Do not send emails when answering a ticket

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fcarvajal
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Posts: 12
Joined: 05 Sep 2017, 23:08
Znuny Version: 5.0.20
Real Name: Francisco Carvajal
Company: FCRCAN

Do not send emails when answering a ticket

Post by fcarvajal »

Good afternoon, we are in testing stages with the OTRS, and it is giving us the following problem

When you enter a ticket, and try to do the "answer", as if it were an e-mail, it gives us the following error when trying to send the mail

ERROR DETAIL:
-
Backend ERROR: OTRS-CGI-01 Perl: 5.22.1 OS: linux Time: Wed Sep 13 16:59:12 2017

Message: Impossible to send message to: fcarvajal@fundacioncostaricacanada.org .

RemoteAddress: 172.16.1.148
RequestURI: /otrs/index.pl

Traceback (26967):
Module: Kernel::System::Ticket::Article::ArticleSend Line: 2271
Module: Kernel::Modules::AgentTicketCompose::Run Line: 860
Module: Kernel::System::Web::InterfaceAgent::Run Line: 1054
Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40
Module: (eval) (v1.99) Line: 207
Module: ModPerl::RegistryCooker::run (v1.99) Line: 207
Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 173
Module: ModPerl::Registry::handler (v1.99) Line: 32
-

SYSTEM REGISTRATION:
-
Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!
-


Reading a little in forums, I saw that it is a security error in SMTP (I think), and on almost every occasion was solved by changing the configuration of SMTPTLS to SMTP
The point is that we use office365, which does not allow this type of configuration

Could you help me by indicating if there is any way to resolve this

Thank you very much!
jojo
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Re: Do not send emails when answering a ticket

Post by jojo »

Update to the latest patchlevel of OTRS
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
fcarvajal
Znuny newbie
Posts: 12
Joined: 05 Sep 2017, 23:08
Znuny Version: 5.0.20
Real Name: Francisco Carvajal
Company: FCRCAN

Re: Do not send emails when answering a ticket

Post by fcarvajal »

Thanks for the reply

We have the version 5.0.20, would pass it to the 5.0.22 which is the last one at the moment
If so, could you tell me if the upgrate can be done at once, or first you have to go through 5.0.21?

Thank you very much!
zzz
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Re: Do not send emails when answering a ticket

Post by zzz »

Hello fcarvajal,

updates from 5.0.xx to 5.0.xx can be done in one step.

For more information, see: http://doc.otrs.com/doc/manual/admin/5. ... ading.html

Best regards
Professional OTRS, Znuny & OTOBO services: efflux.de | efflux.de/en/

Free and premium add-ons: German | English
fcarvajal
Znuny newbie
Posts: 12
Joined: 05 Sep 2017, 23:08
Znuny Version: 5.0.20
Real Name: Francisco Carvajal
Company: FCRCAN

Re: Do not send emails when answering a ticket

Post by fcarvajal »

Hi, how are you? Thanks for the reply.

On the weekend I was able to perform the update successfully to the latest version 5.0.22, but it still gives the same error that I attach in the first message.

Any other idea?

Thank you!
fcarvajal
Znuny newbie
Posts: 12
Joined: 05 Sep 2017, 23:08
Znuny Version: 5.0.20
Real Name: Francisco Carvajal
Company: FCRCAN

Re: Do not send emails when answering a ticket

Post by fcarvajal »

no idea? :(
coolmf
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Joined: 02 Nov 2015, 16:29
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Re: Do not send emails when answering a ticket

Post by coolmf »

We are using office365 for mail, no problem.

Double-Check your settings again.

Code: Select all

SMTPTLS
smtp.office365.com
Port 587
A valid Emailaddress and password
And thats it.

Option 1 here:
https://support.office.com/en-us/articl ... 05d654b4c4
OTRS 5.0.26 with ITSM, and FAQ module on CentOS 7 with MariaDB and Apache
Using LDAPS for customers and agents against Azure AD
fcarvajal
Znuny newbie
Posts: 12
Joined: 05 Sep 2017, 23:08
Znuny Version: 5.0.20
Real Name: Francisco Carvajal
Company: FCRCAN

Re: Do not send emails when answering a ticket

Post by fcarvajal »

Hi coolmf thanks for the reply

I checked the SMTP configuration again and everything is fine.
Even something happens that makes it stranger. As it is in the test stage we have several tickets open to go and see the performance, and on Wednesday we probe with a ticket and send the mail if problem.
At this moment in the queue there are 32 tickets of which I already probe one by one and only with this lets us send mails without problems.

I hope they can help me because I like OTRS quite a lot and I would like to implement it 100%.


Thanks greetings.
fcarvajal
Znuny newbie
Posts: 12
Joined: 05 Sep 2017, 23:08
Znuny Version: 5.0.20
Real Name: Francisco Carvajal
Company: FCRCAN

Re: Do not send emails when answering a ticket

Post by fcarvajal »

Resignation :(
jojo
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Re: Do not send emails when answering a ticket

Post by jojo »

Buy commercial services
"Production": OTRS™ 8, OTRS™ 7, STORM powered by OTRS
"Testing": ((OTRS Community Edition)) and git Master

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