Internal and External Email Communication Issue

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parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Internal and External Email Communication Issue

Postby parvezkhp » 01 Feb 2018, 11:27

Dear All,

We are using OTRS 6.0.3 on SUSE Linux 12.3. Configured otrs email configuration as attached screenshot below.

As per the attached configuration otrs is sending email externally but internal emails are not getting.

If I change sendmailModule settings to SMTP it stop bot internal and external email communication

Can you please help how to configure sendmail setting for both internal and external email communication.

Thanks&Regards,
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reneeb
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Re: Internal and External Email Communication Issue

Postby reneeb » 01 Feb 2018, 12:16

You should check the communication log for any messages...
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parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 01 Feb 2018, 12:31

Dear Reneeb,

Please find the attached screenshot from communication log.
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reneeb
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Re: Internal and External Email Communication Issue

Postby reneeb » 01 Feb 2018, 12:33

You need to install the Perl modules MIME::Base64 and Authen::SASL
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 01 Feb 2018, 12:34

one more screenshot attached
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reneeb
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Re: Internal and External Email Communication Issue

Postby reneeb » 01 Feb 2018, 12:39

reneeb wrote:You need to install the Perl modules MIME::Base64 and Authen::SASL


This is needed for the SMTP authentication. Without that you won't be able to connect the SMTP server. Without that connection you can't send emails.
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 01 Feb 2018, 13:02

Dear Reneeb,

Getting attached message while installing Perl Modules MIME
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reneeb
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Re: Internal and External Email Communication Issue

Postby reneeb » 01 Feb 2018, 14:52

Then install Authen::SASL and test SMTP connection again. It might be that the error message is static (always mentions both modules even when one of them is installed).
Perl / OTRS development: http://perl-services.de
Free OTRS add ons from the community: http://opar.perl-services.de
Commercial add ons: http://feature-addons.de

parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 04 Feb 2018, 07:41

Dear Reneeb,

Authen::SASL is already installed. Please find the attached screenshot.
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parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 07 Feb 2018, 10:19

Dear Reneeb,

Can you please update? What should I do next?

lido
OTRS expert
Posts: 70
Joined: 25 Oct 2017, 16:21
OTRS Version?: 6.0.5

Re: Internal and External Email Communication Issue

Postby lido » 08 Feb 2018, 14:29

Are you sure your SendmailModule setting should be Kernel::System::Email::Sendmail and not Kernel::System::Email::SMTPS or Kernel::System::Email::SMTPTLS?

Because if you look into the description of the SendmailModule::Host it states:

If any of the "SMTP" mechanisms was selected as SendmailModule, the mailhost that sends out the mails must be specified.


So, since your system is set to use Kernel::System::Email::Sendmail it's probably just using the system's own sendmail binary and not actually communicating with the external smtp server.

Try changing to either SMTPS or SMTPTLS.

EDIT: Make sure to also change the Port option to 465 or 587 when changing to SMTPS or SMTPTLS

parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 14 Feb 2018, 09:08

Dear Lido,

Thanks for your reply.

Sorry for the late reply I was out of station.

Please find the attached screenshot. I tried two types of configurations.

Type 1. SendmailModule is configured as "Sendmail" In type one configuration I can send email externally but not interally.

Type 2. SendmailModule is configured as "SMTP" In type two configuration I can send email internally but not externally.

I tried SMTPS and SMTPTLS with 465 and 587 port, but nothing is working.

Please find attached configuration and let me know what else we can do?

Regards,
Parvez
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lido
OTRS expert
Posts: 70
Joined: 25 Oct 2017, 16:21
OTRS Version?: 6.0.5

Re: Internal and External Email Communication Issue

Postby lido » 14 Feb 2018, 13:29

When setting it to SMTPS or SMTPTLS you should also set your AuthPassword and AuthUser parameters. From the screenshot it appears as you left them empty.

Also, please check the postmaster logs when trying with any of the SMTP modules so we can get a better idea on what's going on.

parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 14 Feb 2018, 14:20

Dear Lido,

Tried attached settings both are not working. Both Internal and external communications are blocked.

Please find the attached communication log and suggest what to do next

Thanks&Regards,
parvez
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parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 14 Feb 2018, 14:21

Please find one more attached
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lido
OTRS expert
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Joined: 25 Oct 2017, 16:21
OTRS Version?: 6.0.5

Re: Internal and External Email Communication Issue

Postby lido » 14 Feb 2018, 16:25

Hi,
There are a couple messages there in the logs:

"Can't connect to mail.alrayanholding.com" and also "Can't connect to arhc-mail02.alrayanholding.com"

Can you confirm that you can access those machines from the server where otrs is located? Because it appears as otrs can't even find and connect to them.
For example, can you ping the mail server from the otrs server?
Can you configure that e-mail address on some other client (like outlook, thunderbird, mac mail, etc) just to confirm that the email and settings are working correctly in those?

Also try to find out your correct smtp settings (like port, authentication type, ssl/tls, etc). You should be able to get these details from whoever runs the mail server or from the help docs of the company that supplies them, etc.

parvezkhp
OTRS newbie
Posts: 16
Joined: 23 Jan 2018, 09:12
OTRS Version?: 6.0.3

Re: Internal and External Email Communication Issue

Postby parvezkhp » 15 Feb 2018, 13:11

Dear lido,

I can ping both the addresses from (OTRS) Linux machine.

(arhc-mail02.alrayanholding.com) is local name of mail server.

(mail.alrayanholding.com) is mapped with public IP for accessing emails over internet.

As I said both the address I can ping from OTRS machine.

As I write in my previous post, If I configure sendmodulehost as SMTP with (arhc-mail02.alrayanholding.com) otrs can send and receive email internally with in my office.

If I configure sendmodulehost as sendmail with username and password with public address (mail.alrayanholding.com) otrs is not sending emails internally (alrayanholding.com) but otrs is sending email externally, (Eg: gmail, yahoo, etc..)

Note : In my firewall all the ports are open 25, 587, 465

I hope you can understand better now.

lido
OTRS expert
Posts: 70
Joined: 25 Oct 2017, 16:21
OTRS Version?: 6.0.5

Re: Internal and External Email Communication Issue

Postby lido » 15 Feb 2018, 13:35

Hi there,

Well, then it appears as your main issue is maybe the email server that is not correctly configured and not really anything from otrs' side.

Can you setup that email account on some other email client and inside the same network as otrs?
For example, setup the account on outlook, thunderbird, mac mail, etc. and then confirm that from those clients you can send and receive emails internally and externally.


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