SMTP relay and OTRS 6

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jbaptiste
OTRS expert
Posts: 63
Joined: 01 Aug 2015, 03:45
OTRS Version?: 5.0.21

SMTP relay and OTRS 6

Post by jbaptiste » 25 Jan 2018, 00:16

Hi,

I'm having and issue with SMTP configuration on a new OTRS 6.0.4 install. I'm using a remote SMTP relay server that runs on port 25 and no authentication on the same LAN. When for example opening a new email ticket, the compose ticket popup window closes without errors, and on the VIA colum on the thread list I see a never ending spinning wheel and a message appears in orange saying that the message has been queued for sending. On the command line I can see that the email was queued:

Code: Select all

  
  su -c "watch /opt/otrs/bin/otrs.Console.pl Maint::Email::MailQueue --list" -s /bin/bash otrs
  +----+-----------+----------+-------------------------+-----------------------------------+
----------+----------------+-------------------+
  | ID | ArticleID | Attempts | Sender                  | Recipient                         |
 Due Time | Last SMTP Code | Last SMTP Message |
  +----+-----------+----------+-------------------------+-----------------------------------+
----------+----------------+-------------------+
  | 3  | 12        | 0        | support@xxxxx.com | xxxxx@gmail.com (+3 more) |
 -        | -              | -                 |
  +----+-----------+----------+-------------------------+-----------------------------------+
----------+----------------+-------------------+

  Mail queue contains 1 message(s)
Then the message disappears and on the logs:

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1 message(s) successfully sent! 
| Done.    
But the message never arrives to the relay server. The configuration is set on Config.pm and is as it should be:

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$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP';
$Self->{'SendmailModule::Port'} = '25';
$Self->{'SendmailModule::Host'} = 'postfix';
That's how I have always done it before on OTRS 4/5, now it seems message sending was improved to handle queues and it's not working for me anymore. Any idea what could be going on ? according to documentation that's all that's needed.
Want to run OTRS on docker ? checkout my OTRS on docker HOWTO

jojo
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Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
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Re: SMTP relay and OTRS 6

Post by jojo » 25 Jan 2018, 08:03

check the communication log
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

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Professional Services:: http://www.otrs.com :: enjoy@otrs.com :: Share your ideas

jbaptiste
OTRS expert
Posts: 63
Joined: 01 Aug 2015, 03:45
OTRS Version?: 5.0.21

Re: SMTP relay and OTRS 6

Post by jbaptiste » 25 Jan 2018, 08:06

jojo wrote:check the communication log
Where's located ? at /opt/otrs/var/log I only have empty logs in Daemon directory.
Want to run OTRS on docker ? checkout my OTRS on docker HOWTO

jojo
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Posts: 14195
Joined: 26 Jan 2007, 14:50
OTRS Version?: Git Master
Contact:

Re: SMTP relay and OTRS 6

Post by jojo » 25 Jan 2018, 09:06

Check the Admin panel in OTRS
"Production": OTRS Business Solution™ 6, STORM powered by OTRS
"Testing": OTRS git Master

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

jbaptiste
OTRS expert
Posts: 63
Joined: 01 Aug 2015, 03:45
OTRS Version?: 5.0.21

Re: SMTP relay and OTRS 6

Post by jbaptiste » 25 Jan 2018, 15:01

jojo wrote:Check the Admin panel in OTRS
Thanks, but it's empty too, it says "No communication Logs".

Any other ideas ?
Want to run OTRS on docker ? checkout my OTRS on docker HOWTO

jbaptiste
OTRS expert
Posts: 63
Joined: 01 Aug 2015, 03:45
OTRS Version?: 5.0.21

Re: SMTP relay and OTRS 6

Post by jbaptiste » 04 Feb 2018, 08:52

It seems it kinda fixed it self. The reason the communication logs were empty was because rsyslog wasn't running. After I started it I re-tested email sending by creating a ticket, and it worked.
Want to run OTRS on docker ? checkout my OTRS on docker HOWTO

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