Changing SMTP emails?

[mcampbell]

Hello,

I've got an issue that I'm trying to solve. I have a test system with the specs detailed in my status below. I started configuring it using a test gmail account. It sends and receives fine with this account. And after I've gotten most of my settings set the way I want it, I want to switch it with the current production system. So I added in the email from the production system exactly as it is listed on that system, and did the same with the SMTP settings, and made sure the queue was set to use the new email address, but I get the following error:

Backend ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Mon Apr 27 13:45:30 2015 Message: Impossible to send message to: "Mark Campbell" <<redacted>> . RemoteAddress: 10.100.0.165 RequestURI: /otrs/index.pl Traceback (11937): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560 Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298 Module: Kernel::System::Web::InterfaceAgent::Run Line: 986 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41 Module: (eval) (v1.99) Line: 207 Module: ModPerl::RegistryCooker::run (v1.99) Line: 207 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173 Module: ModPerl::Registry::handler (v1.99) Line: 32

The system log states:
Mon Apr 27 13:45:30 2015 error OTRS-CGI-01 Impossible to send message to: "Mark Campbell" <<redacted>> .
Mon Apr 27 13:45:30 2015 info OTRS-CGI-01 Error sending message
Mon Apr 27 13:45:30 2015 error OTRS-CGI-01 SMTP authentication failed: 000! Enable Net::SMTP debug for more info!

But I've copy-pasted the authentication information over from the current production system, so it's not a typo.

Any ideas?

[EXG133]

First of all, that looks like your real mail address so I suggest removing that from your post.

If you're 100% sure credentials are correct enable SMTP debugging.

Comment out the " $Self->{Debug} = $Param{Debug} || 0;" in SMTP.pm and replace it with this line:

$Self->{Debug} = 1000;

Then see what is going on in the log.

[mcampbell]

Thanks for the reply EXG133.

I did the change you mentioned in /opt/otrs/Kernel/System/Email/SMTP.pm, but I didn't see any changes--log still says to enable SMTP debug for more info. Figured a restart of OTRS might be needed. That didn't work either. I wondered if maybe the fact that I'm using SMTPTLS might mean I was editing the wrong location, but it looks to me like it calls SMTP.pm in SMTPTLS.pm, and no settings matched what you described in SMTPTLS.pm.

What am I missing?

[EXG133]

Wrong error log, the SMTP debug goes in your apache log.

[mcampbell]

Oh, ok. I didn't realize that it would pipe it to httpd logs.

So I did a tail -f of error log, and did a test email send, and here's what came up (scrubbed for personal info):

Net::SMTP>>> Net::SMTP(2.31)
Net::SMTP>>> Net::Cmd(2.29)
Net::SMTP>>> Exporter(5.68)
Net::SMTP>>> IO::Socket::INET(1.33)
Net::SMTP>>> IO::Socket(1.34)
Net::SMTP>>> IO::Handle(1.33)
Net::SMTP=GLOB(0x7f6537db8a28)<<< 220 <<MAILSERVER SCRUBBED>> Microsoft ESMTP MAIL Service ready at Wed, 29 Apr 2015 06:39:10 -0700
Net::SMTP=GLOB(0x7f6537db8a28)>>> EHLO otrs.office^M
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-<<MAILSERVER SCRUBBED>> Hello [<<OFFICE IP>>]
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-SIZE 31457280
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-PIPELINING
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-DSN
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-ENHANCEDSTATUSCODES
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-STARTTLS
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-AUTH GSSAPI NTLM
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-8BITMIME
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250-BINARYMIME
Net::SMTP=GLOB(0x7f6537db8a28)<<< 250 CHUNKING
Net::SMTP=GLOB(0x7f6537db8a28)>>> STARTTLS^M
Net::SMTP=GLOB(0x7f6537db8a28)<<< 220 2.0.0 SMTP server ready
Net::SMTP=GLOB(0x7f6537db8a28)>>> AUTH GSSAPI^M
[Wed Apr 29 09:40:04 2015] -e: Net::SMTP: Unexpected EOF on command channel at /opt/otrs//Kernel/System/Email/SMTP.pm line 87.
ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Wed Apr 29 09:40:04 2015

Message: SMTP authentication failed: 000! Enable Net::SMTP debug for more info!

RemoteAddress: 10.100.0.165
RequestURI: /otrs/index.pl

Traceback (26657):
Module: Kernel::System::Email::SMTP::Send Line: 124
Module: Kernel::System::Email::Send Line: 725
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2553
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298
Module: Kernel::System::Web::InterfaceAgent::Run Line: 986
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Wed Apr 29 09:40:04 2015

Message: Impossible to send message to: "Mark Campbell" <<EMAIL SCRUBBED>> .

RemoteAddress: 10.100.0.165
RequestURI: /otrs/index.pl

Traceback (26657):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2560
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1298
Module: Kernel::System::Web::InterfaceAgent::Run Line: 986
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

From what I'm seeing in this log, it's complaining of an unexpected EOF in SMTP.pm, but prior to making the modification requested above, I've not edited this file at all (plus, I only edit in vi/vim, and the log seems to be indicating ^M's in it, something vim wouldn't insert).

[EXG133]

I had the same issues, in the end I went for regular SMTP (traffic stays in the datacenter anyway for us).
Your server is reporting that you can use GSSAPI and your Perl is convinced it can use it too. For us this started after we installed SASL to enable SSO to our Linux server based on our active directory user. I'm very interested if anyone knows the fix, unfortunately I don't

[mcampbell]

So this must be a problem with Microsoft specific email servers, and with whatever is different with the SMTPTLS mechanism between my old and new versions of OTRS, because I don't have a problem with Gmail & SMTPS on OTRS4; and on 3.1.11, it's been working fine for a few years now with the settings I've put into the new one. Both boxes do nothing but OTRS.

Well, I suppose I can see if I can get the settings modified to try SMTPS (we outsource our email, so we don't have admin access to the exchange server). I'd REALLY rather not do SMTP if I can help it.

Anyone else have any suggestions?

[crythias]

there's a *possibility* that you're being prevented smtp send via gmail... that's outside the scope of OTRS.

[mcampbell]

I think you have it reversed. My test Gmail account works fine. It's when I switch it over to our outsourced exchange server (using the same exact working settings used in my older version) that it doesn't work.

[mcampbell]

So the sending of email works when I change the SMTP settings to SMTP, rather than SMTPTLS. It definitely appears to be a problem with the function of SMTPS/SMTPTLS. I am at a loss for what else to check? Could it be that there's missing packages?

[mcampbell]

So I gave up on SMTPTLS, and set the SMTP settings to Sendmail.

I then turned my attention to POP3TLS. POP3TLS has the same issue. I verified that the authentication settings are correct, because it works when I simply change the POP3TLS drop down menu setting to POP3. So I found the POP3.pm file, and found the appropriate debug setting, and bumped it up to 1000. Here's a snippet of logs from a test "fetch mail":

ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Thu May 14 16:58:06 2015

Message: POP3TLS: Auth for user <<email redacted>> failed!

RemoteAddress: 10.100.0.165
RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=3;ChallengeToken=qlraCzjkrrWxDkSe61cvxjkbh9z9O2Kd;

Traceback (21959):
Module: Kernel::System::MailAccount::POP3::Fetch Line: 145
Module: Kernel::System::MailAccount::MailAccountFetch Line: 441
Module: Kernel::Modules::AdminMailAccount::Run Line: 63
Module: Kernel::System::Web::InterfaceAgent::Run Line: 986
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

Net::POP3>>> Net::POP3(2.29)
Net::POP3>>> Net::Cmd(2.29)
Net::POP3>>> Exporter(5.68)
Net::POP3>>> IO::Socket::INET(1.33)
Net::POP3>>> IO::Socket(1.34)
Net::POP3>>> IO::Handle(1.33)
Net::POP3=GLOB(0x7f54bf489c10)<<< +OK The Microsoft Exchange POP3 service is ready.
Net::POP3=GLOB(0x7f54bf489c10)>>> STLS^M
Net::POP3=GLOB(0x7f54bf489c10)<<< +OK Begin TLS negotiation.
Net::POP3=GLOB(0x7f54bf489c10)>>> USER <<email redacted>>^M
[Thu May 14 17:07:29 2015] -e: Net::POP3: Unexpected EOF on command channel at /opt/otrs//Kernel/System/MailAccount/POP3TLS.pm line 59.
ERROR: OTRS-CGI-01 Perl: 5.16.3 OS: linux Time: Thu May 14 17:07:29 2015

Message: POP3TLS: Auth for user <<email redacted>>/<<mailserver redacted>> failed!

RemoteAddress: 10.100.0.165
RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=3;ChallengeToken=qlraCzjkrrWxDkSe61cvxjkbh9z9O2Kd;

Traceback (19492):
Module: Kernel::System::MailAccount::POP3::Fetch Line: 146
Module: Kernel::System::MailAccount::MailAccountFetch Line: 441
Module: Kernel::Modules::AdminMailAccount::Run Line: 63
Module: Kernel::System::Web::InterfaceAgent::Run Line: 986
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 41
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32

I would give up on POP3TLS and just stick with POP3 like I did with SMTP, but that is truly not an option this time around, because we are moving to Office 365 in a few weeks, and they do not offer any sort of unencrypted POP3, TLS only.

Any help would be GREATLY appreciated!

[mcampbell]

Anybody? I desperately need help on this one.

[schulmann]

I desperately need help on this one.

I'd try a local smtp daemon which forwards the mails.

[mcampbell]

I've done that for SMTP, as I mentioned in my last large post. But I'm still having the issue with POP3TLS/IMAPTLS, and that's where I'm stuck.

[schulmann]

But I'm still having the issue with POP3TLS/IMAPTLS, and that's where I'm stuck.

Perhaps you could set up an smtp server on your OTRS box and automatically forward the mails to it.