Hi Michiel, really good work! It's part of upcoming OTRS 2.4 now. :))) Greetings, -Martin On Feb 3, 2009, at 11:47 , Michiel Beijen wrote:
Good afternoon,
My name is Michiel Beijen and I am a software consultant from The Netherlands. I have been working with service management software since 2002 now. I used to work at a company that sold pretty expensive enterprise-class service management software, BMC Remedy ITSM, as an implementation consultant. Since about a year now I'm a freelance consultant. My field is business information management, which covers subjects such as change management, demand management, requirements specification, but also testing and training. I also do (ITIL based) process management, -implementation and -optimization at customers.
In my opinion that OTRS is quite a powerful tool which already has a lot of the capabilities the commercial tool which I used to work with before had. Out of curiosity, and also because I think OTRS has great potential and I may be able to implement it at some customer in the future, I am now toying around with OTRS for quite some time, and answering questions on the mailing list here and there.
I have created a new mail backend for OTRS to be able to communicate to servers that only allow 'Secure' SMTP; that is, SMTP servers that only allow SSL or TLS connections. An example of such a server is the server for Google Apps users, smtp.google.com. I use Google Apps for Domains for the email of my company.
In bugzilla there are a couple of bugs that seem to be related to the lack of support for 'secure SMTP': 3041, 3363, 3394 and 3612.
The implementation is pretty straight forward. It uses the perl module Net::SMTP::SSL which is just a CPAN module. The module has the exact same implementation as Net::SMTP; so I found out I only had to copy and rename the Kernel/System/Email/SMTP.pm file and modify it a little bit to get it working. I have tested it and for me, it works. I have included the new file, and also patches to Framework.xml with slightly better wording (English only!) and I've updated otrs.checkModules to also search for Net::SMTP::SSL and Authen::SASL which are both needed to talk to SMTP hosts such as smtp.google.com
I'm not a Perl wizard like you guys are, I'm not that technical - usually I would be the person communicating between the users and the developers. That's why I do not have an idea what should go in the $Id: tag in the document. Can you look at that? And also, can you please look at my modifications and consider them for inclusion?
I have also created an enhancement request, bug 3630 in Bugzilla, for this issue with the files attached.
I would love to hear any comments, thoughts or other remarks on this small patch, either via this list or offline, my contact details are below.
In the future I might submit some more work. As I said, since I'm not a developer, these will more likely be updates and enhancements to the documentation or things like that. I already noticed the documentation is published on CVS. Should I send updates to the CVS documentation to this list?
Kind regards, -- Michiel Beijen Software Consultant +31 6 - 457 42 418 Bee Free IT + http://beefreeit.nl
< Framework .xml .patch .txt
< otrs .checkModules .patch .txt
< SecureSMTP .pm>
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