OTRS Won't send outbound.

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iqfx
OTRS newbie
Posts: 7
Joined: 24 Sep 2018, 15:50
OTRS Version?: 6.0.4
Real Name: Quint
Company: IQFX
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OTRS Won't send outbound.

Post by iqfx » 24 Sep 2018, 21:34

Hey there i'm here on a fresh install of OTRS and i can't get outbound mail to work.

The receiving part with IMAP works just fine however.
I'm using sendmail to send mails outbound. I have a seperate mail server that is on the same lan,
It has an DKIM as well as an SPF record and is open to the internet. Both records are verified working.
OTRS is running the latest version and is running on the latest Debian 9.5.
The linux box also has an FQDN.

As i said it'll receive just fine but sending puts it in the queue and then never ends up sending it.
I have tried resetting my password but never got an mail from otrs. My mail server sends and receives mail just fine.
My mail server is also running on Debian 9.5.0

some communication logs:

Code: Select all

1 		Kernel::System::Email 	Building message for delivery. 	09/24/2018 21:26:03
2 		Kernel::System::Email 	Queuing message for delivery. 	09/24/2018 21:26:03
3 		Kernel::System::MailQueue 	Serializing and saving message (ArticleID: , Sender: otrs@otrs.domain.local, Recipient: root@localhost, MessageID: ) 	09/24/2018 21:26:03
4 		Kernel::System::MailQueue 	Successfully stored message for sending. 	09/24/2018 21:26:03
5 		Kernel::System::Email 	Successfully queued message for delivery (To: 'root@localhost', From: 'otrs@otrs.domain.local', Subject: 'OTRS Scheduler Daemon Cron: FetchMailSSL'). 
This may be the log of an internal mail, but the exact same happens to an outbound mail. Telnet gives me a connection refused error.
i ran: "telnet localhost 993" as well as "telnet localhost 25" and got the same error.


in my /var/log/mail.log it states the following:

Code: Select all

Sep 24 15:20:12 otrs sm-mta[10886]: w8OCj4Tg002125: to=<user@mail.domain.nl>, delay=06:35:04, xdelay=00:00:00, mailer=esmtp, pri=3810967, relay=mail.domain.nl. [<external ip>], dsn=4.7.1, stat=Deferred: 450 4.7.1 <otrs.domain.nl>: Helo command rejected: Host not found
I have definitely tried googling the issue but can't seem to get an solution. I even went as far as to go on page 2 of the multiple different search results.

Any help is appreciated and thank you so much in advance for your time!

If any more info is needed i will gladly try my best to provide it asap!

Kind regards,
IQFX

jojo
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Re: OTRS Won't send outbound.

Post by jojo » 24 Sep 2018, 22:21

why should the otrs server listen on port 25 if you did not configure a MTA on it?
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iqfx
OTRS newbie
Posts: 7
Joined: 24 Sep 2018, 15:50
OTRS Version?: 6.0.4
Real Name: Quint
Company: IQFX
Contact:

Re: OTRS Won't send outbound.

Post by iqfx » 25 Sep 2018, 11:51

Hey there

It shouldn't have to listen for port 25 indeed since it is not a mail server.
But regardless i am trying to send mails via my mail server and it can't seem to do that.
see my post for additional information.

Thanks for your help!

wurzel
OTRS guru
Posts: 2536
Joined: 08 Jul 2010, 22:25
OTRS Version?: 6.0.x

Re: OTRS Won't send outbound.

Post by wurzel » 25 Sep 2018, 13:27

Hi,

please show your outgoing mail config of OTRS.

Florian
    ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
    OTRS 6 Managed Silver

    -- Ich beantworte keine Forums-Fragen PN - No PN please

    I won't answer to unfriendly users any more. A greeting and regards are just polite.

    iqfx
    OTRS newbie
    Posts: 7
    Joined: 24 Sep 2018, 15:50
    OTRS Version?: 6.0.4
    Real Name: Quint
    Company: IQFX
    Contact:

    Re: OTRS Won't send outbound.

    Post by iqfx » 25 Sep 2018, 22:03

    Dear Florian

    Here you go!
    I am not 100% sure if this is the one you meant, but if you need more info just let me know ;)

    Thank you

    Kind regards,
    Quint
    You do not have the required permissions to view the files attached to this post.

    wurzel
    OTRS guru
    Posts: 2536
    Joined: 08 Jul 2010, 22:25
    OTRS Version?: 6.0.x

    Re: OTRS Won't send outbound.

    Post by wurzel » 26 Sep 2018, 09:33

    Hi,

    that's it. Looks good.

    Your logfiles do not state an proper error. I do not see any log entry concerning smtptls.

    and you do not have to look in in my /var/log/mail.log because it is would be your local mx logs.


    A assume you have errors in mailserver configs or protocol settings. Maybe wrong DNS or routing... Nothing you can fix on OTRS side.

    Florian
      ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
      OTRS 6 Managed Silver

      -- Ich beantworte keine Forums-Fragen PN - No PN please

      I won't answer to unfriendly users any more. A greeting and regards are just polite.

      iqfx
      OTRS newbie
      Posts: 7
      Joined: 24 Sep 2018, 15:50
      OTRS Version?: 6.0.4
      Real Name: Quint
      Company: IQFX
      Contact:

      Re: OTRS Won't send outbound.

      Post by iqfx » 26 Sep 2018, 15:12

      Thanks for the reply,

      Is there any explanation as for why it stays in queue and otrs does nothing with it?

      My mail server has the correct records, i can send mail to that server from a different domain and i can receive from my mail server while from another domain.
      I have never been this confused, no logs no verbose, no nothing.
      Very confusing and frustrating gonna be honest here.

      Kind regards,
      IQFX

      wurzel
      OTRS guru
      Posts: 2536
      Joined: 08 Jul 2010, 22:25
      OTRS Version?: 6.0.x

      Re: OTRS Won't send outbound.

      Post by wurzel » 27 Sep 2018, 10:19

      Hi,

      you can test with the otrs.Console.pl command, there are some Mail Queue options. Maybe you'll finde something?

      regards
      Florian
        ((OTRS)) Community Edition 6.0.x, LAMP LIVE auf Debian 9
        OTRS 6 Managed Silver

        -- Ich beantworte keine Forums-Fragen PN - No PN please

        I won't answer to unfriendly users any more. A greeting and regards are just polite.

        iqfx
        OTRS newbie
        Posts: 7
        Joined: 24 Sep 2018, 15:50
        OTRS Version?: 6.0.4
        Real Name: Quint
        Company: IQFX
        Contact:

        Re: OTRS Won't send outbound.

        Post by iqfx » 27 Sep 2018, 16:53

        Dear Floran,

        Thank you very much for your help. I found the reason it wasn't sending the mail.
        In the systemlogs i found some errors that can be found in the attachment, is this error known?
        What do i need to do to fix it? I already tried restarting the daemon and i can't really find anything about it on google.
        Could it possible have to do something with the time or something?

        Thanks in advance!

        Kind regards,

        IQFX
        You do not have the required permissions to view the files attached to this post.

        iqfx
        OTRS newbie
        Posts: 7
        Joined: 24 Sep 2018, 15:50
        OTRS Version?: 6.0.4
        Real Name: Quint
        Company: IQFX
        Contact:

        Re: OTRS Won't send outbound.

        Post by iqfx » 28 Sep 2018, 10:30

        Good afternoon,
        So i got OTRS to start sending mail to sendmail succesfully, how ever now i'm getting stat= deffered by 127.0.0.1 in the /var/log/mail.log file.
        But this is a step in the right direction the way i did this is with the help from this guy, i did exactly what he said and it worked.

        Link: https://forums.otterhub.org/viewtopic.php?f=62&t=39530

        I guess i only have to troubleshoot sendmail right now.
        So basically, OTRS says it send the mail, while infact, OTRS has only send the mail to sendmail.
        Now sendmail still has to send it off and we're good. I think it is because sendmail has to authenticate itself to my ISP's smtp server.

        Kind regards,
        IQFX

        iqfx
        OTRS newbie
        Posts: 7
        Joined: 24 Sep 2018, 15:50
        OTRS Version?: 6.0.4
        Real Name: Quint
        Company: IQFX
        Contact:

        Re: OTRS Won't send outbound.

        Post by iqfx » 28 Sep 2018, 15:17

        Good afternoon,

        I just figured out it is because i don't have PTR record for my domain (neither do i have static ip).
        My ISP will neither give me a static IP or a PTR record.

        So bottom line, ISP's suck when you're in IT.

        Thank you everyone who helped!

        Kind regards,
        IQFX

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