Do not send emails when answering a ticket
Moderator: crythias
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- Znuny newbie
- 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
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:
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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
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SYSTEM REGISTRATION:
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Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!
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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!
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
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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!
Re: Do not send emails when answering a ticket
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
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com
-
- 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
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!
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!
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- Znuny superhero
- Posts: 889
- Joined: 15 Dec 2016, 15:13
- Znuny Version: All
- Real Name: Emin
- Company: Efflux GmbH
- Contact:
Re: Do not send emails when answering a ticket
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
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
Free and premium add-ons: German | English
-
- 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
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!
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!
Re: Do not send emails when answering a ticket
We are using office365 for mail, no problem.
Double-Check your settings again.
And thats it.
Option 1 here:
https://support.office.com/en-us/articl ... 05d654b4c4
Double-Check your settings again.
Code: Select all
SMTPTLS
smtp.office365.com
Port 587
A valid Emailaddress and password
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
Using LDAPS for customers and agents against Azure AD
-
- 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
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.
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.
-
- 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
Resignation
Re: Do not send emails when answering a ticket
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
"Testing": ((OTRS Community Edition)) and git Master
Never change Defaults.pm! :: Blog
Professional Services:: http://www.otrs.com :: enjoy@otrs.com