Reset password request from bad email?

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kropek
OTRS newbie
Posts: 5
Joined: 11 Jul 2019, 10:39
OTRS Version?: 6.0.19
Real Name: Filip
Company: Best-IT

Reset password request from bad email?

Post by kropek » 11 Jul 2019, 12:35

Hi,

i have otrs 6.0.19 and lastly i have a problem with receiving a reset password from our helpdesk. I try read all post but only answer i saw was about right user name and password to connect to smtp server. If i did't find answer with was posted i sorry for that. I lost about 20 h trying to solve it.
I register as a customer and have an account with mail myprivmail@gmail.com. Our main outbound mail is general@mydomain.com from with everything else is make it way to customers, agents etc.
From my log i see that it is send from mail testmail@mydomain.com, not from general@mydomain.com and i can't find right spot to edit it. I try to search for testmail@mydomain.com edit every entry and non was helpfull.

Log:
ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-79 Perl: 5.26.1 OS: linux Time: Wed Jul 10 16:59:07 2019

Message: CommunicationLog(ID:6339,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:8978)::Kernel::System::Email::SMTP => Envelope to 'myprivmail@gmail.com' not accepted by the server: 554, 5.7.1 <myprivmail@gmail.com>: Recipient address rejected: Sender is not same as SMTP authenticate username
!

Traceback (16413):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::Email::SMTP::Send Line: 285
Module: Kernel::System::Email::SendExecute Line: 755
Module: Kernel::System::MailQueue::Send Line: 679
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 198
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 147
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: (eval) Line: 144
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235
Module: (eval) Line: 314
Module: main::Start Line: 314
Module: bin/otrs.Daemon.pl Line: 135

ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-79 Perl: 5.26.1 OS: linux Time: Wed Jul 10 16:59:07 2019

Message: CommunicationLog(ID:6339,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:8978)::Kernel::System::Email => Error sending message using backend 'Kernel::System::Email::SMTPTLS'.

Traceback (16413):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::Email::SendExecute Line: 765
Module: Kernel::System::MailQueue::Send Line: 679
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 198
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 147
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: (eval) Line: 144
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235
Module: (eval) Line: 314
Module: main::Start Line: 314
Module: bin/otrs.Daemon.pl Line: 135

ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-79 Perl: 5.26.1 OS: linux Time: Wed Jul 10 16:59:07 2019

Message: CommunicationLog(ID:6339,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:8978)::Kernel::System::MailQueue => Message could not be sent! Error message: Envelope to 'myprivmail@gmail.com' not accepted by the server: 554, 5.7.1 <myprivmail@gmail.com>: Recipient address rejected: Sender is not same as SMTP authenticate username
!

Traceback (16413):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::MailQueue::_SendError Line: 834
Module: Kernel::System::MailQueue::Send Line: 689
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 198
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 147
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: (eval) Line: 144
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235
Module: (eval) Line: 314
Module: main::Start Line: 314
Module: bin/otrs.Daemon.pl Line: 135

ERROR: OTRS-otrs.Console.pl-Maint::Email::MailQueue-79 Perl: 5.26.1 OS: linux Time: Wed Jul 10 16:59:07 2019

Message: CommunicationLog(ID:6339,AccountType:-,AccountID:-,Direction:Outgoing,Transport:Email,ObjectLogType:Message,ObjectLogID:8978)::Kernel::System::MailQueue => Permanent sending problem or we reached the sending attempt limit. Message will be removed

Traceback (16413):
Module: Kernel::System::CommunicationLog::_LogError Line: 538
Module: Kernel::System::CommunicationLog::ObjectLog Line: 306
Module: Kernel::System::MailQueue::_SendError Line: 853
Module: Kernel::System::MailQueue::Send Line: 689
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Send Line: 198
Module: Kernel::System::Console::Command::Maint::Email::MailQueue::Run Line: 147
Module: (eval) Line: 460
Module: Kernel::System::Console::BaseCommand::Execute Line: 454
Module: (eval) Line: 144
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Cron::Run Line: 123
Module: Kernel::System::Daemon::DaemonModules::SchedulerTaskWorker::Run Line: 235
Module: (eval) Line: 314
Module: main::Start Line: 314
Module: bin/otrs.Daemon.pl Line: 135

Error:
Could not send message with ID '4'! Please refer to the log.
Error: Failed.

My sysconf:
i use SMTPTLS
SendmailNotyficationEnvelopeFrom: general@mydomain.com

My communication log:
Kernel::System::Email Successfully queued message for delivery (To: 'myprivmail@gmail.com', From: 'testmail@mydomain.com', Subject: 'Reset password'). 2019-07-10 16:59:02

Where change that testmail@mydomain.com to general@mydomain.com ? i need do change something thru command line?
If it's needed to add more info let me know.
Thanks in advance.
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kropek
OTRS newbie
Posts: 5
Joined: 11 Jul 2019, 10:39
OTRS Version?: 6.0.19
Real Name: Filip
Company: Best-IT

Re: Reset password request from bad email?

Post by kropek » 18 Jul 2019, 10:45

After upgrade from 6.0.19 to 6.0.20 i move /opt/otrs/Kernel/Config.pm from last version but i didn't copy /opt/otrs/var/ i now when i change Admin Mail every thing work just fine.

i miss understand from admin manual: :roll: :oops:

Code: Select all

root> cd OTRS-BACKUP/var/stats
root> cp *.installed /opt/otrs/var/stats
i wonder why it was wrong, especially in GUI i see mail i want but it was send from different one.

I copy var because i have a logo inside. Next time only move logo? I miss something ? :roll:

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