Auto response for customer and agent notification doesnt work

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jordanh
OTRS newbie
Posts: 8
Joined: 15 May 2017, 22:01
OTRS Version?: 5s free

Auto response for customer and agent notification doesnt work

Postby jordanh » 16 May 2017, 14:32

We have current Problem:

OTRS Server newly installed. CRON is working.
Send and Response for customer mails are working.
However, Auto response for customer and agent notification doesnt work.

We do not know the root cause, that autonotification or autoresponse doesnt work.

Or Server address is OTRS_test.gmx , maybe the underline is an Problem, but we dont know for sure :-)
Thanks in advance for your help!


ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-87 Perl: 5.14.2 OS: linux Time: Mon May 15 21:50:08 2017

Message: Can't use from '': 550Requested action not taken: mailbox unavailable
Sender address is not allowed.
! Enable Net::SMTP debug for more info!

Traceback (3813):
Module: Kernel::System::Email::SMTP::Send Line: 135
Module: Kernel::System::Email::Send Line: 764
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::Email::SendNotification Line: 186
Module: Kernel::System::Ticket::Event::NotificationEvent::_SendRecipientNotification Line: 1018
Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 301
Module: Kernel::System::EventHandler::EventHandler Line: 225
Module: Kernel::System::EventHandler::EventHandlerTransaction Line: 267
Module: Kernel::System::ObjectManager::ObjectsDiscard Line: 368
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 256
Module: (eval) Line: 316
Module: main::Start Line: 316
Module: ./otrs.Daemon.pl Line: 138

ERROR: OTRS-otrs.Console.pl-Maint::PostMaster::MailAccountFetch-87 Perl: 5.14.2 OS: linux Time: Mon May 15 21:50:08 2017

Message: 'VAFK Ravensburg' notification could not be sent to agent 'Hans.Dampf@web.de..

Traceback (3813):
Module: Kernel::System::Ticket::Event::NotificationEvent::Transport::Email::SendNotification Line: 190
Module: Kernel::System::Ticket::Event::NotificationEvent::_SendRecipientNotification Line: 1018
Module: Kernel::System::Ticket::Event::NotificationEvent::Run Line: 301
Module: Kernel::System::EventHandler::EventHandler Line: 225
Module: Kernel::System::EventHandler::EventHandlerTransaction Line: 267
Module: Kernel::System::ObjectManager::ObjectsDiscard Line: 368
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 256
Module: (eval) Line: 316
Module: main::Start Line: 316
Module: ./otrs.Daemon.pl Line: 138

jojo
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Re: Auto response for customer and agent notification doesnt work

Postby jojo » 16 May 2017, 14:57

As the error states:

Sender address is not allowed.


Check if you mailserver allows empty sender from your IP
"Production": OTRS5, OTRS::ITSM5, SIRIOS 2.3
"Testing": OTRS git Master
OS: Ubuntu / Apache2/MySQL 5+

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jordanh
OTRS newbie
Posts: 8
Joined: 15 May 2017, 22:01
OTRS Version?: 5s free

Re: Auto response for customer and agent notification doesnt work

Postby jordanh » 16 May 2017, 15:15

Hi,

we didnt understand, why the Sender Address is NOT ALLOWED (in MailAccountFetch)! Hopefully you mean the Sender @Mail Address!?

Could you please give us an hint, where this Sender @Mail Address should be specified?

As i mentioned in the beginning, an Manual Ticket Response is possible! This is courious!!!

We have also specified the General Output SMTP POP3 settings.

Maybe there is something strange in the Autonotification Definition for an new ticket, but honestly spoken, we dont understand fully all Options.
Could you please give an Screen shot about your Auto Response Settings in case of an new tickert is created for:
- the agents
- for Auto Response to customer

Br
Holger

root
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Re: Auto response for customer and agent notification doesnt work

Postby root » 16 May 2017, 16:45

What's the value for NotificationSenderEmail in the SysConfig?
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

jordanh
OTRS newbie
Posts: 8
Joined: 15 May 2017, 22:01
OTRS Version?: 5s free

Re: Auto response for customer and agent notification doesnt work

Postby jordanh » 16 May 2017, 20:33

NotificationSetting.JPG

I saw that in
NotificationSenderEmail an funny named was placed in the past. I corrected the name of the outbox to the correct name (otrs_test@gmx.de).
However i got same failure message!
Any further hints?
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jojo
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Re: Auto response for customer and agent notification doesnt work

Postby jojo » 16 May 2017, 21:39

check Settings in Core::Sendmail. Also your Mailserveradmin should be able to help
"Production": OTRS5, OTRS::ITSM5, SIRIOS 2.3
"Testing": OTRS git Master
OS: Ubuntu / Apache2/MySQL 5+

Never change Defaults.pm! :: Blog
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jordanh
OTRS newbie
Posts: 8
Joined: 15 May 2017, 22:01
OTRS Version?: 5s free

Re: Auto response for customer and agent notification doesnt work

Postby jordanh » 16 May 2017, 22:19

here is the sendmail setting. Are you able to judge!? You see the sender address is also otrs_test@gmx.de.
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jojo
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Posts: 13900
Joined: 26 Jan 2007, 14:50
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Re: Auto response for customer and agent notification doesnt work

Postby jojo » 16 May 2017, 23:43

The envelope is empty and the Mailsserver seems not to accept an empty sender
"Production": OTRS5, OTRS::ITSM5, SIRIOS 2.3
"Testing": OTRS git Master
OS: Ubuntu / Apache2/MySQL 5+

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

jordanh
OTRS newbie
Posts: 8
Joined: 15 May 2017, 22:01
OTRS Version?: 5s free

Re: Auto response for customer and agent notification doesnt work

Postby jordanh » 17 May 2017, 06:36

Hi, your answer is too cryptic. More details please and which parameters i have to change in the correct way. Br Holger

jojo
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Posts: 13900
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
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Re: Auto response for customer and agent notification doesnt work

Postby jojo » 17 May 2017, 08:23

Based on your knowledge and expectations you should consider commercial support. Please contact sales@otrs.com for an offer
"Production": OTRS5, OTRS::ITSM5, SIRIOS 2.3
"Testing": OTRS git Master
OS: Ubuntu / Apache2/MySQL 5+

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com

root
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Posts: 964
Joined: 18 Dec 2007, 12:23
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Real Name: Roy Kaldung
Company: Znuny Inc.
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Re: Auto response for customer and agent notification doesnt work

Postby root » 17 May 2017, 11:12

Or one of the other companies which offer support for OTRS, see viewtopic.php?f=104&t=8247&p=89605
OTRS 4 /5 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

You need professional services? Check out http://znuny.com/

jordanh
OTRS newbie
Posts: 8
Joined: 15 May 2017, 22:01
OTRS Version?: 5s free

Re: Auto response for customer and agent notification doesnt work

Postby jordanh » 19 May 2017, 15:27

Problem Solved. Solution done according:
viewtopic.php?t=6028


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