Customer New Ticket Notification

[netjess]

Hello,
I have read through a couple other posts where others had similar issue but as far as I can tell I have done what needs to be done so that customers get an email when a new ticket has been created for them (or by them) via email or web portal.
The syslog shows the emails are sent but no message is received. Mail server is not blocking them, we get other notifications such as agent new ticket, owner set or ticket updated.

Thanks for assistance.

[netjess]

Here is the notification I also tried in addition to the auto-reply.
Since I could only attach three files at a time.

[netjess]

Another thing I find interesting, is that there are no entries in /var/log/mail.log or mail.err.
I do see entries in /var/log/messages and /var/log/syslog.

In fact I see this in /var/log/syslog and I am wondering if the failure to send the message yet having a log that shows the message sent is cause buy the encoding error?

Code: Select all

un 25 09:10:30 localhost OTRS-CGI-96[24925]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015062596000048/Test Ticket] created (TicketID=629,Queue=Access::Files,Priority=3 normal,State=new)
Jun 25 09:10:32 localhost OTRS-CGI-96[24925]: [Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'lwhite@mydomain.com'.
Jun 25 09:10:32 localhost OTRS-CGI-96[24925]: [Error][Kernel::System::Ticket::Article::ArticleCreate][Line:284]: FEHLER:  ungültige Byte-Sequenz für Kodierung »UTF8«: 0xa0#012HINT:  Dieser Fehler kann auch auftreten, wenn die Bytesequenz nicht mit der Kodierung übereinstimmt, die der Server erwartet, welche durch »client_encoding« bestimmt wird., SQL: 'INSERT INTO article (ticket_id, article_type_id, article_sender_type_id, a_from, a_reply_to, a_to, a_cc, a_subject, a_message_id, a_message_id_md5, a_in_reply_to, a_references, a_body, a_content_type, content_path, valid_id, incoming_time, create_time, create_by, change_time, change_by) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, #012        '2015-06-25 09:10:32'#012    , ?, #012        '2015-06-25 09:10:32'#012    , ?)'
Jun 25 09:10:32 localhost OTRS-CGI-96[24925]: [Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent customer 'Customer New Ticket' notification to 'jcain@mydomain.com'.

[crythias]

what needs to be done so that customers get an email when a new ticket has been created for them (or by them) via email or web portal.

Autoreply attached to queue.

[netjess]

Autoreply attached to queue.

Something besides what is pictured above in "OTRS_auto-reply_postmaster_queue.PNG"?

[jojo]

the encoding error results in the loss of data. So it should be solved (whats your database).

Also check Mailserver logs

[netjess]

the encoding error results in the loss of data. So it should be solved (whats your database).

Also check Mailserver logs

I am on an OTRS Virtual Appliance, version 4.1. It uses a postgres database.
As far as the encoding error, I have seen other of these errors in my logs but have yet to figure out what is causing them or how to correct them.

Looking at the SMTP gateway I have no way to tell what message is what, it shows origin and destination but no subject and on the OTRS it doesn't show any logs about the SMTP transaction. It just shows that it was sent, although a message is never received.

Agent notifications go out but not customer notification.

OTRS /var/log/messages

Jun 25 12:30:06 localhost OTRS-otrs.PostMasterMailbox.pl-96[797]: [Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent customer 'Customer status change from New to Open' notification to 'lwhite@mydomain.net'.
Jun 25 12:30:20 localhost OTRS-CGI-96[29943]: [Info][Kernel::System::Ticket::TicketCreate] New Ticket [2015062596000164/Test Ticket] created (TicketID=641,Queue=Misc,Priority=3 normal,State=new)
Jun 25 12:30:21 localhost OTRS-CGI-96[29943]: [Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'jcain@mydomain.net'.
Jun 25 12:30:23 localhost OTRS-CGI-96[29943]: [Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'lwhite@mydomain.net'.
Jun 25 12:30:24 localhost OTRS-CGI-96[29943]: [Info][Kernel::System::Ticket::Article::SendAgentNotification] Sent agent 'NewTicket' notification to 'sjohnson@mydomain.net'.
Jun 25 12:30:24 localhost OTRS-CGI-96[29943]: [Info][Kernel::System::Ticket::Event::NotificationEvent::_SendNotification] Sent customer 'Customer New Ticket' notification to 'jcain@mydomain.net'.

SMTP Gateway /var/log/mail.log

Jun 25 12:32:19 mv-learn sm-mta[10006]: t5PHWH3e010004: to=<lwhite@mydomain.net>, delay=00:00:01, xdelay=00:00:01, mailer=esmtp, pri=231532, relay=mx1.emailsrvr.com. [108.166.43.1], dsn=2.0.0, stat=Sent (Ok: queued as B0/E6-14146-32B3C855)
Jun 25 12:32:34 mv-learn sm-mta[10061]: t5PHWXZ7010061: from=<>, size=2069, class=-60, nrcpts=1, msgid=<1435253420.460070.274147596@helpdesk.mydomain.net>, proto=ESMTP, daemon=MTA-v4, relay=mv-help.mydomain.local [10.1.1.10]
Jun 25 12:32:35 mv-learn sm-mta[10063]: STARTTLS=client, relay=mx1.emailsrvr.com., version=TLSv1/SSLv3, verify=FAIL, cipher=AES256-SHA, bits=256/256
Jun 25 12:32:35 mv-learn sm-mta[10064]: t5PHWYcW010064: from=<>, size=2070, class=-60, nrcpts=1, msgid=<1435253421.338848.757098818@helpdesk.mydomain.net>, proto=ESMTP, daemon=MTA-v4, relay=mv-help.mydomain.local [10.1.1.10]
Jun 25 12:32:36 mv-learn sm-mta[10063]: t5PHWXZ7010061: to=<jcain@mydomain.net>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=230069, relay=mx1.emailsrvr.com. [108.166.43.1], dsn=2.0.0, stat=Sent (Ok: queued as 92/CB-03447-33B3C855)
Jun 25 12:32:36 mv-learn sm-mta[10066]: STARTTLS=client, relay=mx1.emailsrvr.com., version=TLSv1/SSLv3, verify=FAIL, cipher=AES256-SHA, bits=256/256
Jun 25 12:32:37 mv-learn sm-mta[10067]: t5PHWZ9n010067: from=<>, size=2074, class=-60, nrcpts=1, msgid=<1435253423.688970.812076732@helpdesk.mydomain.net>, proto=ESMTP, daemon=MTA-v4, relay=mv-help.mydomain.local [10.1.1.10]
Jun 25 12:32:37 mv-learn sm-mta[10066]: t5PHWYcW010064: to=<lwhite@mydomain.net>, delay=00:00:02, xdelay=00:00:02, mailer=esmtp, pri=230070, relay=mx1.emailsrvr.com. [108.166.43.1], dsn=2.0.0, stat=Sent (Ok: queued as 4B/9E-28850-43B3C855)
Jun 25 12:32:38 mv-learn sm-mta[10069]: STARTTLS=client, relay=mx1.emailsrvr.com., version=TLSv1/SSLv3, verify=FAIL, cipher=AES256-SHA, bits=256/256
Jun 25 12:32:39 mv-learn sm-mta[10069]: t5PHWZ9n010067: to=<sjohnson@mydomain.net>, delay=00:00:03, xdelay=00:00:02, mailer=esmtp, pri=230074, relay=mx1.emailsrvr.com. [108.166.43.1], dsn=2.0.0, stat=Sent (Ok: queued as E6/F0-21853-63B3C855)

[schulmann]

Looking at the SMTP gateway I have no way to tell what message is what, it shows origin and destination but no subject and on the OTRS it doesn't show any logs about the SMTP transaction.

In OTRS you can see the message id.
And in the mail server logs you can see the message id too.

By the way: Your mail server log says you use an empty smtp envelope sender. For ordinary mails the envelope sender must not be empty (RFC 5321 Chapter 4.5.5).

[netjess]

In OTRS you can see the message id.
And in the mail server logs you can see the message id too.

By the way: Your mail server log says you use an empty smtp envelope sender. For ordinary mails the envelope sender must not be empty (RFC 5321 Chapter 4.5.5).

Above is a copy/paste from my OTRS, I see no message ID. Where would I find that?
I see message ID in SMTP gateway but not OTRS.

[schulmann]

Above is a copy/paste from my OTRS, I see no message ID. Where would I find that?

In AgentTicketZoom if you set Ticket::Frontend::PlainView to Yes in SysConfig.

[netjess]

Hello All,
I have to revisit this. I have not been able to fix it and it has become more critical.
The email sub-system works. It gets new messages, creates tickets and notifies agents. It notifies agents of changes.

It does not notify customers of new tickets. Most of our tickets are created and responded to by email. We need this to work so that customers stop creating new tickets, that we then have to merge, because they added detail or followed up for some reason before the ticket was manually responded.

Here is a snip of the Syslog on the creation of a new ticket.

Code: Select all

Fri Aug 14 16:20:08 2015	info	OTRS-otrs.PostMasterMailbox.pl-96	Sent customer 'Customer New Ticket' notification to 'newtest@mydomain.net'.
Fri Aug 14 16:20:05 2015	info	OTRS-otrs.PostMasterMailbox.pl-96	Sent agent 'NewTicket' notification to 'jcain@mydomain.net'.
Fri Aug 14 16:20:03 2015	info	OTRS-otrs.PostMasterMailbox.pl-96	Sent auto response (SendAutoReply) for Ticket [2015081496000172] (TicketID=1472, ArticleID=) to 'newtest user <newtest@mydomain.net>'.
Fri Aug 14 16:20:03 2015	error	OTRS-otrs.PostMasterMailbox.pl-96	FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xa0
Fri Aug 14 16:20:03 2015	info	OTRS-otrs.PostMasterMailbox.pl-96	New Ticket [2015081496000172/Test Ticket] created (TicketID=1472,Queue=System::Postmaster,Priority=3 normal,State=new)
Fri Aug 14 16:20:03 2015	notice	OTRS-otrs.PostMasterMailbox.pl-96	Take UserCustomerID (newtest@mydomain.net) from customer source backend based on (newtest@mydomain.net).
Fri Aug 14 16:20:03 2015	notice	OTRS-otrs.PostMasterMailbox.pl-96	Take UserLogin (newtest) from customer source backend based on (newtest@mydomain.net).

As you can see it looks like it has sent the auto-response, and a notification that I created for a new ticket. but no email actually goes out.

Ideas?
Thank you.

[crythias]

Fri Aug 14 16:20:03 2015 info OTRS-otrs.PostMasterMailbox.pl-96 Sent auto response (SendAutoReply) for Ticket [2015081496000172] (TicketID=1472, ArticleID=) to 'newtest user <newtest@mydomain.net>'.
Fri Aug 14 16:20:03 2015 error OTRS-otrs.PostMasterMailbox.pl-96 FEHLER: ungültige Byte-Sequenz für Kodierung »UTF8«: 0xa0

Error: invalid byte sequence for encoding "UTF8": 0xA0

This usually means that some piece of data (email address?) is improperly encoded in the database.

Check your collation for your customer table and fields. Also weird that no article number is specified in the autoresponse. This seems to be a problem.

Check tables.

[netjess]

crythias, Thank for your reply.

What stumps me is that I can go into the ticket and reply, from OTRS, to the customer just fine.
I get agent notifications just fine. Agents and Users all come out of the same Active Directory LDAP.

I have this set so that OTRS connects to a LAMP server running sendmail that handles the email.
I can tail the sendmail server and OTRS and although it shows in the OTRS Sys Log that it send a message, no message goes out.

I just don't know what to do from here.

[crythias]

check the auto reply sender

[netjess]

check the auto reply sender

crythias,
Are you referring to the highlighted area as found in the attached image?
image taken from "Admin > Auto Response Management"

The addressed used there is the same as the rest of the system.

Thank you.

[netjess]

I think I might have an idea about this. Please tell me if it could be an issue.

Agents get notifications but that is because they are added via Admin > Agents, we use AD LDAP for auth for both Agents and Customers.
But Customers are only listed under Admin > Customer User, not Admin > Customer.

It seems to me that the notifications are set to send to "Customer" and do not send to the "Customer Users".

If that seems right or possible, any tip on fixing it so that it notifies "Customer User"?

[crythias]

crythias,
Are you referring to the highlighted area as found in the attached image?
image taken from "Admin > Auto Response Management"

The addressed used there is the same as the rest of the system.

I'm not sure that would be accurate. I would believe the queue's email address is a "real" email address. (As in, the responses/replies sent from the ticket.) I don't know for sure, but I'd hazard a guess that the agent New Ticket notification (Sysconfig, notification sender) is not otrs@localhost.

[netjess]

I'm not sure that would be accurate. I would believe the queue's email address is a "real" email address. (As in, the responses/replies sent from the ticket.) I don't know for sure, but I'd hazard a guess that the agent New Ticket notification (Sysconfig, notification sender) is not otrs@localhost.

You are correct, I only submitted that as an example of where I thought the configuration point I thought you were referring to.
The actual value is a "real" email address and it is the same as is sued for Agent notifications which work.

[crythias]

But Customers are only listed under Admin > Customer User, not Admin > Customer.

This is not likely an issue. However, a bad value passed from ActiveDirectory/LDAP as an email address for a given *bad* user will cause issues.

[netjess]

But Customers are only listed under Admin > Customer User, not Admin > Customer.

This is not likely an issue. However, a bad value passed from ActiveDirectory/LDAP as an email address for a given *bad* user will cause issues.

crythias,
it sees the email attribute in AD, It is not like it fails notification for some, it fails for all Customer Users, but we can manually reply to the users ticket just fine.

I am at a loss as to why OTRS shows that it is sending messages but my SMTP server doesn't show any matching message.
I can watch logging on both system in real time.

I am also curios, does OTRS create messages and hand them to the SMTP server all in Perl and not use a sub-system like postfix or sendmail? The OTRS vAppliance has a /var/log/mail.log but it never has any entries. all of the message logging is only in /var/log/messages.

Thank you.