OTRS isue with SMTPTLS and Office 365

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vernum
OTRS newbie
Posts: 4
Joined: 23 May 2018, 11:04
OTRS Version?: 4.0.5

OTRS isue with SMTPTLS and Office 365

Post by vernum » 23 May 2018, 12:37

Hello,

I contact you about an issue we are facing, currently we are using OTRS 4 with 4 different mailbox on Office 365.

Since the beginning we face time to time an error when we send an email via OTRS in replying to a customer :

Code: Select all

 Message: SMTP authentication failed
I had a look on Google and found how to enable the debug mode.

I got this error now :

Code: Select all

[Wed May 23 11:40:23 2018] -e: Net::SMTP::_SSLified=GLOB(0x7f922a81ec88): Timeout at /opt/otrs//Kernel/System/Email/SMTP.pm line 87
Net::SMTP::_SSLified=GLOB(0x7f922a81ec88)>>> QUIT
[Wed May 23 11:40:53 2018] -e: Net::SMTP::_SSLified=GLOB(0x7f922a81ec88): Timeout at /opt/otrs//Kernel/System/Email/SMTP.pm line 89
ERROR: OTRS-CGI-55 Perl: 5.14.2 OS: linux Time: Wed May 23 11:40:53 2018

 Message: SMTP authentication failed: 000! Enable Net::SMTP debug for more info!
But most of time we don't face any error while sending an email via OTRS.

I'm currently in touch with Microsoft to get more information about their SMTP logs but I need to find a solution as soon as possible.

solutions I found :
Setup a Office 365 relay to avoid the SMTP authentication
Go in SMTPS but for the moment I can't because OTRS is use 24/7

Can you help me to find another solution ?
Last edited by vernum on 23 May 2018, 15:58, edited 1 time in total.

vernum
OTRS newbie
Posts: 4
Joined: 23 May 2018, 11:04
OTRS Version?: 4.0.5

Re: OTRS isue with SMTPTLS and Office 365

Post by vernum » 23 May 2018, 12:48

When I switch in SMTP I face :

Code: Select all

Message: SMTP authentication failed: 500Command unknown: 'AUTH'
When I switch in SMTPS :

Code: Select all

Message: Can't connect to smtp.office365.com
Even if change the port.

Ps :

It seem that some specific partners can't receive our messages, we tried 3 times thid day to send an email to a partner and each time we faced this error :
Message: SMTP authentication failed: 000! Enable Net::SMTP debug for more info!

To be sure, I forwarded the email to my personal mailbox, without error....

fcasal
OTRS wizard
Posts: 142
Joined: 21 Apr 2014, 16:14
OTRS Version?: 6.0.7

Re: OTRS isue with SMTPTLS and Office 365

Post by fcasal » 23 May 2018, 18:32

Witch patch level of OTRS4 are you using?

vernum
OTRS newbie
Posts: 4
Joined: 23 May 2018, 11:04
OTRS Version?: 4.0.5

Re: OTRS isue with SMTPTLS and Office 365

Post by vernum » 24 May 2018, 11:38

Hello,

We use the version 4.0.5 and since the installation no one installed patch.

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

Re: OTRS isue with SMTPTLS and Office 365

Post by jojo » 24 May 2018, 15:16

OTRS 4.0.5 has several security issues (and is not supported any more). So you should upgrade immediately
"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

vernum
OTRS newbie
Posts: 4
Joined: 23 May 2018, 11:04
OTRS Version?: 4.0.5

Re: OTRS isue with SMTPTLS and Office 365

Post by vernum » 24 May 2018, 15:30

We know we need to upgrade but currently the server do not allow because we have lack of space on our HDD.
So I will try the next week to upgrade.

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