After OTRS Installation

[Nandeesh]

Hi Everyone,

I am new to OTRS, I have configured OTRS 3.1.7 on Centos Linux system and i able to send and receive emails from the OTRS.

Problem is while replying the email from the OTRS, I can see reply option but can not see send option. Request you to provide me the steps to find send icon/option.

After installation what other steps i need to follow to configure OTRS to make it work fine with out any problem.

Thanks in advance.

Regards,
Nandeesh

[jojo]

you need to assign responses to the queues

[Nandeesh]

Hi Jojo,

Thanks for your reply. Can you please let me know how to configure auto response to received emails in OTRS.

[jojo]

RTFM (http://doc.otrs.org)

[Nandeesh]

Hi JoJo,

Thanks once again for your reply.

Followed instruction given in pdf regarding auto response configuration, but still OTRS is not sending auto response to received emails.

Regards,
Nandeesh

[crythias]

What do the logs say?

[Nandeesh]

Hi Crythias,

Please find log details - Response::Agent: 0s taken (URL:Action=AdminLog:Nandeesh)

Regards,
Nandeesh

[crythias]

That's less than helpful. Check System Log in OTRS, tell us your version and OS...

[Nandeesh]

Hi Crythias,

Auto repsonse problem has been solved. OTRS 3.1.7 installed on Centos 6.3(64-BIT)

I am facing problem while receiving new emails, i need to keep on click on fetchmail button to receive new emails into OTRS from my web email. Once email has been received into OTRS then auto response will generate new ticket and sent to clients.

Please guide me how to receive new email into OTRS with out clicking on fetachmail option again and again.

Regards,
Nandeesh

[crythias]

Again, RTFM regarding cron.

[Nandeesh]

Hi Crythias,

I am getting an error while sending new phone/email ticket, autoresponse ticket and closed tickets in otrs 3.1.7 and following are the error details

error OTRS-CGI-10 Impossible to send message to: abc@domain.com, .
info OTRS-CGI-10 Error sending message
error OTRS-CGI-10 SMTP authentication failed: 535User admin@domain.com has exceeded their send quota
notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [201209121033] (TicketID=78, ArticleID=) to 'abc@domain.com,'.
notice OTRS-CGI-10 New Ticket [201209121033/Phone Ticket] created (TicketID=78,Queue=Single Point Of Control,Priority=5 very high,State=open)

Please provide me the steps to solve this problem and advice me on the same.

Regards,
Nandeesh

[crythias]

ask your email send provider.

[Nandeesh]

Hi,

I am getting response from OTRS 3.1.7 only after particular time(After 4 pm). OTRS receive email but not responding in the remaining time intervals.

Tried to send email from OTRS but its not going to client but after 4 pm i can send and receive emails and created ticket time show different in OTRS.

Checked time in Centos os its working fine. (Main is india timings)

Log details are as follows

error OTRS-CGI-10 Impossible to send message to: abc@domain.com, .
info OTRS-CGI-10 Error sending message
error OTRS-CGI-10 SMTP authentication failed: 535User admin@domain.com has exceeded their send quota
notice OTRS-CGI-10 Sent auto response (SendAutoReply) for Ticket [201209121033] (TicketID=78, ArticleID=) to 'abc@domain.com,'.
notice OTRS-CGI-10 New Ticket [201209121033/Phone Ticket] created (TicketID=78,Queue=Single Point Of Control,Priority=5 very high,State=open)

Please advice on the same.

[Nandeesh]

I am working for indian timings.

[crythias]

error OTRS-CGI-10 SMTP authentication failed: 535User admin@domain.com has exceeded their send quota

This is not OTRS's problem to fix. Ask your smtp email provider.

[Nandeesh]

My outlook is working fine with out send and receive problem. I have applied same outlook setting in OTRS to my helpdesk email address.

If problem with email service provider then my outlook can't send or receive any emails. But i can send and receive emails after 4 pm with out any problem in otrs.

[crythias]

OTRS is returning the message from your SMTP provider verbatim. That is to say, this error message is coming from your SMTP provider. It is REPORTED by OTRS, but it is coming from the smtp provider.

It doesn't matter if *your* email works in outlook, *this* email address has exceeded the send quota. (or it has a time based window of send, for some reason).

Before you post again, confirm that you have talked to the provider of SMTP and tell us what they have said regarding this issue.