Email Weirdness

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Paulos
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Posts: 4
Joined: 20 Jun 2019, 20:04
OTRS Version?: 6.0.18
Real Name: Paul Lovett
Company: KTC Engineering

Email Weirdness

Post by Paulos » 20 Jun 2019, 21:03

A fairly new installation of OTRS 6.0.18

The system can receive email & creates a ticket based on that email
The system then sends the agent a notification of a new ticket
The system DOES NOT send a response to the client,
The system DOES NOT send ticket updates to the client.

I can't determine where the failure is.
The communication log looks good.

Any ideas appreciated...
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root
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Re: Email Weirdness

Post by root » 21 Jun 2019, 08:37

Hi,

Please provide some details about the SendmailModule chosen and the related settings.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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Paulos
OTRS newbie
Posts: 4
Joined: 20 Jun 2019, 20:04
OTRS Version?: 6.0.18
Real Name: Paul Lovett
Company: KTC Engineering

Re: Email Weirdness

Post by Paulos » 26 Jun 2019, 00:54

root wrote:
21 Jun 2019, 08:37
Hi,

Please provide some details about the SendmailModule chosen and the related settings.

- Roy
Roy, Thanks for the reply.
Here's what I've got:

SenddmailModule
Kernel::System::Email::Sendmail

SendmailModule::AuthUser
support

SendmailModule::CMD
/usr/sbin/sendmail -i -f

SendmailModule::Port
25

SendmailNOtification EnvelopeFrom::FallbackToEmailFrom
enabled

SendmailEncodingForce
base64

Sendmail::DefaultHeaders
Auto-Submitted --> auto-generated
Precedence: --> bulk

Fetchmail::Bin
/usr/bin/fetchmail

Thats pretty much everything.
Cheers!

root
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Re: Email Weirdness

Post by root » 26 Jun 2019, 12:41

Hi,

In addition, can you provide details from the communication log of an e-mail which was sent but not received?

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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

Paulos
OTRS newbie
Posts: 4
Joined: 20 Jun 2019, 20:04
OTRS Version?: 6.0.18
Real Name: Paul Lovett
Company: KTC Engineering

Re: Email Weirdness

Post by Paulos » 27 Jun 2019, 00:05

root wrote:
26 Jun 2019, 12:41
Hi,

In addition, can you provide details from the communication log of an e-mail which was sent but not received?

- Roy
Well that's exactly the problem: There's a crap-ton of stuff coming in, successful sendmail to the agent, but NOTHING going to clients. The system doesn't even look like it's trying.

root
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Posts: 1807
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
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Re: Email Weirdness

Post by root » 27 Jun 2019, 07:03

Hi,

your post said you are using the Sendmail module, that's why you should check the log of your local mailer (MTA). Should be /var/log/mail or /var/log/maillog.
OTRS generates the e-mail and let the MTA doing his job. My guess: your linux host is not allowed to relay to external domains.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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

Paulos
OTRS newbie
Posts: 4
Joined: 20 Jun 2019, 20:04
OTRS Version?: 6.0.18
Real Name: Paul Lovett
Company: KTC Engineering

Re: Email Weirdness

Post by Paulos » 29 Jun 2019, 00:16

Thanks Roy,
Here's a chuck from the mail.log:

Code: Select all

Jun 24 00:20:02 InterDesk smmsp[22141]: /usr/share/sendmail/sendmail cron-msp
Jun 24 00:40:01 InterDesk smmsp[22712]: /usr/share/sendmail/sendmail cron-msp
Jun 24 01:00:01 InterDesk smmsp[23206]: /usr/share/sendmail/sendmail cron-msp
Jun 24 01:20:01 InterDesk smmsp[23794]: /usr/share/sendmail/sendmail cron-msp
Jun 24 01:40:01 InterDesk smmsp[24339]: /usr/share/sendmail/sendmail cron-msp
Jun 24 02:00:01 InterDesk smmsp[24865]: /usr/share/sendmail/sendmail cron-msp
Jun 24 02:20:02 InterDesk smmsp[26291]: /usr/share/sendmail/sendmail cron-msp
Jun 24 02:40:01 InterDesk smmsp[26844]: /usr/share/sendmail/sendmail cron-msp
Jun 24 03:00:01 InterDesk smmsp[27347]: /usr/share/sendmail/sendmail cron-msp
Jun 24 03:20:01 InterDesk smmsp[28012]: /usr/share/sendmail/sendmail cron-msp
Jun 24 03:40:01 InterDesk smmsp[28559]: /usr/share/sendmail/sendmail cron-msp
Jun 24 04:00:01 InterDesk smmsp[29061]: /usr/share/sendmail/sendmail cron-msp
Jun 24 04:20:01 InterDesk smmsp[30196]: /usr/share/sendmail/sendmail cron-msp
Jun 24 04:40:01 InterDesk smmsp[30753]: /usr/share/sendmail/sendmail cron-msp
Jun 24 05:00:01 InterDesk smmsp[31267]: /usr/share/sendmail/sendmail cron-msp
Jun 24 05:20:01 InterDesk smmsp[31852]: /usr/share/sendmail/sendmail cron-msp
Jun 24 05:40:01 InterDesk smmsp[32409]: /usr/share/sendmail/sendmail cron-msp
Jun 24 06:00:01 InterDesk smmsp[433]: /usr/share/sendmail/sendmail cron-msp
Jun 24 06:20:01 InterDesk smmsp[1702]: /usr/share/sendmail/sendmail cron-msp
Jun 24 06:40:01 InterDesk smmsp[2303]: /usr/share/sendmail/sendmail cron-msp
Jun 24 07:00:01 InterDesk smmsp[2804]: /usr/share/sendmail/sendmail cron-msp
Jun 24 07:20:01 InterDesk smmsp[3386]: /usr/share/sendmail/sendmail cron-msp
Jun 24 07:40:01 InterDesk smmsp[3952]: /usr/share/sendmail/sendmail cron-msp
Jun 24 08:00:01 InterDesk smmsp[4450]: /usr/share/sendmail/sendmail cron-msp
Jun 24 08:20:01 InterDesk smmsp[5587]: /usr/share/sendmail/sendmail cron-msp
Jun 24 08:40:01 InterDesk smmsp[6132]: /usr/share/sendmail/sendmail cron-msp
Jun 24 09:00:01 InterDesk smmsp[6652]: /usr/share/sendmail/sendmail cron-msp
Jun 24 09:01:01 InterDesk sendmail[6723]: x5OG10GM006723: Authentication-Warning: InterDesk.panelboard.local: otrs set sender to s[redacted] using -f
Jun 24 09:01:01 InterDesk sendmail[6723]: x5OG10GM006723: from=s[redacted], size=1905, class=-60, nrcpts=1, msgid=<1561392002.460860.949901211@InterDesk>, relay=otrs@localhost
Jun 24 09:01:01 InterDesk sm-mta[6724]: x5OG11QA006724: from=<s[redacted]>, size=2167, class=-60, nrcpts=1, msgid=<1561392002.460860.949901211@InterDesk>, proto=ESMTP, daemon=MTA-v4, relay=InterDesk [127.0.0.1]
Jun 24 09:01:01 InterDesk sendmail[6723]: x5OG10GM006723: to=[redacted], stat=Sent (x5OG11QA006724 Message accepted for delivery)
Jun 24 09:01:01 InterDesk sendmail[6728]: x5OG11m8006728: Authentication-Warning: InterDesk.panelboard.local: otrs set sender to s[redacted] using -f
Jun 24 09:01:01 InterDesk sendmail[6728]: x5OG11m8006728: from=s[redacted], size=8448, class=-60, nrcpts=1, msgid=<1561392002.431509.237377902@InterDesk>, relay=otrs@localhost
Jun 24 09:01:01 InterDesk sm-mta[6729]: x5OG1161006729: from=<s[redacted]>, size=8708, class=-60, nrcpts=1, msgid=<1561392002.431509.237377902@InterDesk>, proto=ESMTP, daemon=MTA-v4, relay=InterDesk [127.0.0.1]
Jun 24 09:01:01 InterDesk sendmail[6728]: x5OG11m8006728: to=[redacted], stat=Sent (x5OG1161006729 Message accepted for delivery)
Jun 24 09:01:01 InterDesk sm-mta[6726]: STARTTLS=client, relay=aspmx.l.google.com., version=TLSv1.3, verify=FAIL, cipher=TLS_AES_256_GCM_SHA384, bits=256/256
Jun 24 09:01:01 InterDesk sendmail[6733]: x5OG11G9006733: Authentication-Warning: InterDesk.panelboard.local: otrs set sender to s[redacted] using -f
Jun 24 09:01:01 InterDesk sendmail[6733]: x5OG11G9006733: from=s[redacted], size=8455, class=-60, nrcpts=1, msgid=<1561392002.143972.739830356@InterDesk>, relay=otrs@localhost
Jun 24 09:01:01 InterDesk sm-mta[6734]: x5OG11Oe006734: from=<s[redacted]>, size=8718, class=-60, nrcpts=1, msgid=<1561392002.143972.739830356@InterDesk>, proto=ESMTP, daemon=MTA-v4, relay=InterDesk [127.0.0.1]
Jun 24 09:01:01 InterDesk sendmail[6733]: x5OG11G9006733: to=[redacted], stat=Sent (x5OG11Oe006734 Message accepted for delivery)
Jun 24 09:01:01 InterDesk sm-mta[6731]: STARTTLS=client, relay=aspmx.l.google.com., version=TLSv1.3, verify=FAIL, cipher=TLS_AES_256_GCM_SHA384, bits=256/256
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006724: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sendmail[6738]: x5OG11IB006738: Authentication-Warning: InterDesk.panelboard.local: otrs set sender to s[redacted] using -f
Jun 24 09:01:01 InterDesk sendmail[6738]: x5OG11IB006738: from=s[redacted], size=8439, class=-60, nrcpts=1, msgid=<1561392003.968805.551637307@InterDesk>, relay=otrs@localhost
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006724: x5OG11QA006726: DSN: User unknown
Jun 24 09:01:01 InterDesk sm-mta[6739]: x5OG11GM006739: from=<s[redacted]>, size=8705, class=-60, nrcpts=1, msgid=<1561392003.968805.551637307@InterDesk>, proto=ESMTP, daemon=MTA-v4, relay=InterDesk [127.0.0.1]
Jun 24 09:01:01 InterDesk sendmail[6738]: x5OG11IB006738: to=[redacted], stat=Sent (x5OG11GM006739 Message accepted for delivery)
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006726: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006729: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6736]: STARTTLS=client, relay=aspmx.l.google.com., version=TLSv1.3, verify=FAIL, cipher=TLS_AES_256_GCM_SHA384, bits=256/256
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006729: x5OG1161006731: DSN: User unknown
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006726: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006726: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006726: x5OG11QB006726: return to sender: User unknown
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QB006726: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6726]: x5OG11QA006726: Saved message in /var/lib/sendmail/dead.letter
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006731: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006731: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006731: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006731: x5OG1162006731: return to sender: User unknown
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1162006731: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6731]: x5OG1161006731: Saved message in /var/lib/sendmail/dead.letter
Jun 24 09:01:01 InterDesk sm-mta[6741]: STARTTLS=client, relay=aspmx.l.google.com., version=TLSv1.3, verify=FAIL, cipher=TLS_AES_256_GCM_SHA384, bits=256/256
Jun 24 09:01:01 InterDesk sm-mta[6741]: x5OG11GM006739: to=[redacted], stat=User unknown
Jun 24 09:01:01 InterDesk sm-mta[6741]: x5OG11GM006739: x5OG11GM006741: DSN: User unknown

root
Moderator
Posts: 1807
Joined: 18 Dec 2007, 12:23
OTRS Version?: 4/5/6
Real Name: Roy Kaldung
Company: Znuny Inc.
Contact:

Re: Email Weirdness

Post by root » 01 Jul 2019, 06:52

Hi,

I recommend checking your MTA configuration. You could check the file /var/lib/sendmail/dead.letter, some emails were stored there.

- Roy
OTRS 4/5/6 CentOS / RHEL / Debian / SLES / MySQL / PostgreSQL / Oracle / OpenLDAP / Active Directory / SSO

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

crythias
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Re: Email Weirdness

Post by crythias » 31 Jul 2019, 15:59

Make sure Google is allowing the send from/send as the configured sending user. It may need updated/proper credentials. Or use a different smarthost.
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