Ticket gets created but no email sent (smtp error)

[Romaing]

Hi,

i get this error when creating a mail ticket.

I use otrs 3.1.2 on a ubuntu server 10.04.
I followed this tutorial for the installation: http://wiki.otterhub.org/index.php?titl ... ynx_(10.4)

The thing is, it was working this morning...

Impossible to send message to...

Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Fri Mar 30 16:02:49 2012 Message: Impossible to send message to: "xxx" <xxx>, . Traceback (995): Module: Kernel::System::Ticket::Article::ArticleSend (v1.309) Line: 2180 Module: Kernel::Modules::AgentTicketEmail::Run (v1.40) Line: 1271 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 46 Module: (eval) (v1.90) Line: 204 Module: ModPerl::RegistryCooker::run (v1.90) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.90) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

Any advices ?

Best regards

[jojo]

check the logs of your mailserver

[Romaing]

well, thanks.

message i got was:

[Error][Kernel::System::Email::SMTP::Send][Line:130]: Can't use from 'otrs@localhost': 555sorry, invalid MAIL FROM for open-smtp session (http://travaux.ovh.com/?do=details&id=2602)#012! Enable Net::SMTP debug for more info!

the linked page on ovh states that it's in order to prevent spam that they don't accept different addresses and that the address for the From/sender filed must be identical to the one connected for POP access.
so in the email parameter [set sender email for this address], i put the one from the mailserver, and it works now.

Is this a good practice or should i do something else ? (i'm a trainee and just discovering otrs, as well as all the mail stuff on linux), shouldn't the proper way be to have the otrs server email address as sender ?

[Romaing]

[found the answer]: http://lists.otrs.org/pipermail/otrs/20 ... 30071.html
pfffff....

----------------------
up

So a few days later...

I got some things configured but there is one problem: neither agents nor clients receive an email after a client successfully created a ticket.

For example:
- in the email settings:
1/ postmaster mail: i put an agent with a company email (john@company.com)
with the right password to the company mail server 'mail.company.com'
That email is on the 'incident' queue and is valid/verified
2/ the sender email adresses: i have that same john@company.com in the 'incident' queue

- in the queue settings:
1/In automatic answers, the autoreply/new ticket is set with automatic answer from 'john@company.com'
2/ in the auto responses <-> queues, the "incident" queue has defaut reply after ticket creation
3/ Files: for the "incident" file, the system address is john@company.com

So then i create a ticket, ticket gets created fine but no email is sent to the agent or the client
the user.log still points me to the same stmp error above but i can't figure out what i'm doing wrong (dumbdumb)

Because when i check the ticket with the agent in the adshboard, and simply select => answer -> empty answer to send manually a confirmation, the email works fine, no errors, with the same email account, and the client receives the email from john@company.com...

I enabled the smtp debug log but don't really see anything more in the error log.

[edit]: oh also if i create a new ticket as an agent to customer, ticket gets created fine, the customer gets an email, but the agent still doesn't, and the log also gives the smtp error.