Somewhat Different "Impossible to send" Error

[ntotoro]

Hi, everyone...

First post... obviously. Thank you all for your time and attention. My organization is running OTRS 5.0.29. I did not install it. The Admin who did is no longer with the company, his command line history is no help and he left behind no documentation at all, so I'm going into this trying to learn things one at a time.

I had made no changes to the server (RHEL 6) or OTRS itself, which three weeks ago OTRS starting giving the "Impossible to send message to" error that I've seen common on this forum. Unlike those, however, the emails do send in my case. It doesn't seem to be affecting function, just the appearance with the OTRS Admin opens a ticket.

Just an aside, I do not have access to the OTRS GUI as it is certificate driven and I do not have a valid cert yet. I'm still "the new guy" sorting out all these little fires.

Here is the error from /var/log/messages

Aug 26 10:08:51 hostname OTRS-CGI-41[11537]: [Error][Kernel::System::Email::SMTP::Send][Line:135]: Can't use from 'emailaddress@domain': 000! Enable Net::SMTP debug for more info!

Aug 26 10:09:21 hostname OTRS-CGI-41[11537]: [Error][Kernel::System::Ticket::Article::ArticleSend][Line:2280]: Impossible to send message to: "Name" <emailaddress@domain> .

The hostname and email addresses in italics were done by me as an effort to redact the real ones. Like I said, the emails actually are being sent, according to what the OTRS Administrator is telling me. I'd greatly appreciate any hints or clues at all. Thank you all so much.

Nick

[root]

Hi,

Do you have any stack traces in the Apache error log? Any changes in the e-mail infrastructure?

- Roy

[ntotoro]

Hi,

Do you have any stack traces in the Apache error log? Any changes in the e-mail infrastructure?

- Roy

Hi, Roy...

No change to the email infrastructure at all. Just this error here:

Message: Impossible to send message to: "Name" <emailaddress@domain> .

RemoteAddress: ip.ad.dre.ss
RequestURI: /otrs/index.pl

Traceback (11537):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2280
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1451
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31

[ntotoro]

Another from today. Looks identical.


ERROR: OTRS-CGI-41 Perl: 5.10.1 OS: linux Time: Wed Aug 28 14:16:52 2019

Message: Impossible to send message to: "person" <emailaddress@domain> .

RemoteAddress: ip.ad.dre.ss
RequestURI: /otrs/index.pl

Traceback (2889):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2280
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1451
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31

[ntotoro]

Any ideas? Still seeing the same logged error.

[ntotoro]

Same error...


Traceback (22473):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2280
Module: Kernel::Modules::AgentTicketEmail::Run Line: 1451
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1055
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 206
Module: ModPerl::RegistryCooker::run (v1.99) Line: 206
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 172
Module: ModPerl::Registry::handler (v1.99) Line: 31

[ntotoro]

Another update: I can send emails fine from the command line, even to the addresses RedHat says aren't being delivered. They still are, even though the error says they're not.

[zzz]

Hello Nick,

Do you use multiple sender addresses? And do your customers actually receive these mails from different addresses?

Best regards
Emin

[ntotoro]

Hello Nick,

Do you use multiple sender addresses? And do your customers actually receive these mails from different addresses?

Best regards
Emin

Hi, Emin...

One sender address only. The recipients are actually receiving the emails. That's what's so weird about this. I wouldn't be so "worried" about it other than the Admin doesn't like the look of it LOL! I'm worried it'll eventually cry wolf and that stuff stops being received and we don't realize it.

Nick

[ntotoro]

An update of sorts... I wasn't told that that "To" address had changed and the one they were using became invalid. The OTRS Admin has changed it to her own email address and the errors have disappeared. Letting it stew for a couple days to see if the problem is resolved.

Nick

[ntotoro]

Looks like it worked!!! The email address change worked! The only one was invalid. This is the kind of thing that happens when people don't tell you all the things you need to know. Now... to update to 6...

Thanks for all your help, guys.

Nick