Mail not being sent - Impossible to send message

[KPS]

Occasionally I am getting the following error when sending a ticket


Error Message: Impossible to send message to: user@domain.com, .

You can or go back to the previous page.
Error Details
Backend ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Tue Aug 28 13:20:16 2012 Message: Impossible to send message to: user@domain.com, . Traceback (6948): Module: Kernel::System::Ticket::Article::ArticleSend (v1.311.2.2) Line: 2176 Module: Kernel::Modules::AgentTicketCompose::Run (v1.164.2.1) Line: 738 Module: Kernel::System::Web::InterfaceAgent::Run (v1.64) Line: 868 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) (v1.90) 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

I can't seem to work out a pattern to it. This error is coming back from users who have previously had mail sent to them. I've also had email addresses fail and then work again at a later date so I was thinking there may be something in the mail content that my mail server (Exchange 2010) didn't like. but this latest error had another user from the same domain cc'd in and their mail was sent successfully.

Any ideas

[crythias]

comma after.com.

[KPS]

Where is the comma coming from though?


http://postimage.org/image/wh036twvv/

Here is a screenshot of my ticket. The two cc'd users, one from my domain one from the customers domain both received this mail. The message failed for the user in To field

[crythias]

I do not know (customer db has bad info?), but I do know that your version of otrs should be considered for in place upgrade of version. 3.1.latest has multiple bug and security fixes that may apply to this and other questions.

[KPS]

I'm on 3.1.8. I thought I'd updated my signature but obviously not. This customer has been added as a customer but some others that have failed have not been added in as customers in OTRS. Just customers who have emailed our support address.

Any db tables I can check?

[crythias]

Not directly tables, just if the customer has an email address in "Customers", check for proper email format.

Impossible to send is not OTRS. It's either email address or dns/smtp problems.

[pdragovich]

I am also having the same problem. I am running on a Windows 2008R2 with OTRS 3.1.3.

I have tested a few messages and it looks like if you do not move the active cursor from the TO: field that it fails. When I click into the message body before I close the ticket it has completed correctly. Is there a fix for the system to not send to a blank TO: field?

Thanks,
Paul

[KPS]

I am also having the same problem. I am running on a Windows 2008R2 with OTRS 3.1.3.

I have tested a few messages and it looks like if you do not move the active cursor from the TO: field that it fails. When I click into the message body before I close the ticket it has completed correctly. Is there a fix for the system to not send to a blank TO: field?

Thanks,
Paul

My first active field is the CC one. I've been clicking on all fields before sending and it appeared to work for a while but there have been a few occasions where it failed to send again.

It's a really odd one as I've had messages that failed to send. Hit back, pasted the same text in again, clicked on To and CC fields and send again and it sent the second time.

I've never had a message fail for someone who is in the cc list either.

[KPS]

I may have got a bit further with this. I've not had a failure for a while but when pdragovich says it always fails when the To field is active, for me it always seems to work when I click on the To field before I click Submit



http://i50.tinypic.com/2w2n4au.jpg

[pdragovich]

We are using scripted responses and when we try to close the ticket it is giving the error, but if we select each e-mail field then the ticket is closed and message sent with no problems.

[KPS]

This issue has got a lot better since using the methods, I used above but I still see it from time to time.

I sent a ticket to a customer this morning that errored, went back and sent again, errored again, went back a third time and added myself to the To: list. It errored again but I received the mail. I'm waiting to see if the customer received it as well. I went back a fourth time, deleted all the previous email correspondence from the Text box and just entered my new message for the customer and this time it sent.

I can't work out what is causing it to fail. It's becoming very frustrating as emailing customers is a fundamental part of the system. I am the only person using OTRS in our company but I want to roll it out to others and can't until this has been resolved.

[KPS]

I may have got to the bottom of this.

Firstly I saw in one of the logs that I was getting a

[Tue Oct 9 11:35:28 2012][Error][Kernel::System::Email::SMTP::Send][163] Can't send message: 354Start mail input; end with <CRLF>.<CRLF>
! Enable Net::SMTP debug for more info!
[Tue Oct 9 11:35:31 2012][Info][Kernel::System::Email::Send] Error Sending Message.

I've not seen this one before so I did some searching on the 354 error

Following viewtopic.php?f=53&t=13414&p=52080 didn't seem to make a difference. My MTU settings liked fine. The I saw this one viewtopic.php?f=62&t=14481 and followed Vadims suggestion at the bottom.

Straight away now, when I send a mail, OTRS seems to process it and close the window very quickly whereas before, the cc messages where sent quickly but the OTRS page would take up to 30 seconds before failing or closing (The bigger the text in the article body the longer it seemed to take).

Hopefully I won't get the impossible to send message again.

[gjaps]

Hi.

I might have a similar problem.

Since we performed an update to version 3.1.6 (which was necessary because we were using a way too old version), some mail addresses don't receive mail. When an e-mail response is sent from OTRS, e-mail addresses ending in @mycompany.com (where mycompany is replaced by our real company name of course) don't receive this mail. Sending e-mails to customer e-mails, with a different company name after the @, are sent correctly.

In the beginning we received a "Mail Deliver Subsystem" message stating:

"Delivery has failed to these recipients or groups:
johndoe@mycompany.com
A problem occurred during the delivery of this message to this e-mail address. Try sending this message again."

But now I don't even receive this error e-mail.

Any ideas are more than welcome!

gjaps

[crythias]

@gjaps:
Your issue is not related to this one. It may, however, be related to you using sendmail on a linux box and the mail setup thinks that the domain is relevant to the linux box.

[gjaps]

Allright, I found out that the problem is that the e-mails were blocked by our company's mail server. To solve this, I was told to configure the companies mail server as sending mail server for OTRS. However, I cannot find where I should configure this.

The only change I've made is to add the mail server in the mail accounts as a POP3 server. (I'm not even sure if our mail server supports POP3, but that's not a problem because we're not using the auto-fetch mail system). There's no different behavior after this changes, even not after removing the other POP3 server from the list.

Where can I specify in OTRS the mail server it should use for sending out mails?

[jojo]

Core::Sendmail in sysconfig. Did you read the admin manual?

[gjaps]

Hi Jojo,

I found the setting (sorry that I didn't search here, I was fixed on the "E-mail settings" part of the admin page). However, when I change any of the values on this page, after I click "Update" the values are reset to what they were. Is this normal behavior? How should I edit these settings?

gjaps

[jojo]

did you activate the checkbox on each line you changed?

[gjaps]

Yes, all checkboxes were already checked. I only changed the values next to them. The checkbox SendmailModule::Host is grayed-out, I cannot uncheck this box.

[jojo]

check if this setting is stored in Config.pm

[bayerex]

@KPS I have the same problem. For some of my customers it fails to send and there's a comma at the end!

Did you manage to fix the problem in the end?

[KPS]

@KPS I have the same problem. For some of my customers it fails to send and there's a comma at the end!

Did you manage to fix the problem in the end?

It was linked to using Exchange to send mails. I ran Set-ReceiveConnector "YourReceiveConnectorNameForOTRS" -MaxAcknowledgementDelay 0 on my Exchange server as recommend by Vadim in viewtopic.php?f=62&t=14481 and it has worked ever since.

[bayerex]

Thanks for the response. But what is "YourReceiveConnectorNameForOTRS"? - would that be the DNS name of the exchange server that OTRS connects to?

[KPS]

Thanks for the response. But what is "YourReceiveConnectorNameForOTRS"? - would that be the DNS name of the exchange server that OTRS connects to?

Open up an Exchange Management Shell on your Exchange server and run Get-ReceiveConnector, it will list all connectors and show you what port they are running on. The identity name is the what you need to use when running the set command

[bayerex]

Thanks for the response. But what is "YourReceiveConnectorNameForOTRS"? - would that be the DNS name of the exchange server that OTRS connects to?

Open up an Exchange Management Shell on your Exchange server and run Get-ReceiveConnector, it will list all connectors and show you what port they are running on. The identity name is the what you need to use when running the set command

Damn! I don't have this command available and I have all the main components of Exchance 2010 installed. Please help!!

Get-ReceiveConnector.png

Exchange.png

[KPS]

Thanks for the response. But what is "YourReceiveConnectorNameForOTRS"? - would that be the DNS name of the exchange server that OTRS connects to?

Open up an Exchange Management Shell on your Exchange server and run Get-ReceiveConnector, it will list all connectors and show you what port they are running on. The identity name is the what you need to use when running the set command

Damn! I don't have this command available and I have all the main components of Exchance 2010 installed. Please help!!

Get-ReceiveConnector.png

Exchange.png

I'm not sure to be honest. I'm using Exchange 2010 as well. In the Management Console, have a look under Server Configuration => Hub Transport. You should be able to see your Receive Connectors there.

[bayerex]

hmm... it's empty..

Hubtransport.png

[KPS]

My Exchange server looks a lot different than yours. GNA is the name of the server by the way. The default GNA connector is the one I ran the command on