Agent Notification Issues

[jeffreyeff]

I am running OTRS 3.1.12 and am having trouble with agent notifications. Customers can send email to the helpdesk mailbox and it is placed in the queue without problems. Agents can reply to customer tickets and those emails work as well.

A seperate but I believe related issued is that when a ticket is created in the customer portal the page goes blank after the customer submits the ticket. When I look at the queue, the customer's ticket was created. I'm guessing it's hanging on the agent notification, but that's just a guess.

I've checked the otrs.log but it doesn't show any errors:
[Wed Jan 23 10:05:01 2013][Notice][main::_AutoRestart] Scheduler service is stopping due a restart.
[Wed Jan 23 10:05:02 2013][Error][main::_AutoRestart][666] Could not start-up new Scheduler instance.
[Wed Jan 23 10:05:03 2013][Notice][main::_start] Scheduler Service is starting...!
[Wed Jan 23 10:05:04 2013][Notice][main::_start] Scheduler Service start! PID 4004
[Wed Jan 23 10:05:30 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2013012310000028/testing again :] created (TicketID=3,Queue=Raw,Priority=3 normal,State=new)
[Wed Jan 23 10:06:29 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2013012310000037/testing again :] created (TicketID=4,Queue=Raw,Priority=3 normal,State=new)
[Wed Jan 23 10:41:17 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2013012310000046/I call this tes] created (TicketID=5,Queue=Postmaster,Priority=3 normal,State=new)
[Wed Jan 23 10:58:56 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2013012310000055/testing - pleas] created (TicketID=6,Queue=Postmaster,Priority=3 normal,State=open)

Thoughts?

[jojo]

check apache error log and mail servers log, it is caused because the <> sender is not allowed to send an email

[jeffreyeff]

I'm not terribly familiar with Apache but I looked in both the access log and don't really see anything that looks like an error:

192.168.15.107 - - [23/Jan/2013:10:04:14 -0500] "GET /otrs/index.pl?Action=AgentPreferences;Priority=;Message=Preferences%20updated%20successfully! HTTP/1.1" 200 36343
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/css-cache/CommonCSS_99828b52074729f35e94b014866153c5.css HTTP/1.1" 200 84842
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/css/thirdparty/ui-theme/jquery-ui.css HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/js/js-cache/CommonJS_2070f2a4fcaba45c3ff8f773020f6905.js HTTP/1.1" 200 320158
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/search_bg.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/logout_sprite.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/header_bg.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/navigation_sprite.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/arrow_top.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/widget_bg_100.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/logo_bg.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/css/thirdparty/ui-theme/images/ui-bg_glass_75_ffffff_1x400.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:15 -0500] "GET /otrs-web/skins/Agent/default/img/icons/calendar.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:04:00 -0500] "POST /otrs/customer.pl HTTP/1.1" 200 -
192.168.15.107 - - [23/Jan/2013:10:04:17 -0500] "GET /favicon.ico HTTP/1.1" 404 209
192.168.15.107 - - [23/Jan/2013:10:04:26 -0500] "GET /otrs/index.pl?Action=AgentPreferences HTTP/1.1" 200 36196
192.168.15.107 - - [23/Jan/2013:10:04:28 -0500] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 200 28038
192.168.15.107 - - [23/Jan/2013:10:04:28 -0500] "GET /otrs-web/skins/Agent/default/css-cache/ModuleCSS_fde12232d1103c7f092b5b6f5bd331e8.css HTTP/1.1" 200 1438
192.168.15.107 - - [23/Jan/2013:10:04:28 -0500] "GET /otrs-web/js/js-cache/ModuleJS_c288e544adb6b3cb30d819fe41965367.js HTTP/1.1" 200 419
192.168.15.107 - - [23/Jan/2013:10:04:41 -0500] "GET /otrs/index.pl?Action=AdminGenericAgent HTTP/1.1" 200 11224
192.168.15.107 - - [23/Jan/2013:10:04:42 -0500] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 200 28038
192.168.15.107 - - [23/Jan/2013:10:04:45 -0500] "GET /otrs/index.pl?Action=AdminSysConfig HTTP/1.1" 200 13996
192.168.15.107 - - [23/Jan/2013:10:04:46 -0500] "GET /otrs-web/skins/Agent/default/css-cache/ModuleCSS_ed8438c87e3541782391a16c81fb57c2.css HTTP/1.1" 200 3492
192.168.15.107 - - [23/Jan/2013:10:04:50 -0500] "POST /otrs/index.pl HTTP/1.1" 200 26275
192.168.15.107 - - [23/Jan/2013:10:04:54 -0500] "GET /otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core%3A%3ASendmail;SysConfigGroup=Framework HTTP/1.1" 200 23987
192.168.15.107 - - [23/Jan/2013:10:04:59 -0500] "POST /otrs/index.pl HTTP/1.1" 302 140
192.168.15.107 - - [23/Jan/2013:10:05:02 -0500] "GET /otrs/index.pl?Action=AdminSysConfig;Subaction=Edit;SysConfigSubGroup=Core::Sendmail;SysConfigGroup=Framework; HTTP/1.1" 200 24209
192.168.15.107 - - [23/Jan/2013:10:05:04 -0500] "GET /otrs-web/skins/Agent/default/css-cache/CommonCSS_6bc0f4ce20e483a6319cedfcafbdeed7.css HTTP/1.1" 200 84842
192.168.15.107 - - [23/Jan/2013:10:05:04 -0500] "GET /otrs-web/skins/Agent/default/css-cache/ModuleCSS_a012b48b5873dd16bf35d78a5a14765d.css HTTP/1.1" 200 3492
192.168.15.107 - - [23/Jan/2013:10:05:04 -0500] "GET /otrs-web/js/js-cache/CommonJS_5b180115fac2a522e3344082f4454b03.js HTTP/1.1" 200 320158
192.168.15.107 - - [23/Jan/2013:10:05:04 -0500] "GET /otrs-web/js/js-cache/ModuleJS_e90bda7a16aafc824b883a9a62632974.js HTTP/1.1" 200 419
192.168.15.107 - - [23/Jan/2013:10:05:06 -0500] "GET /favicon.ico HTTP/1.1" 404 209
192.168.15.107 - - [23/Jan/2013:10:05:08 -0500] "POST /otrs/customer.pl HTTP/1.1" 200 10404
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/skins/Customer/default/css-cache/CommonCSS_02cc72386a4f9a375cb55467be7073aa.css HTTP/1.1" 200 29629
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/skins/Customer/default/css/thirdparty/ui-theme/jquery-ui.css HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/js/js-cache/CommonJS_b6bfe85377ede1a41796f77b06b02ce3.js HTTP/1.1" 200 292058
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/js/thirdparty/ckeditor-3.6.3/ckeditor.js HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/skins/Customer/default/img/GradientSmall.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/skins/Customer/default/img/logo.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/skins/Customer/default/img/controlrow_isolator.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/skins/Customer/default/img/button_bg.png HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:09 -0500] "GET /otrs-web/js/thirdparty/ckeditor-3.6.3/skins/default/skin.js?t=C3HA5RM HTTP/1.1" 304 -
192.168.15.107 - - [23/Jan/2013:10:05:29 -0500] "POST /otrs/customer.pl HTTP/1.1" 200 -
192.168.15.107 - - [23/Jan/2013:10:05:36 -0500] "GET /favicon.ico HTTP/1.1" 404 209
192.168.15.107 - - [23/Jan/2013:10:06:03 -0500] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 200 28038
192.168.15.107 - - [23/Jan/2013:10:06:03 -0500] "GET /otrs-web/skins/Agent/default/css-cache/ModuleCSS_acac757a8971fb859243e80f1430b843.css HTTP/1.1" 200 1438
192.168.15.107 - - [23/Jan/2013:10:06:05 -0500] "GET /otrs/index.pl?Action=AdminMailAccount HTTP/1.1" 200 13489
192.168.15.107 - - [23/Jan/2013:10:06:05 -0500] "GET /otrs-web/skins/Agent/default/img/icons/trash-can.png HTTP/1.1" 200 367
192.168.15.107 - - [23/Jan/2013:10:06:06 -0500] "GET /otrs/index.pl?Action=Admin HTTP/1.1" 200 28038
192.168.15.107 - - [23/Jan/2013:10:06:08 -0500] "GET /otrs/index.pl?Action=AdminSystemAddress HTTP/1.1" 200 12055
192.168.15.107 - - [23/Jan/2013:10:06:10 -0500] "GET /otrs/index.pl?Action=AdminSystemAddress;Subaction=Change;ID=1 HTTP/1.1" 200 15657
192.168.15.107 - - [23/Jan/2013:10:06:19 -0500] "POST /otrs/index.pl HTTP/1.1" 200 12217
192.168.15.107 - - [23/Jan/2013:10:06:29 -0500] "POST /otrs/customer.pl HTTP/1.1" 200 -
192.168.15.107 - - [23/Jan/2013:10:06:35 -0500] "GET /favicon.ico HTTP/1.1" 404 209

I'm using Office 365 and don't have access to those logs, but suspect you are right. Having said that, what do I need to do in OTRS to ensure the emails are being sent from an account with permission? I've added the email address that is authenticated to Office 365's SMTPTLS to SendmailNotificationEnvelopeFrom on the Framework -> Core::Sendmail sysconfig page, but still no love. Any ideas?

[reneeb]

It's not an OTRS issue. You have to give the sender address appropriate permissions in your Exchange server...