[SOLVED] Auto-responses do not reach external domains

[RTorrent]

Hello everyone,

in easy words, any auto-response to tickets or agents automatic notifications, do not reach their email destinations if the address is outside the domain. BUT, manual reply's to tickets submitted from external accounts do receive their emails.

The Log file shows me no error, as the auto-responses were sent correctly.

I have installed a fresh system to try to understand a problem I'm facing on the production server (I started working here after this was installed and configured, about two weeks ago).
In my fresh installation, (OS CentOS 6.5 and Latest OTRS) the problem occurs exactly as in the production system. (production is OTRS 3.3.7, test is 3.3.9)
I have setup just one address in the whole system, as authenticated SMTP client to send messages, system address, etc.
My problem is that auto-response for any new tickets, do no reach the customer address if it's outside my domain. Example, if I open a ticket sending an e-mail from my company address, which is in the same domain as the otrs setup address, I do get an auto-response when the new ticket is created. But if I send the mail from a gmail.com account, I do not get the auto-response (although the otrs log says it was sent).
BUT, if I in the ticket, do a manual reply, this response do reach the gmail.com account.
Sadly the e-mail server is managed by an external provider and all I know is that the auto-response message is rejected because of a "sender problem". and the manual reply is not.

It seems to me like the auto-responses do not use the authenticated SMTP settings, or have a sender setting problem.

Log example:

From Production Server (I have modified the real e-mail addresses but I think this is understandable)

[Fri Oct 10 17:32:30 2014][Info][Kernel::System::Ticket::TicketCreate] New Ticket [2014101096000131/FORUM TEST] created (TicketID=1066,Queue=IT Services,Priority=3 normal,State=new)
[Fri Oct 10 17:32:31 2014][Info][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'Customer <xxx@gmail.com>' from 'OTRS Ticketing System <otrs@mydomain.com>'. HistoryType => SendAutoReply, Subject => [Ticket#2014101096000131] OTRS: FORUM TEST;
[Fri Oct 10 17:32:31 2014][Info][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2014101096000131] (TicketID=1066, ArticleID=4657) to 'Customer <xxx@gmail.com>'.
[Fri Oct 10 17:32:31 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent1@external_domain.com'.
[Fri Oct 10 17:32:32 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent2@mydomain.com'.
[Fri Oct 10 17:32:32 2014][Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'agent3@mydomain.com'.
[Fri Oct 10 17:32:32 2014][Notice][Kernel::System::MailAccount::IMAP::_Fetch] IMAP: Fetched 1 email(s) from otrs_account@mydomain.com/mail.mydomain.com


Any ideas welcome.

Regards.

[crythias]

Hello, and welcome to OTRS Forums.

Please take a moment to update your signature and read my Need help? link in mine.

On topic: While normally System Log will show when the SMTP server returns a "relay denied" error, it's possible that this was dropped silently. Please check that your SMTP/sendmail server allows for relaying.

[RTorrent]

Thank you for your response, and sorry for not having the required info on my signature.

let's do this right.

I am using OTRS Version: 3.3.7
I am using OS: CentOS 6.5
I am using Database: MySQL
I have this problem: auto-response (new ticket) and automatic notifications do not reach accounts outside my domain
I am encountering my issue on this screen: none
I can replicate the issue by: installed a test machine with same OS and OTRS 3.3.9, configured single account to receive and send mail.
This is what I've tried: check settings for SMTP authentication, Core settings for system account, e-mail accounts, sendmail settings, hardcode account.
These are the posts I've found that are relevant, but don't seem to answer my question: haven't checked.
I've looked at the HowTos on this: http://www.unixmen.com/setup-help-desk- ... entos-6-5/
I've looked at the Docs: Otrs 3.3 admin manual
The logs say: everything is OK.
I've done a non-specific generic search for the error message and it says: I have no error message, I have searched for many thing related to OTRS and smtp, otrs sendmail, otrs relay, etc.
That doesn't apply to me because:
My question is: what is the difference inside OTRS between when send and auto-response or automatic notificacions and doing a manual reply to a ticket via email.

[jojo]

the difference is that the auto reply is sent with an empty mail from (envelope) header. This is to avoid backscatter if you get spammed by not existing mail adresses

[RTorrent]

the difference is that the auto reply is sent with an empty mail from (envelope) header. This is to avoid backscatter if you get spammed by not existing mail adresses

Now that's interesting

according to my email service provider, they can't change "anything" to allow this messages to be delivered, so is there any way to change this setting, or at least hardcode it to test if messages go through?.

thanks for your time and answers.

[jojo]

have a look at the Core::Sendmail settings in sysconfig. There you should be able to set an envelope from

[RTorrent]

Great!

I found two different options (didn't know their use before now, or the difference between 821 and 822 headers, From, Mail From, envelope, etc).

I applied the change to this one:

SendmailNotificationEnvelopeFrom

Did a test from Gmail and it works!!

thank you very much