Agents Unable to Respond to Tickets

[danburger]

Howdy all, my group recently took over a website contract that was using otrs 3.1.4 for their helpdesk. At first things were working great but now we have a problem where our new agents can't respond to tickets.

The Agents can compose a message but when we hit 'submit' nothing happens, the popup window with the response in it just goes white and takes us back to the index.pl page. Also nothing shows up in the otrs log usually. Sometimes a 'ticketpermission' error will pop up saying the Agent only has read only access but I have made sure all our agents have read write access to every group and we still have the problem.

Every once in a while we can get an email response out but almost always they do not send even though they register in the otrs zoom ticket view as being sent.

So far I have tried restarting the otrs services and playing with the smtp sendmail settings but no luck. Interestingly out auto responses ALWAYS go out and notifications of new tickets always go out so its making me think there is some permission problem I am not getting.

Any help would be appreciated but I am not an otrs expert and have no idea how the settings were originally setup since we inherited these servers from another company.

[crythias]

hang on submit is usually a problem where the mail service is not allowing the OTRS server to send ticket notifications. SysLog may show something, but the gist is generally:
1) SMTP permissions
2) SMTP ports
3) Relay blocking
4) firewall

[danburger]

I have the port open on 587 for smtp and otrs has no problem sending notifications to agents or customers. But when agents try to compose a message it won't send. Nothing showing up in system log and I can't find any stmp permissions settings. Any other ideas what it could be?

[crythias]

But when agents try to compose a message it won't send

The send from the queue might not be an allowed send-as.

[danburger]

Ok, where do I configure whats allowed to be sent?

[crythias]

Ok, where do I configure whats allowed to be sent?

Ask your email provider.

The email attached to a Queue determines the from address.

[danburger]

Looks like my send from email is already approved by my provider, any other ideas of what it could be?
Thanks for all the help!