An error "Impossible to send message" appears every time agent sends a response with a pasted screenshot within text (this would be a VERY helpful feature if it would work). Only one or two really tiny pictures pasted within text are usually ok, but anything more - it stops with this error, message not sent. The same usually happens when the attachments go over few KB in combined size. Only few small attachments can be sent.
But there is another error displayed if the combined message size is over about 10 MB (413 Request entity too large - POST_MAX=9765.625KB), so the problem shouldn't be just because of the size of the message.
Is there another configuration setting for this?
Also there shouldn't be a problem with SMTP mail server, since I tested with 3 different SMTP servers (Office 365, Godaddy, and a local linux server provider), all with the same results. After OTRS error message there is no error log on SMTP server, but there is a success log after the message is sent. So I guess the problem still lies on the OTRS side?
Support data collector shows all green on all three tested OTRS 5.0.4 servers (all RedHat 6.7, Perl 5.10.1), and they all behave the same (regarding this error).
The full error message is:
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Backend ERROR: OTRS-CGI-6 Perl: 5.10.1 OS: linux Time: Sat Jan 16 19:55:34 2016 Message: Impossible to send message to: bostjan@acon.si . RemoteAddress: 10.20.1.52 RequestURI: /otrs/index.pl Traceback (1453): Module: Kernel::System::Ticket::Article::ArticleSend Line: 2228 Module: Kernel::Modules::AgentTicketCompose::Run Line: 839 Module: Kernel::System::Web::InterfaceAgent::Run Line: 1041 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler Line: 40 Module: (eval) (v1.99) Line: 204 Module: ModPerl::RegistryCooker::run (v1.99) Line: 204 Module: ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module: ModPerl::Registry::handler (v1.99) Line: 31
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Sat Jan 16 19:55:34 2016 error OTRS-CGI-6 Impossible to send message to: bostjan@acon.si .
Sat Jan 16 19:55:34 2016 info OTRS-CGI-6 Error sending message
Sat Jan 16 19:55:34 2016 error OTRS-CGI-6 Can't send message: 421[Net::SMTP::_SSL] Connection closed! Enable Net::SMTP debug for more info!
Could it be something with the way OTRS 5 stores inline pictures? With code of message revealed, it's written like this:
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<img alt="" height="158" src="/otrs/index.pl?Action=PictureUpload;FormID=1452971519.2615495.91663466;ContentID=inline495587.01654575.1452971519.2615495.91663466@helpdesk.maop.si" width="631" />
I was also trying to change Ticket::StorageModule to FileSystem, but the problem remained.
Thank you in advance for any help.