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...
Email Weirdness
Moderator: crythias
-
- Znuny newbie
- Posts: 4
- Joined: 20 Jun 2019, 20:04
- Znuny Version: 6.0.18
- Real Name: Paul Lovett
- Company: KTC Engineering
Email Weirdness
You do not have the required permissions to view the files attached to this post.
-
- Administrator
- Posts: 3964
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Email Weirdness
Hi,
Please provide some details about the SendmailModule chosen and the related settings.
- Roy
Please provide some details about the SendmailModule chosen and the related settings.
- 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 ?
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 ?
-
- Znuny newbie
- Posts: 4
- Joined: 20 Jun 2019, 20:04
- Znuny Version: 6.0.18
- Real Name: Paul Lovett
- Company: KTC Engineering
Re: Email Weirdness
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!
-
- Administrator
- Posts: 3964
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Email Weirdness
Hi,
In addition, can you provide details from the communication log of an e-mail which was sent but not received?
- Roy
In addition, can you provide details from the communication log of an e-mail which was sent but not received?
- 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 ?
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 ?
-
- Znuny newbie
- Posts: 4
- Joined: 20 Jun 2019, 20:04
- Znuny Version: 6.0.18
- Real Name: Paul Lovett
- Company: KTC Engineering
Re: Email Weirdness
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.
-
- Administrator
- Posts: 3964
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Email Weirdness
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
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
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 ?
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 ?
-
- Znuny newbie
- Posts: 4
- Joined: 20 Jun 2019, 20:04
- Znuny Version: 6.0.18
- Real Name: Paul Lovett
- Company: KTC Engineering
Re: Email Weirdness
Thanks Roy,
Here's a chuck from the mail.log:
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
-
- Administrator
- Posts: 3964
- Joined: 18 Dec 2007, 12:23
- Znuny Version: Znuny and Znuny LTS
- Real Name: Roy Kaldung
- Company: Znuny
- Contact:
Re: Email Weirdness
Hi,
I recommend checking your MTA configuration. You could check the file /var/lib/sendmail/dead.letter, some emails were stored there.
- Roy
I recommend checking your MTA configuration. You could check the file /var/lib/sendmail/dead.letter, some emails were stored there.
- 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 ?
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 ?
-
- Moderator
- Posts: 10169
- Joined: 04 May 2010, 18:38
- Znuny Version: 5.0.x
- Location: SouthWest Florida, USA
- Contact:
Re: Email Weirdness
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.
OTRS 6.0.x (private/testing/public) on Linux with MySQL database.
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask
Please edit your signature to include your OTRS version, Operating System, and database type.
Click Subscribe Topic below to get notifications. Consider amending your topic title to include [SOLVED] if it is so.
Need help? Before you ask