.11

Re: Lost Password Mails never arrive

Post by jens1984 »

Well, the function does not work for any, so i need it for both.
jens1984
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Posts: 6
Joined: 17 Sep 2013, 16:30
Znuny Version: 3.2.11

[SOLVED] Lost Password Mails never arrive

Post by jens1984 »

I just resolved this issue by plain luck.

The problem lies in how the URL is processed. The link in the mail is correct but the browser uses %-format coding.

https://foobar.domain.net/index.pl?Acti ... FiiwKYJ2IF
becomes
https://foobar.domain.net/index.pl?Acti ... FiiwKYJ2IF

So ";" becomes "%3b" which is not recognized by otrs. By changing it to ";" manually, the new password is send out and works as intended.
ale
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Lost Password Mails never arrive

Post by ale »

Hi,
I am still having trouble with this function. When customer &/or agent goes to reset pw an email is never sent. Could someone please help?
root
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Re: Lost Password Mails never arrive

Post by root »

ale wrote: 19 Jul 2021, 12:00 Hi,
I am still having trouble with this function. When customer &/or agent goes to reset pw an email is never sent. Could someone please help?
Hi,

Please don't catch up on such an old topic and open a new one ;-)
And to give you a heads up: add details which authentication backends are used (DB, LDAP, etc.) and check the sysconfig AdminEmail. This should be a valid email adress which is used a the sender address.

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

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