I know it could be argued this is not OTRS's problem but I know I won't get much assistance from Microsoft so I'm turning to you for help!
We migrated our Exchange 2010 email into the Office 365 cloud and since then OTRS has been very.. strange. It's always so hit and miss if we are able to do basic functions like: create ticket, answer a customer or expect that new incoming mails will be fetched.
The typical problem is an agent writes an answer to a customer, attempts to send it, then upon clicking send the answer windows goes blank and has to be manually closed. Thereafter it's 50/50 whether the message has actually been sent or not.
Send Mail is configured:
SMTPTLS
/usr/sbin/sendmail -i -f
smtp.office365.com
Port: 587
username: (email addresses)
Sender email address: (as above)
Incoming Mail
Type: IMAPS
outlook.office365.com
Inbox
Trusted: No
We are checking new emails every 5 minutes
Code: Select all
[Tue May 28 12:50:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (otrs.stueber.de/2648)!
[Tue May 28 12:55:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (otrs.stueber.de/2648)!
[Tue May 28 12:58:34 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1002912/Anmeldungs als ] created (TicketID=3208,Queue=daVinci,Priority=1. minor,State=open)
[Tue May 28 13:00:03 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (otrs.stueber.de/2648)!
[Tue May 28 13:03:32 2013][Notice][Kernel::System::CustomerUser::DB::CustomerUserAdd] CustomerUser: 'schulleitung@marienschule-berlin.de' created successfully (17)!
[Tue May 28 13:04:25 2013][Error][Kernel::System::CustomerUser::DB::CustomerSearch][222] Need Search, UserLogin or PostMasterSearch!
[Tue May 28 13:05:02 2013][Notice][Kernel::System::PID::PIDCreate] Can't create PID PostMasterMailbox, because it's already running (otrs.stueber.de/2648)!
[Tue May 28 13:07:17 2013][Notice][Kernel::System::Ticket::ArticleStorageFS::ArticleStorageInit] Can't create C:/PROGRA~1/OTRS/OTRS/var/article/check_permissions_2504: File exists, Try: $OTRS_HOME/bin/otrs.SetPermissions.pl !
[Tue May 28 13:07:35 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1002913/Rechner einrich] created (TicketID=3209,Queue=intern,Priority=1. minor,State=open)
[Tue May 28 13:08:31 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1002914/Rechner einrich] created (TicketID=3210,Queue=intern,Priority=1. minor,State=open)
[Tue May 28 13:08:36 2013][Notice][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'ResponsibleUpdate' notification to 'craig.wellman@stueber.de'.
[Tue May 28 13:10:02 2013][Notice][Kernel::System::PID::PIDCreate] Removed PID (PostMasterMailbox/otrs.stueber.de/2648, because 1 hour old!
[Tue May 28 13:12:43 2013][Error][Kernel::System::CustomerUser::DB::CustomerSearch][222] Need Search, UserLogin or PostMasterSearch!
[Tue May 28 13:12:50 2013][Notice][Kernel::System::Ticket::TicketCreate] New Ticket [1002915/Rechner einrich] created (TicketID=3211,Queue=intern,Priority=1. minor,State=open)
[Tue May 28 13:13:07 2013][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'morecw@gmail.com,' from 'STÜBER SYSTEMS Ticketsystem <support@stueber.de>'. HistoryType => SendAnswer, Subject => AW: [Ticket#1002915] Rechner einrichten: STEP Micro X30B;
[Tue May 28 13:17:09 2013][Error][Kernel::System::MailAccount::IMAPS::_Fetch][127] IMAPS: Can't connect to outlook.office365.com
[Tue May 28 13:29:07 2013][Notice][Kernel::System::CustomerAuth::DB::Auth] CustomerUser: sekretariat@katharine-weissgerber-schule.de Authentication ok (REMOTE_ADDR: 217.7.216.48).
[Tue May 28 13:29:07 2013][Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextURL to improve performance. Use ALL if OutputFilter should modify all templates of the system (deprecated).
[Tue May 28 13:29:07 2013][Notice][Kernel::Output::HTML::Layout::Ascii2Html] Please add a template list to output filter Kernel::Output::HTML::OutputFilterTextURL to improve performance. Use ALL if OutputFilter should modify all templates of the system (deprecated).
[Tue May 28 13:31:49 2013][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'a.schanda@bsz-technik-zeuner.de,' from 'STÜBER SYSTEMS Ticketsystem <support@stueber.de>'. HistoryType => SendAnswer, Subject => AW: [Ticket#1002089] D007341 | SAC-FS-AS mit FHR (C.01.13).rpt;
[Tue May 28 13:32:48 2013][Notice][Kernel::System::Ticket::Article::ArticleSend] Sent email to 'morecw@gmail.com,' from 'STÜBER SYSTEMS Ticketsystem <support@stueber.de>'. HistoryType => SendAnswer, Subject => AW: [Ticket#1002915] Rechner einrichten: STEP Micro X30B;
[Tue May 28 13:36:41 2013][Notice][Kernel::System::Auth::DB::Auth] User: craig.wellman authentication ok (REMOTE_ADDR: 172.19.114.102).