OTRS Sendmail Config (SMTP) - not sending auto-reply

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tupson
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OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by tupson »

Greetings,

We are now seeking to expand our support for our OTRS Help Desk System with talking to the outside world (employee personal e-mail accounts; that may not be able to log into our portal to gain access to our internal email LAN).

I have altered the Core::Sendmail config to use SMTP and pointed it to our mail host for routing e-mail, but when sending a test e-mail to the help desk account, the auto-generated e-mail never makes it to the sender -- however, all corresponding follow up e-mails (replies) and closer of the ticket sends off an e-mail to the sender's e-mail.

What is preventing the auto-generated ticket responding e-mail from making it to the sender, if all follow up e-mails (back and forth) are making it?
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
root
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Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by root »

HI,

Did you checked the SendmailNotification* settings in Framework Core::Sendmail?

- Roy
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tupson
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Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by tupson »

This is the only thing I see in reference to that:

SendmailNotificationEnvelopeFrom

Default value:

If set, this address is used as envelope sender header in outgoing notifications. If no address is specified, the envelope sender header is empty.

------------------

This has not been enabled since I built the appliance back in 2016 and sends off notification(s) internally just fine.

Are you implying this field is required for external notification sending to a non-Domain account?
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
root
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Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by root »

tupson wrote:
Are you implying this field is required for external notification sending to a non-Domain account?
Could be, details should be available in the mail server log. Do you checked the logs of the mail server you've configured for OTRS?

- Roy
Znuny and Znuny LTS running on CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

Use a test system - always.

Do you need professional services? Check out https://www.znuny.com/

Do you want to contribute or want to know where it goes ?
tupson
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Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by tupson »

Just looked at the mail.info log.

It would appear internally it is routing via IPv4, but trying to relay outbound it is trying to route via IPv6... and we currently have that disabled.

How can I force OTRS to use IPv4?
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
tupson
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Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by tupson »

Whats the best possible way to route OTRS mail through a Exchange 2013 server out to the external world as if it is coming from exchange to match our SPF and DMARC values?
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
lido
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Re: OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by lido »

tupson wrote:Whats the best possible way to route OTRS mail through a Exchange 2013 server out to the external world as if it is coming from exchange to match our SPF and DMARC values?
Assuming Exchange behaves like a regular smtp server, setting your "SendmailModule" setting to SMTP, SMTPS or SMTPTLS (as applicable) and defining the other corresponding parameters (SendmailModule::AuthPassword, SendmailModule::AuthUser, SendmailModule::Host and SendmailModule::Port) should be the best way.

Also, as suggested before, you should check your OTRS and Exchange logs at the time of the missing notification to see if there's any information there about the issue.
tupson
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(RESOLVED): OTRS Sendmail Config (SMTP) - not sending auto-reply

Post by tupson »

I resolved the issue. It was an IPv6 external routing issue via our route out that couldn't make it outside of our internal routing, thus the SPF and DMARC validation could not verify my mail servers IPv6 addressing. I modified the Sendmail SMTP config to the IPv4 address temporarily until that is resolved and that cleared my issue.
Tony :mrgreen:
OTRS version installed: v7.0.2 (.rpm)
OS: CENTOS7 (latest updates via -yum install)
OS: Ubuntu 20.04.3 (latest apt-get upgrades)
GURU: Microsoft & VMware Environments
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