The format of the e-mail address is incorrect.

[jip]

I have a strange problem.

We are using OTRS 3.0.4 on a windows machine.

When a new ticket is created, notifications are sent to a company email adres, for example: rene.peters@forma.eu.

But....when I open a ticket and use OTRS to sent emails, the emails to customers are sent correctily but email to company email adresses are NOT sent.

We don't get error messages, but new tickets are created with the following content:

Your message

To: Floris Peters
Cc: rene.peters@forma.eu
Subject: Re: Storing piepers [FormaTicketNr201101261638]
Sent: Sat, 23 Apr 2011 07:32:19 +0200

did not reach the following recipient(s):

Remi Peters on Sat, 23 Apr 2011 07:32:25 +0200
The format of the e-mail address is incorrect. Check the address,
look up the recipient in the Address Book, or contact the recipient
directly to find out the correct address.
< smtp-vbr9.xs4all.nl #5.1.3 SMTP; 553 sorry, your domain does not
exists.>

In the above example, I created a email message to customer email adress: rpj.peters@gmail.com and a CC to rene.peters@forma.eu. The email to rpj.peters@gmail.com was sent correctly, but for some reason the mail to rene.peters@forma.eu did not.
Notifications to the adres rene.peters@forma.eu are sent and received correctly. I don't understand this!!!

Could anyone please give me a hint.

A am using a smtp server of our for sending e-mails.

[crythias]

Short answer: The remote server is blocking you.

Why?
Because the send from (your OTRS install) doesn't have a [real] domain.

How to fix?
First, determine what part of OTRS is sending the email.

Maybe look at this,
http://forums.otrs.org/viewtopic.php?f= ... 23&p=31836

[jip]

Thank you for your quick response!!!

There must be a difference between the process that sends the notification emails and the process that sent the ticket emails. Because notification tickets are sent correctly, but ticket emails don't. Well...only the one's that are sent to our own domain are rejected, and only the one's sent within the ticket. Notificiations to our own domain are processed correctly.

You already pointed me in that direction, because you said that I have to determine what process is sending the emails.

Hmmm....any info is would be welcome.

[crythias]

Verify the email address attached to the queue from the admin panel.

[jip]

I used 2 accounts. But they had the same email adress. I disabled one, but there is no difference in handling.

I remember that there were some changes lately on our mailserver/network. The IT guy's keep telling me that there was nothing changed, but since that day we are having these problems.
Although it is strange that notifications sent from otrs are accepted by the the mailserver of our company but ticketemails not. Then it is complaining about a wrong domain of the email-to adres....

[jip]

I created a gmail account and used smtp.gmail.com as outgoing mail server.

Now I am able to sent mail from tickets to local adresses. So my problem seemed to be solved. I still don't understand why but oke....

I changed the outgoing email adres in the google settings, but on every mail the header says that te mail was sent on behalf of... That's not so nice but oke....

[crythias]

You should approve the send from email address. See the howtos here.