NEED HELP OTRS 3.0 with Exchange 365

[georgeasufra]

Hello, we are still using OTRS 3.0 it is working fine until I migrated out email hosting from cpanel hostgator to Exchange 365 where the issues start to arise. I configure the SMTP to exchange address including the PostMasters but I got an error of SMTP authentication. I tried to switch to SMTPLS setup but it will always crash the OTRS and I need to reconfigure the ZZZAuto.pm to make it work again. I'm suspecting due to old and obsolete version it won't work in Exchange 365 but I still hope that it might be just the configuration. Please advise if anyone here has been in my situation. I just inherited this application from Dev Manager without turnover.

This is the error when fetching mail in Mail Account Management using POP3
Error Message: POP3: Auth for user user.account@company.com/outlook.office365.com failed!
Error Details: Backend ERROR: OTRS-CGI-10 Perl: 5.12.2 OS: MSWin32 Time: Mon Jun 21 22:41:03 2021

Message: POP3: Auth for user user.account@company.com/outlook.office365.com failed!

Traceback (2984):
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::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48
Module: (eval) (v1.89) Line: 204
Module: ModPerl::RegistryCooker::run (v1.89) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.89) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

This is the error when creating and send new ticket
Error Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug f[..]
Backend ERROR: OTRS-CGI-10 Perl: 5.12.2 OS: MSWin32 Time: Mon Jun 21 22:43:58 2021

Message: SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info!
Traceback (2984):
Module: Kernel::System::Email::SMTP::Send (v1.29) Line: 117
Module: Kernel::System::Email::Send (v1.70) Line: 682
Module: Kernel::System::Ticket::Article::ArticleSend (v1.273) Line: 2035
Module: Kernel::Modules::AgentTicketEmail::Run (v1.163) Line: 956
Module: Kernel::System::Web::InterfaceAgent::Run (v1.58) Line: 838
Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 48
Module: (eval) (v1.89) Line: 204
Module: ModPerl::RegistryCooker::run (v1.89) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.89) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31

Thank you

[root]

Hi George,

That's way to less on information to get a proper reply. Are there any (related) entries in log files, etc? Despite that I strongly recommend updating to the latest version, this might solve your issues.

- Roy

[jojo]

OTRS 3.0 is not just outdated but also vulnerable and exploiteable, so you should update asap to avoid potential data loss or security breaches.

The reasons for non working ssl conections could be a lot. Does your version of the OS support the same ciphers and standards as O365? Are your PERL and opensslversion up to date?

[georgeasufra]

Hi George,

That's way to less on information to get a proper reply. Are there any (related) entries in log files, etc? Despite that I strongly recommend updating to the latest version, this might solve your issues.

- Roy

HI Roy,

Error logs
Mon Jun 21 22:41:03 2021][Error][Kernel::System::MailAccount::POP3::Fetch][128] POP3: Auth for user user1.support@company.com/outlook.office365.com failed!
[Mon Jun 21 22:41:24 2021][Error][Kernel::System::MailAccount::POP3S::_Fetch][154] POP3S: Auth for user it.support@company.com/outlook.office365.com failed!
[Mon Jun 21 22:41:24 2021][Error][Kernel::System::MailAccount::POP3::Fetch][128] POP3: Auth for user cus.support@company.com/outlook.office365.com failed!
[Mon Jun 21 22:43:58 2021][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1042585/test] created (TicketID=42569,Queue=Company Support Group,Priority=3 normal,State=open)
[Mon Jun 21 22:43:58 2021][Error][Kernel::System::Email::SMTP::Send][117] SMTP authentication failed: 500Command unknown: 'AUTH'! Enable Net::SMTP debug for more info!
[Mon Jun 21 22:50:01 2021][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/www.company.com.ph:8000/6040, because 1 hour old!
[Mon Jun 21 22:50:01 2021][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Set To High Priority' from db.
[Mon Jun 21 22:50:01 2021][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Set To Very High Priority' from db.
[Mon Jun 21 22:51:02 2021][Error][Kernel::System::MailAccount::POP3::Fetch][128] POP3: Can't connect to outlook.office3645.com
[Mon Jun 21 22:51:26 2021][Error][Kernel::System::MailAccount::POP3S::_Fetch][154] POP3S: Auth for user it.support@company.com./outlook.office365.com failed!
[Mon Jun 21 22:51:26 2021][Error][Kernel::System::MailAccount::POP3::Fetch][128] POP3: Auth for user /outlook.office365.com failed!
[Mon Jun 21 22:51:27 2021][Error][Kernel::System::MailAccount::POP3S::_Fetch][154] POP3S: Auth for user cus.support@company.com/outlook.office365.com failed!
[Mon Jun 21 22:55:01 2021][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 107c9f572719a8bc516fdc00663f042096.
[Mon Jun 21 22:55:01 2021][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 108bc738fb088a2b5655eb0cd36502db25.
[Mon Jun 21 22:55:01 2021][Notice][Kernel::System::AuthSession::DB::RemoveSessionID] Removed SessionID 10d90a54cac6820f18947bb8844540d646.
[Mon Jun 21 23:00:01 2021][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/www.company.com.:8000/6040, because 1 hour old!
[Mon Jun 21 23:00:01 2021][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Set To High Priority' from db.
[Mon Jun 21 23:00:01 2021][Notice][Kernel::System::PID::PIDCreate] Can't create PID GenericAgent, because it's already running (otrs.company.com.ph/3112)!
[Mon Jun 21 23:00:01 2021][Notice][Kernel::System::GenericAgent::JobRun] Run GenericAgent Job 'Set To Very High Priority' from db.

[georgeasufra]

OTRS 3.0 is not just outdated but also vulnerable and exploiteable, so you should update asap to avoid potential data loss or security breaches.

The reasons for non working ssl conections could be a lot. Does your version of the OS support the same ciphers and standards as O365? Are your PERL and opensslversion up to date?

My post has been updated with the error message

[root]

Hi,

I doubt that a simple, unsecured POP3 connections works with O365. Check this first with the documentation of O365

- Roy

[georgeasufra]

Hi,

I doubt that a simple, unsecured POP3 connections works with O365. Check this first with the documentation of O365

- Roy

I tried POP3S no OAuth, port to filled just email and password and server no error appear but neither the result. I'm still wondering why the OTRS crashing when I change the configuration from SMTP to SMTPLS and would only work back when you change the ZZZAuto.pm back to smtp

[zzz]

It‘s such an old version that no one can tell you. Go with POP3-/IMAPTLS for Exchange Online.

— Emin

[crythias]

Also ... you may want to reverse this so that Exchange sends directly to your OTRS box via SMTP.