[otrs] Error while sending emails via OTRS

[Muhammad El-Sergani]

Hello Everyone,

We have OTRS 3.3.5 running over CentOS release 6.5 server, the system was
running smoothly for a long time, but suddenly we are not able to send
emails.
We are getting the below error:

Error Message: Impossible to send message to: mserg...@gmail.com .

Backend ERROR: OTRS-CGI-10 Perl: 5.10.1 OS: linux Time: Thu Mar 31 14:41:11
2016 Message: Impossible to send message to: aka...@sygmatel.com .
RemoteAddress: x.x.x.x RequestURI: /otrs/index.pl Traceback (2056): Module:
Kernel::System::Ticket::Article::ArticleSend (OTRS 3.3.5) Line: 2083
Module: Kernel::Modules::AgentTicketEmail::Run (OTRS 3.3.5) Line: 1291
Module: Kernel::System::Web::InterfaceAgent::Run (OTRS 3.3.5) Line: 871
Module:
ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler
(unknown version) Line: 41 Module: (eval) (v1.99) Line: 204 Module:
ModPerl::RegistryCooker::run (v1.99) Line: 204 Module:
ModPerl::RegistryCooker::default_handler (v1.99) Line: 170 Module:
ModPerl::Registry::handler (v1.99) Line: 31

We are using Google Apps as our mail server with the below setup:

SendmailModule == SMTPTLS
SendmailModule::Host == smtp.gmail.com
SendmailModule::Port == 465

We can ping, traceroute and telnet "smtp.gmail.com without any issues.

Please let us know your thoughts.

Thanks
//M
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[otrs] Auto reply not working for Postmaster address

[Mikey van der Worp]

Hi All,

We are currently using OTRS latest version. One of our customers is using an 
e-mail postmas...@domain.ltd, but does not 
receive the automatic reply with the ticket number. How can I fix this? There 
are no automatic rules designed by me to block this.

Thanks in advance,
Mikey van der Worp


--
Mikey van der Worp
System Engineer

Utelisys Communications B.V.
Trinity Buildings
Tower A, 7th floor
Pietersbergweg 15
1105 BM Amsterdam

M +31 (0) 62 942 2052
T  +31 (0) 20 561 8010
F  +31 (0) 20 561 8021

LinkedIn - 
Facebook

www.utelisys.com – 
 https://www.utelisys.com/

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Re: [otrs] Auto reply not working for Postmaster address

[Sander Goudswaard]

Hi Mikey,

See the SendNoAutoResponseRegExp setting in Core::Postmaster where this string 
has been defined by default to avoid loops. You could consider educating the 
customer instead of editing your configuration... or make the regex so that it 
replies to your customer while ignoring other postmaster e-mail addresses.

Groet,
Sander Goudswaard
No_signature
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[otrs] GenericInterface WebServices - HTTP::REST transport

[Nick Bright]

Greetings,

I have an older installation of OTRS v3, attempting to use a REST 
transport for a Web Services provider.


Looking at 
https://otrs.github.io/doc/manual/admin/3.2/en/html/genericinterface.html this 
appears to be possible, as REST is clearly listed in the Network 
Transport segment of the diagram.


However, when configuring a Web Service, the REST transport isn't 
available. On the filesystem under 
Kernel/GenericInterface/Transport/HTTP/ there is a REST.pm file, which 
seems to also indicate that it should be supported.


The issue seems to be that in SysConfig under 
GenericInterface::Transport::ModuleRegistration I only have SOAP and Test.


I've been searching for a way to try to register the REST module, but I 
haven't been able to find it.


Do I simply need to copy the HTTP::SOAP configuration and change it to 
say REST, or is there a script/command to actually "Register" the module?


Thanks,

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Re: [otrs] GenericInterface WebServices - HTTP::REST transport

[Nick Bright]

On 4/4/2016 10:45 AM, Nick Bright wrote:

Greetings,

I have an older installation of OTRS v3, attempting to use a REST 
transport for a Web Services provider.


Looking at 
https://otrs.github.io/doc/manual/admin/3.2/en/html/genericinterface.html 
this appears to be possible, as REST is clearly listed in the Network 
Transport segment of the diagram.


However, when configuring a Web Service, the REST transport isn't 
available. On the filesystem under 
Kernel/GenericInterface/Transport/HTTP/ there is a REST.pm file, which 
seems to also indicate that it should be supported.


The issue seems to be that in SysConfig under 
GenericInterface::Transport::ModuleRegistration I only have SOAP and 
Test.


I've been searching for a way to try to register the REST module, but 
I haven't been able to find it.


Do I simply need to copy the HTTP::SOAP configuration and change it to 
say REST, or is there a script/command to actually "Register" the module?


Thanks,

It looks like this many not actually be supported, even though the way 
the documentation reads it does appear to be supported.


https://www.otrs.com/release-notes-otrs-help-desk-4-beta1/

These v4b1 release notes state:

"3. WORKING WITH EXTERNAL SYSTEMS

The GenericInterface now also supports HTTP REST as network 
transport protocol.

"

As such, I would interpret this as HTTP REST is not available to the 
GenericInterface in v3.


Is this correct?

--
---
-  Nick Bright-
-  Vice President of Technology   -
-  Valnet -=- We Connect You -=-  -
-  Tel 888-332-1616 x 315 / Fax 620-331-0789  -
-  Web http://www.valnet.net/ -
---
- Are your files safe?-
- Valnet Vault - Secure Cloud Backup  -
- More information & 30 day free trial at -
- http://www.valnet.net/services/valnet-vault -
---

This email message and any attachments are intended solely for the use of the 
addressees hereof. This message and any attachments may contain information 
that is confidential, privileged and exempt from disclosure under applicable 
law. If you are not the intended recipient of this message, you are prohibited 
from reading, disclosing, reproducing, distributing, disseminating or otherwise 
using this transmission. If you have received this message in error, please 
promptly notify the sender by reply E-mail and immediately delete this message 
from your system.

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