OTRS & Exchange 2013

[terrenceross]

I'm trying to configure OTRS for use with an in house Exchange 2013 server. I am running the OTRS 4 free appliance. I configured an IMAP type of connector. When I attempt to fetch mail I receive the following error. If someone has successfully integrated OTRS with Exchange 2013 please weigh in, I'd love to get this product working.

Backend ERROR: OTRS-CGI-94 Perl: 5.10.1 OS: linux Time: Tue Mar 3 15:32:05 2015 Message: IMAP: Can't connect to exchange.my.domain.ca RemoteAddress: 192.168.4.11 RequestURI: /otrs/index.pl?Action=AdminMailAccount;Subaction=Run;ID=1;ChallengeToken=F9AXYVHebF9HFC8z6s08zUfyiDcISb7E; Traceback (1673): Module: Kernel::System::MailAccount::IMAP::_Fetch Line: 143 Module: Kernel::System::MailAccount::IMAP::Fetch Line: 87 Module: Kernel::System::MailAccount::MailAccountFetch Line: 441 Module: Kernel::Modules::AdminMailAccount::Run Line: 63 Module: Kernel::System::Web::InterfaceAgent::Run Line: 987 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler 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

[crythias]

If exchange isn't listening for IMAP, (service started?) it won't work, at least that far.

[Linwood]

A couple suggestions: As mentioned, make sure exchange is listening. If you are a powershell user, on the exchange server, do something like Get-ImapSettings | format-list

You can also use netstat -a from a dos command line to ensure it is listening on the same port you are using. Make sure you know if it is expecting IMAP +/- TLS and/or SSL and make them match (my memory is hazy for imap but I think like pop3 the TLS port is the same as unencrypted but won't respond if you don't match the TLS or not setting.

Telnet to the port from outside, see if it answers (I think they are all plain text for the response even if the messages are encrypted). I never got telnet working on the appliance so it's tough to check directly from there (maybe you can) but another computer on the same subnet is likely as good.

There is not much point in pursuing the OTRS side until you can get to the port.

My next suggestion is also simple -- take an email client on the same subnet (or even same IP with the appliance shut down) and set it up for that mailbox for that server and see if you can do IMAP the same way. This lets you test it all the way through. It also let's you send a ticket to the mailbox and make sure it arrives (I was screwed up just yesterday at a new setup because of external spam filters that blocked the inbound mail because it had not been white listed -- everything in otrs and exchange was working, the mail simply never arrived; this lets you see that it does).

Once you have imap working in the same exact (encryption and all) way you have otrs configured, try otrs and it will likely work. But I think you will find it much easier to debug in something like Outlook than OTRS, as the issues are most likely in the exchange setup.

Final suggestion if all else fails and not for the faint-of-networking-heart -- get where you can monitor ethernet traffic (Wireshark on the exchange server is a good way if permitted, a non-switch hub on the appliance and a PC running wireshark, or port monitoring at the switch level). Sniff for traffic from otrs to exchange, and somewhere there will be a clue. I've solved more application connectivity issues with wireshark than any other single tool.