OTRS auth problem

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223roni256
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OTRS auth problem

Post by 223roni256 »

Hello i got this error when i try response for a ticket from client. I check emails settings i can send emails between client and otrs agent but i can't send response :D .


ackend ERROR: OTRS-CGI-73 Perl: 5.14.2 OS: linux Time: Fri Jan 24 10:20:31 2014 Message: Impossible to send message to: otrs1@novum.pl .

RemoteAddress: 172.16.11.74 RequestURI: /otrs/index.pl Traceback (29251): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.3) Line: 2078

Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.3) Line: 784
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.3) Line: 863
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204
Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170
Module: ModPerl::Registry::handler (v1.99) Line: 31


Thank's you for your help.
Regards.
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crythias
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Re: OTRS auth problem

Post by crythias »

First, a search

This is not an auth problem. This is a send mail problem. Impossible to send means that the method you'd use to send mail isn't allowing mail to be sent.

If linux, this tends to be sendmail or SMTP.
If windows, this tends to be Exchange/SMTP.
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223roni256
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Re: OTRS auth problem

Post by 223roni256 »

Ok fact, that is not auth problem. I Check the Framework:Core:Sendmail and option's are okey i can ping my smtp server too. In Log i got this info

error OTRS-otrs.PostMasterMailbox.pl-73 Impossible to send message to: klient_otrs <otrs1@example.pl> .
Wed Jan 29 11:01:34 2014 error OTRS-otrs.PostMasterMailbox.pl-73 Can't connect to smtp.example.pl: !

I check email acounts on admin panel too and i still got problem with response to email ?

What can be a problem ?



I have otrs 3.3.3 on ubuntu 12.04 LTS.
thank's for help.
Regrads.
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Re: OTRS auth problem

Post by reneeb »

http://www.anta.net/misc/telnet-trouble ... smtp.shtml
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223roni256
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Re: OTRS auth problem

Post by 223roni256 »

ok I got progress now I can send reply to customer but only with my main system email. If i use my main system email and also log as supervisior everything is ok. If I use another email a got this error message


Backend ERROR: OTRS-CGI-73 Perl: 5.14.2 OS: linux Time: Tue Feb 4 10:37:29 2014 Message:
Impossible to send message to: customer@wew.pl . RemoteAddress: 172.16.1.1
RequestURI: /otrs/index.pl Traceback (22046): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.3)
Line: 2078 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.3) Line: 784 Module: Kernel::System::Web::InterfaceAgent::Run
(OTRS 3.3.3) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version)
Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99)
Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31


I have otrs 3.3.3 on ubuntu 12.04 LTS.
Thank's for help.
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jojo
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Re: OTRS auth problem

Post by jojo »

check your mailservers log.
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

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223roni256
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Re: OTRS auth problem

Post by 223roni256 »

Hello i still have error OTRS-CGI-73:

Hello i still got problem: errror 73 can anyone give me more specyfic information about that, where can i find sendmail configurations, smtp serwer configurations ????
What could be a problem ???



Backend ERROR: OTRS-CGI-73 Perl: 5.14.2 OS: linux Time: Tue Feb 4 10:37:29 2014 Message:
Impossible to send message to: lucas@giga.pl . RemoteAddress: 172.16.11.74
RequestURI: /otrs/index.pl Traceback (22046): Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.3)
Line: 2078 Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.3) Line: 784 Module: Kernel::System::Web::InterfaceAgent::Run
(OTRS 3.3.3) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version)
Line: 41 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99)
Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31

Thanks for help.
Regards.


OTRS 3.3.3 ubuntu 12.04 LTS
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Re: OTRS auth problem

Post by jojo »

as I said, check the logs of the mailserver!
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
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crythias
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Re: OTRS auth problem

Post by crythias »

The problem is: You are not allowed/permitted/enabled to send the message.

Potential causes:
1) Your mail server doesn't accept connections from your OTRS box
2) Your mail server doesn't like your otrs sender for certain emails (Which ones? the ones you're not able to send)
3) Your mail server doesn't like your IP address
4) You can't connect to your mail server (see reneeb's link)
5) You don't have a valid send method on OTRS (for instance, sendmail is down, or not configured with a smarthost, or ...)
6) Your otrs box has a firewall

every part of this is a communication failure from your otrs *BOX* to your mail server. It is not a problem that OTRS can necessarily fix.
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seanoreilly
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Re: OTRS auth problem

Post by seanoreilly »

I am currently having the same problem.

Normally, OTRS allows me to send mails, but after a few mails or after running "Fetch mail" to generate new tickets, it will just stop working. However, I am still able to send mails via sendmail on the command line. The only way I am able to send mails once again via OTRS, is to reboot the server (Ubuntu)

The error I am getting is:

Backend ERROR: OTRS-CGI-01 Perl: 5.14.2 OS: linux Time: Tue Feb 25 09:50:31 2014 Message: Impossible to send message to: blank@test.com .
RemoteAddress: 105.236.178.162 RequestURI: /otrs/index.pl Traceback (1206):
Module: Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.4) Line: 2078
Module: Kernel::Modules::AgentTicketCompose::Run (OTRS 3.3.4) Line: 784 Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.4) Line: 863 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (unknown version) Line: 41
Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31
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crythias
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Re: OTRS auth problem

Post by crythias »

seanoreilly wrote: or after running "Fetch mail" to generate new tickets, it will just stop working
You are being throttled by your mail provider.

Why do I say this? Because every new ticket generates a "Hey, you created a ticket" email and (as if it were spam) blasts [number of new tickets] "New Ticket" email within a short period of time. This makes you appear as a spammer to your mail provider.
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seanoreilly
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Re: OTRS auth problem

Post by seanoreilly »

Hey crythias,

Thanks for the reply. I thought this may be the issue, but then why would I still be able to send mail via the command line through sendmail, but mails via OTRS fail?

If I was being throttled, I would assume that I would not be able to send mails via sendmail at all, for a set period of time.
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223roni256
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Re: OTRS auth problem

Post by 223roni256 »

Ok It's working crythias, reneeb and jojo very thank you for your help. I still thinking about change sending emails to fetchmail and pipe then dircetly to otrs, but maybe next time.

Thank's a lot problem solved.
Regards.
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crythias
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Re: OTRS auth problem

Post by crythias »

seanoreilly wrote:Hey crythias,

Thanks for the reply. I thought this may be the issue, but then why would I still be able to send mail via the command line through sendmail, but mails via OTRS fail?

If I was being throttled, I would assume that I would not be able to send mails via sendmail at all, for a set period of time.
Your command line sender email address is different from your otrs sender email address, likely.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
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seanoreilly
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Re: OTRS auth problem

Post by seanoreilly »

Hey crythias,

It is different (address@mydomain.com) from the default sendmail (root@localhost) command line user, but I am just using sendmail, not relaying through SMTP or anything like that.

I'll investigate if there is a throttling taking place...
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