Can't send email to external email like google email.

[condescendent]

Dear users and forum moderators:

I have an issue with OTRS after I came to a new company and took over the system admin's job. It's the first project for me.

When my user submits tickets on OTRS using internal email address(the email server is inhouse, on the same LAN as users), they can receive confirmation and updates emails perfectly. However, for some reason, if they use an external email address like goolge email or Yahoo's, the email function can't work. The users didn't receive any emails from OTRS. I grep all lines about the external email in maillog file and found the relay field is empty with "relay=none" showed in the log file. I also checked the "admin' --> "SysConfig" --> "Core::Sendmail" module, but didn't know how to change the settings here.

I was guessing missing some external-email modules or the settings for external email is wrong. Is there anybody here had the same issue before and is willing to help.

I appreciate your help and thank you in advance.

[crythias]

Code: Select all

connect to alt2.gmail-smtp-in.l.google.com[2607:f8b0:4002:c04::1b]:25: Network is unreachable

seems it's resolving dns with ipv6 and can't connect.

[condescendent]

Thank you for replying.

why it uses ip v6 instead of v4, i have a dns server on the LAN, is it the problem? Do I need test dns settings on the server and which command should I use.

And why the reply field is relay=none, for the internal emails, this field shows my email server's FNDS.

Code: Select all

connect to alt2.gmail-smtp-in.l.google.com[2607:f8b0:4002:c04::1b]:25: Network is unreachable

seems it's resolving dns with ipv6 and can't connect.

[crythias]

Your otrs box is prevented from connecting outside your lan to port 25. This is a firewall issue, and could be DNS, but it's a network issue, not an OTRS issue.

[condescendent]

Do you mean the firewall on the otrs box blocked the port 25, so that the external emails couldn't be relayed to my exchange server?

I checked the log on the exchange server 2003, it has all the internal emails but no any external emails log. If the port 25 on the otrs is blocked, why the internal emails can be delivered out.

I got another post from a forum, one of the posts said like this, do you think it's the reason:

"The issue is that the mailserver does not have a path to the outside.
You need to find a local/internal mail relay server and configure this mail server to relay externally destined emails through that host. You would define the rule in the /etc/postfix/transport config file"

Your otrs box is prevented from connecting outside your lan to port 25. This is a firewall issue, and could be DNS, but it's a network issue, not an OTRS issue.

[crythias]

These state the same things. You do not have a path to the outside for port 25. If you don't understand how to address this, talk to your system admin... er.. ok. you need to either fix your network's firewall to allow the otrs server to send out to the world directly via tcp port 25 OR you need to point your OTRS server's mail system to use, for instance, your exchange server as the SMTP smarthost/relay.

"Do you think this is the problem?"
Yes.

"It still doesn't work! What do I change?"
I don't know. I don't know what your system's outbound mail transfer agent is. It could be exim or postfix or qmail or just sendmail or some other system, but you'd change to SMTP and point to your exchange server with OTRS instead. Each of those have their own configuration, and many times the configuration method may vary with the operating system distribution. The easiest solution is *generally* to make sure there's an exception on your firewall for the OTRS server to pass port 25 traffic outbound.

The thing is, if you don't understand how to address your firewall to do this, I'm not sure it's going to be easier (though it's likely the more "correct" solution) for you to set up Exchange to relay for OTRS. There are other posts that might point you in the right direction, though.

(Also, please don't cross post your messages in the future.)

[condescendent]

thanks for yoru reply. I got it solved last week. I just find the email module and changed the send email module to SMTP and added one of the email box credentials on my exchange server. The default/original one was "Sendmail" module. I guess the default one has some errors which prevent it from sending emails to outside.

After all, I got it solved. Thank you very much, I appreciate your help. I will read more posts for OtterHub.

[jojo]

for sendmail you need to configure the local MTA