Configuring OTRS 3.x with Exchange 2010 does not work

[cyr0nk0r]

http://forums.otrs.org/viewtopic.php?f= ... nge#p39213
http://forums.otrs.org/viewtopic.php?f= ... nge#p26487
http://forums.otrs.org/viewtopic.php?f= ... nge#p23752
http://forums.otrs.org/viewtopic.php?f= ... nge#p19982

Lots of searching has clearly demonstrated that no one has been able to get OTRS 3.x working correctly with Exchange 2010. Has anyone been able to get their install correctly sending emails without having to do workarounds?

If you attempt to enable SMTPTLS on OTRS 3.x it completely breaks your install.
as seen here : http://forums.otrs.org/viewtopic.php?f=62&t=12407
and here : http://forums.otrs.org/viewtopic.php?f=62&t=12176

Our current setup is as follows
OTRS 3.0.10
on Windows Server 2008 R2 SP1
on Apache

Exchange Server 2010 SP1
on Windows Server 2008 R2 SP1

telnet to port 25 on exchange server from OTRS server produces
220 exchange.server.com Microsoft ESMTP MAIL Service ready at Mon, 7 Nov 2011 14:31:00 -0700

Can anyone provide working configuration steps to get OTRS to work with Exchange 2010 sending mail?

[jojo]

There is no known error using SMTPTLS.

Please check the settings of your exchange server, try alternate protocols like SMTP or SMTPS

[cyr0nk0r]

There is no known error using SMTPTLS.

Please check the settings of your exchange server, try alternate protocols like SMTP or SMTPS

We have.

Settings for Core::SendMail
SendMailModule : SMTP
Host : 10.128.2.30
Port : 25
AuthUser : Administrator@domain.com
AuthPass : password

When attempting to create a test ticket and do an "empty reply" email the pop up window containing the email will appear, but when sending all that you get after clicking submit is a blank page. No error, or status or anything. Just stays stuck on a blank white page.

No emails are delivered to the user, nor are any error messages generated in the OTRS\OTRS\var\log folder.

I'm at a loss as to how things should be configured. What sounds so easy on paper in reality is so difficult I have not found a single successful thread about someone getting it to actually work with Exchange.


EDIT: When switching the module settings from SMTP to SMTPS we at least start getting the following errors:

Backend ERROR: OTRS-CGI-01 Perl: 5.12.3 OS: MSWin32 Time: Mon Nov 7 14:52:40 2011 Message: Impossible to send message to: Test User <TUser@domain.org> . Traceback (2124): Module: Kernel::System::Ticket::Article::ArticleSend (v1.274.2.2) Line: 2042 Module: Kernel::Modules::AgentTicketCompose::Run (v1.124.2. Line: 534 Module: Kernel::System::Web::InterfaceAgent::Run (v1.58.2.1) Line: 853 Module: ModPerl::ROOT::ModPerl::Registry::C_3a_Program_20Files_20_28x86_29_OTRS_OTRS_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 49 Module: (eval) (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::run (v1.89.2.1) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.89.2.1) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

var\log\otrs.log result

[Mon Nov 7 14:52:40 2011][Error][Kernel::System::Email::SMTPS::Send][137] Can't connect to 10.128.2.30: Bad file descriptor!
[Mon Nov 7 14:52:40 2011][Info][Kernel::System::Email::Send] Error sending message
[Mon Nov 7 14:52:40 2011][Error][Kernel::System::Ticket::Article::ArticleSend][2042] Impossible to send message to: Test User <TUser@domain.org> .

[jojo]

please check also the settings of the mail server, you need to enable SMTPS also

[cyr0nk0r]

We've given up on this product.
The support here has been abysmal. OTRS looks nice and is very flashy, but configuration is a nightmare and looking through these forums I can see that it clearly isn't mature enough of a product to support enterprise configurations without hours upon hours of configuration.

Threads I have linked to in my first post demonstrate mail config with exchange is pretty much impossible.

[crythias]

It isn't impossible. It doesn't take hours to configure, either. Support on this forum is provided by people who voluntarily wish to provide it.

At the minimum, you could have had an open transport hub entry for your ip address that hosts OTRS.

There are other error messages that are relevant, and I know I've handled OTRS through Exchange 2007.
http://forums.otrs.org/viewtopic.php?f=62&t=11252
http://forums.otrs.org/viewtopic.php?f=62&t=8652

ppm install Net::SSLeay

[jojo]

Exchange 2010 is clearly not an enterprise environment.

This forum is a community support forum, you also can get get commercial support and consulting

[jfreeman2nc]

OTRS is working and has no issues with Exchange 2003, just wondering what major change in 2010 is causing the send mail problems?

[crythias]

I don't believe there is a significant change. The SSL issue is known and is easily remedied. There is, however, more hardening of relay in 2010, which if you need to have a fully open relay (sometimes that's all you can do) you'll need to use the 2010 console to make a relay adjustment. You should make certain you're only relaying for your otrs IP.

[jfreeman2nc]

Good info to know for down the road.

[r00ki3]

We are using exchange 2010 and OTRS and it is working very well!

u need 2 accounts for OTRS one for admin and one for notification and also u need to set ur rights well!

[nkundalia]

We are using exchange 2010 and OTRS and it is working very well!

u need 2 accounts for OTRS one for admin and one for notification and also u need to set ur rights well!

Hi,

I'm trying to setup OTRS but am having trouble getting SMPT working properly.

Can you tell me how you got it working?

I've setup OTRS 3.0.11 on a Windows 2008R2 Server that is connecting to an Exchange 2010 server across a firewall rule specifically to allow imap and smtp, plus a couple of other protocol for good measure!

I can telnet using imap4 across to the exchange server no problem, but when I try to telnet to 25 or port 587 I can't connect it instantly is rejected (I also tried this with the firewall policy allowing all traffic through with the same result)

Any pointers would be great

Thanks

N

[crythias]

You need to set your hub (Exchange Console) to allow an exception for your otrs IP address.

[nkundalia]

You need to set your hub (Exchange Console) to allow an exception for your otrs IP address.

Hi,

I'm currently trying to set this up, are there any specific settings when creating the connector that I should look out for?

Thanks

N

[crythias]

Although I know this will be highly unacceptable for most normal purposes, making Exchange an open relay for the ip address of your OTRS box will mitigate practically all issues (and no need for authentication). Practically is based upon otrs being on the lan side and having a reasonable chance that it won't be virused and start spamming. *cough* windows desktop *cough* *cough* windows terminal server *cough*

http://technet.microsoft.com/en-us/libr ... 32021.aspx

[KimmoJ]

I too had very minimal issues with Exchange and OTRS, and the problems were all with Exchange rather than OTRS.

As crythias says, the sensible thing to do is to create a new Receive Connector for Exchange 2010 that is allowed to relay, then just add "your.otrs.box.ip/32" as an acceptable user for that connector. Receive Connector in this case means what the Exchange server recieves - ie, mail sent out of OTRS and into Exchange for forwarding to external recipients.

Assuming the OTRS box itself doesn't get rootkitted and used as a spambot, there is almost no added security risk, and if it does get used as a spambot you have much deeper issues to deal with already...

[nkundalia]

Thanks,

I've created a receive connector and am currently trying to work out how to get it working properly, from what I can see it looks configured correctly to port 587 but can't telnet to the port from the OTRS server!

Will keep updating as I progress!

N

[KimmoJ]

Make sure you also follow crythias's link up there, you have to run an Exchange CLI command on that receive connector to make it available for relaying in addition to setting it to basic authentication.

Port 25 should work, it's what I'm using even though the submission port on 587 should be fine too.