Email Configuration

[Wheats]

Hello,

I'm having trouble setting up my email for OTRS.
Can someone please walk me through it ?

[jojo]

Inbound E-Mail or Ourbound E-Mail? What errors do you get? Did you read the admin manual (doc.otrs.org) on this?

[Madwin]

Hi jojo

I'm having the same problem as the original post, but i have some steps ahead of him, just need some help getting the emails working, my OTRS 3.0.4 is installed on Debian Lenny with Postfix using a satellite config to send emails to my email server using an authenticated account (which i configured in OTRS using SMTP instead of Sendmail), I also created a test customer account to test this but once i open a ticket with my test customer account, i see the ticket on the queue but no email either for the customer nor the ticket owner, and i need the emails to get this OTRS in production mode. I'd really appreciate the help on this issue

if anyone out there knows this as well, please, i'd really appreciate the help

Thanks,

[Madwin]

FOLLOW-UP:

doing some diggin around in the forums, i attached the notifications and the auto-replies to my queue, and i see this in the system log:

Code: Select all

Can't use from '': 000! Enable Net::SMTP debug for more info!

which I have no clue what this error is, i'll do some digging in the forums, and i'd really appreciate any help with this

Best Regards,

[crythias]

I see the ticket on the queue but no email either for the customer nor the ticket owner

The ticket owner gets tickets if his notification preferences are enabled and the Queue is in his "My Queues".

The customer gets a ticket "thanks for your email" if the Queue has an autoresponse for that purpose.

Kindly explain steps taken and System Logs regarding email send.

Further, you'll need to check that your outbound sendmail configuration Framework -> Core::Sendmail is appropriately set and that

Framework -> Core
NotificationSenderEmail

Default value: otrs@<OTRS_CONFIG_FQDN>
Specifies the email address that should be used by the application when sending notifications. The email address is used to build the complete display name for the notification master (i.e. "OTRS Notification Master" otrs@your.example.com). You can use the OTRS_CONFIG_FQDN variable as set in your configuation, or choose another email address. Notifications are messages such as en::Customer::QueueUpdate or en::Agent::Move.

has something in it.

[Madwin]

Hi crynthias

I attached the notifications and auto-replies to the queue, and i see on the log that internally, it sends all emails (agents and customer), i receive the agents email fine without any problems, but my customer email doesn't arrive, according to the logs it says this

Code: Select all

Can't send to 'test@email.com': 5505.7.1 Relaying denied

test@email.com is my personal email, and my mail server permits relays to my OTRS server, so it should be able to send it, is there a way to test this via OTRS?

Regards

EDIT: this started working once i disabled the email authentication feature on OTRS, it's still set to SMTP but without any authentication
EDIT2: my mail server is a FortiMail, and i need to authenticate so it can relay the emails, but OTRS doesn't seem to be authenticating because it gives me the "Can't use from '': 000! Enable Net::SMTP debug for more info!" once i enable authentication

[Madwin]

UPDATE:

I finally got this working using Sendmail, and telling Postfix to authenticate and relay ALL mails to my mail server, since my OTRS is not going be receiving any emails, if anyone needs some help with this, post here and i'll gladly give you a hand

thanks to crythias for his help

regards,

FINAL EDIT: can't put the [SOLVED] on the first post since i'm not the original poster

[sebastianl]

Hi,
I'm working with postfix and I now have it working perfectly. I tested it creating 2 accounts and they can send mails to each other. But, what I need is to OTRS "reads" those e-mails and create a ticket for each one. Everything is runing in a local server. Thanks in advance.
SebastianL.

[crythias]

postfix doesn't read email. It doesn't fetch email. It listens and receives email.

procmail *reads* email.

default operation of otrs:
customer sends email to, say, support@mydomain.com and it sits in an email box.
OTRS postmaster uses POP3/IMAP to fetch the mail from support@mydomain.com every (default) 10 minutes.
Once the emails are downloaded, they are removed from support@mydomain.com and processed through PostMasterFilter and Ticket.pm

direct handling of emails via postfix/procmail:
http://wiki.otrs.org/index.php?title=Us ... POP3/fetch

customer sends email to, say, support@mydomain.com which FORWARDS TO otrs@otrsserver
the .procmailrc (renamed from .procmailrc.dist) in /opt/otrs/ sends the ticket through PostmasterFilter and Ticket.pm

If you don't enable procmail, you will need to pop locally (probably) to get the emails that are "sitting" in postfix. If you don't have pop3 enabled locally, you should consider installing dovecot, courier, or cyrus.
https://help.ubuntu.com/community/Dovecot