[SOLVED] Automatic response SMTP error

[Kris]

Hi all,

We've recently installed version 3.2.3
We have an AD backend (which works fantastic btw).

The problem we're facing atm is that when a ticket is submitted through the Customer Portal the Automatic Response can't be send.
It looks like the user data somehow is misinterpreted (sp?)
It tries to send the message to my first name instead of my email address.

Any ideas on this? I'm stuck....

from otrs.log:
------------------------------------------------------
[Thu Mar 28 11:14:59 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [2013032810000293/rtyrty] created (TicketID=55,Queue=Hardware::Computer::Systeemkast,Priority=3 normal,State=new)
[Thu Mar 28 11:15:00 2013][Error][Kernel::System::Email::SMTP::Send][143] Can't send to 'Kris': 5015.1.3 Invalid address
! Enable Net::SMTP debug for more info!
[Thu Mar 28 11:15:00 2013][Info][Kernel::System::Email::Send] Error sending message
[Thu Mar 28 11:15:00 2013][Error][Kernel::System::Ticket::Article::ArticleSend][2074] Impossible to send message to: Kris Hoedt, ten <kthoedt@mycompany.com> .
[Thu Mar 28 11:15:00 2013][Notice][Kernel::System::Ticket::Article::SendAutoResponse] Sent auto response (SendAutoReply) for Ticket [2013032810000293] (TicketID=55, ArticleID=) to 'Kris Hoedt, ten <kthoedt@mycompany.com>'.

from apache log:
------------------------------------------------------
Net::SMTP>>> Net::SMTP(2.31)
Net::SMTP>>> Net::Cmd(2.29)
Net::SMTP>>> Exporter(5.64_01)
Net::SMTP>>> IO::Socket::INET(1.31)
Net::SMTP>>> IO::Socket(1.31)
Net::SMTP>>> IO::Handle(1.28)
Net::SMTP=GLOB(0xb6a95b4)<<< 220 smtp.mycompany.com Microsoft ESMTP MAIL Service ready at Thu, 28 Mar 2013 11:14:58 +0100
Net::SMTP=GLOB(0xb6a95b4)>>> EHLO otrs.mycompuany.com
Net::SMTP=GLOB(0xb6a95b4)<<< 250-smtp.mycompany.com Hello [10.1.34.23]
Net::SMTP=GLOB(0xb6a95b4)<<< 250-SIZE 25600000
Net::SMTP=GLOB(0xb6a95b4)<<< 250-PIPELINING
Net::SMTP=GLOB(0xb6a95b4)<<< 250-DSN
Net::SMTP=GLOB(0xb6a95b4)<<< 250-ENHANCEDSTATUSCODES
Net::SMTP=GLOB(0xb6a95b4)<<< 250-STARTTLS
Net::SMTP=GLOB(0xb6a95b4)<<< 250-AUTH
Net::SMTP=GLOB(0xb6a95b4)<<< 250-8BITMIME
Net::SMTP=GLOB(0xb6a95b4)<<< 250-BINARYMIME
Net::SMTP=GLOB(0xb6a95b4)<<< 250-CHUNKING
Net::SMTP=GLOB(0xb6a95b4)<<< 250-XEXCH50
Net::SMTP=GLOB(0xb6a95b4)<<< 250 XSHADOW
Net::SMTP=GLOB(0xb6a95b4)>>> MAIL FROM:<>
Net::SMTP=GLOB(0xb6a95b4)<<< 250 2.1.0 Sender OK
Net::SMTP=GLOB(0xb6a95b4)>>> RCPT TO:<Kris>
Net::SMTP=GLOB(0xb6a95b4)<<< 501 5.1.3 Invalid address
ERROR: OTRS-CGI-10 Perl: 5.12.3 OS: MSWin32 Time: Thu Mar 28 11:15:00 2013

Message: Can't send to 'Kris': 5015.1.3 Invalid address
! Enable Net::SMTP debug for more info!

[crythias]

show your CustomerUser Map

[Kris]

YES SIR!

$Self->{CustomerUser} = {
Module => 'Kernel::System::CustomerUser::LDAP',
Params => {
Host => 'dc.mycompany.com',
BaseDN => 'DC=mycompany,DC=com',
SSCOPE => 'sub',
UserDN => 'user',
UserPw => 'password',
},
CustomerKey => 'sAMAccountName',
CustomerID => 'mail',
CustomerUserListFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchFields => ['sAMAccountName', 'cn', 'mail'],
CustomerUserSearchPrefix => '',
CustomerUserSearchSuffix => '*',
CustomerUserSearchListLimit => 250,
CustomerUserPostMasterSearchFields => ['mail'],
CustomerUserNameFields => ['givenname', 'sn'],
Map => [
[ 'UserFirstname', 'Firstname', 'givenname', 1, 1, 'var' ],
[ 'UserLastname', 'Lastname', 'sn', 1, 1, 'var' ],
[ 'UserLogin', 'Login', 'sAMAccountName', 1, 1, 'var' ],
[ 'UserEmail', 'Email', 'mail', 1, 1, 'var' ],
[ 'UserCustomerID', 'CustomerID', 'mail', 0, 1, 'var' ],
[ 'UserPhone', 'Phone', 'telephonenumber', 1, 0, 'var' ],
],
};

[Kris]

Any other takers on this one?

Not to rush anyone or something, but I kinda promised I'd deliver a working configuration today

[reneeb]

This is invalid: Kris Hoedt, ten <kthoedt@mycompany.com>
It should be "Kris Hoedt, ten" <kthoedt@mycompany.com>. But currently I have no time to check why this isn't quoted properly.

[crythias]

on the other hand, reneeb points out something that applies to your presented display name. If you didn't have (for instance, ", Jr") with a comma it might just work.

[Kris]

My real-life name is "Kris ten Hoedt"

In ad (w/o quotes):
givenName: "Kris"
sn: "Hoedt, ten"
displayName "Kris ten Hoedt"

The reason for this is that most apps in our region use the main part of the surname as search key.

So Eddie van Halen would be "Halen, Eddie van" or "Eddie, Halen, van"...

Meanwhile I changed my surname in AD. Should I re-sync or something to get it working?
Restart Apache?

[reneeb]

on the other hand, reneeb points out something that applies to your presented display name. If you didn't have (for instance, ", Jr") with a comma it might just work.

IMHO this is a bug in OTRS... It should quote the realname properly.

[Kris]

I just tested: It only happens to users with a comma in their surname.
However, changing this in AD doesn't solve it.

[Kris]

Any updates on this?
Maybe someone can point me to the code that retreives the names, so maybe I can try and fix it myself?

[jojo]

did you create a Bug report?

[Kris]

No I didn't.
But if you reckon it's a bug I guess I should then eh...

[jojo]

yes, and please post the Bug ID here.

[Kris]

Bug ID = 9306
http://bugs.otrs.org/show_bug.cgi?id=9306

[Kris]

bug solved