On 05.03.2013 14:25, Kaushal Shriyan wrote:
On Tue, Mar 5, 2013 at 2:55 PM, Vadim S. Goncharov <[email protected]
<mailto:[email protected]>> wrote:
On 05.03.2013 08:55, Kaushal Shriyan wrote:
Hi,
I have a specific issue is that any email response from the OTRS is
via a
specific emailid "[email protected]
<mailto:[email protected]> <mailto:[email protected]
<mailto:[email protected]>>__" for
all the queues in OTRS.
meaning when the recipient receives email it comes from
"[email protected] <mailto:[email protected]>
<mailto:[email protected] <mailto:[email protected]>>__" Any
clue?
Look at your OTRS log. When agent answers via web, then there are
messages appended to it like:
[Tue Mar 5 13:13:20
2013][Notice][Kernel::System::__Ticket::Article::ArticleSend] Sent email
to '[email protected] <mailto:[email protected]>,' from 'Agent
Lastname via QUEUE-NAME <[email protected]
<mailto:[email protected]>>'. HistoryType => SendAnswer, Subject =>
Re: [Ticket#1015566] ...
If that from-address is correct, than your problem is not in OTRS. It
may be a mail server rewriting "From:" for all OTRS-submitted mail. But
first ensure that all correct in OTRS itself.
--
Vadim Goncharov <[email protected] <mailto:[email protected]>>
RU-Center
NET Department http://www.nic.ru
NET-SYS Group phone:+7(495)737-7646 (ext.4019)
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Hi Vadim,
Please find below the details in /opt/otrs/Kernel/Config/Files/ZZZAuto.pm
cat ZZZAuto.pm
# OTRS config file (automatically generated)
# VERSION:1.1
package Kernel::Config::Files::ZZZAuto;
use utf8;
sub Load {
my ($File, $Self) = @_;
$Self->{'PostMaster::PreFilterModule::NewTicketReject::Body'} = 'Dear Customer,
Unfortunately we could not detect a valid ticket number
in your subject, so this email can\'t be processed.
Please create a new ticket via the customer panel.
Thanks for your help!
Your Helpdesk Team
';
$Self->{'PostmasterFollowUpSearchInReferences'} = '1';
delete $Self->{'PreferencesGroups'}->{'SpellDict'};
$Self->{'SMIME'} = '1';
$Self->{'PGP'} = '1';
$Self->{'SendmailModule::AuthPassword'} = 'xxxxxxxxxx';
*$Self->{'SendmailModule::AuthUser'} = '[email protected]
<mailto:[email protected]>'; -> every mail comes from this emailid*
$Self->{'SendmailModule::Port'} = '587';
$Self->{'SendmailModule::Host'} = 'smtp.gmail.com <http://smtp.gmail.com>';
$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTPTLS';
$Self->{'Organization'} = 'mydomain';
$Self->{'AdminEmail'} = '[email protected]
<mailto:[email protected]>';
$Self->{'FQDN'} = 'otrs.mydomain.com <http://otrs.mydomain.com>';
$Self->{'SecureMode'} = '1';
}
1;
Please suggest further.
The point is still valid, as I don't know whether Gmail.com rewrite the
"From:" to be that of registered user (e.g. they may do this to prevent
spam). You can check this trying to send message via smtp.gmail.com with
modified From: by means of another mail client.
As for additional SendmailModule logs, you can also do the following:
1) open your index.pl (e.g. bin/cgi-bin/index.pl)
2) where you see line "my $Debug = 0;" - change 0 to 3
This will enable both additional OTRS logs and underlying Perl module
Net::SMTP::TLS logs - the latter will go to Apache logs.
--
Vadim Goncharov <[email protected]> RU-Center
NET Department http://www.nic.ru
NET-SYS Group phone:+7(495)737-7646 (ext.4019)
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