OTRS is not creating tickets from all configured mailboxes

[iclaude]

Greetings,

We are currently facing difficulties to create tickets using some mailboxes on our OTRS.

So far:
1. We have checked if all affected mailboxes on our Active Directory were not locked or with a expired password;
2. We logged on our webmail with all affected mailboxes credentials;
3. We did reset all passwords for the affected accounts on OTRS(AdminMailAccount):

ConfiguredMailboxes.jpg

4. Despite having 26 mail boxes configured, we can only see one as shown bellow:

CommunicationLogs.jpg

5. On the system logs were are getting these messages:

Systemlogs-20250116.jpg

Can someone help me diagnose and solve this problem?

Best Regards

[root]

Hi,

Use the as the applicatio user
bin/otrs.Console.pl Maint::PostMaster::MailAccountFetch --debug --mail-account-id XX
to check every single mail account you have configured.

- Roy

[iclaude]

Hi Roy,

Thanks for your reply.
When we try to run the command we get the error below:

TimeOut-600seconds.png

The number of processing communications just keeps rising:

CommunicationLogs2.jpg

Is there more information that we can supply to help us solve this?

Best Regards

[hkais]

Hi icloude,

5. On the system logs were are getting these messages:

Systemlogs-20250116.jpg

from your screenshot I would judge that your provider is blocking you since too many auth requests in a short period of time.
We know this issue from some providers.
But cannot say for sure, without seeing the details of the logs.

In your case I would ask the mail provider to give you permission for your e-mail addresses to send multipe different mail names via one e-mail account.
In smtp it is allowed to change FROM address. Here the mail provider has to configure the MTA for you accordingly.
In such cases we typically define 1 SMTP account as postmaster
and further email-addresses as aliases, which you will map as Znuny e-mail addresses and assign them to your required queues.

So outbound (from) and inbound (to) can be still used als you wish in your configuration. But your admin management will be factors easier.

so in short:
SMTP server has one account: support@yourdomainn.com
this mail account has your aliases (support-desktop-abc@yourdomainn.com, support-server-xyz@yourdomainn.com, ...)

your Znuny has
- the postmaster account support@yourdomainn.com ( URL: /znuny/index.pl?Action=AdminMailAccount )
- your mail aliases as E-Mail Addresses mapped ( URL: /znuny/index.pl?Action=AdminSystemAddress )

1. your MTA/SMTP admins will easily understand an see
2. your znuny admins will easily understand and see
3. your znuny power users will easily understand and see
4. most value from it: your communication between the teams will be easy since everyone knows what happens (tech, powerusers and so on)

[iclaude]

Hi hkais,

Thank you for your response.
Could you explain to me better so I can pass down the message to my team?
By the info I have shown you, Is there any possibility that the problem is within OTRS ? Or its is within in our Exchange?

Mind you that all passwords from those accounts are correct in OTRS, but the emails are not being fetched.

Hope to hear from you or anyone with more clues to help us solve this issue.

Best Regards