I can send normal emails and updates to tickets fine to external, it’s just the notifications like “you have a follow up” etc, they don’t go to the admin user’s external email account of googlemail or yahoo which would be very handy so he knows when emails are coming in where ever he is rather than either having to log into otrs each time or somehow access the internal exchange server email account.

 

Cheers,

 

Jon.

 

 

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of rajaa Jlil
Sent: 12 August 2009 10:27
To: otrs@otrs.org
Subject: Re: [otrs] Notification Emails not being sent to externalemail addresses

 


hello JON
 
i have the same problem i can't send emails or even notifications to external adresses so if you find the solution please send me an email, and so on for me ;)
 
best regards

Cordialement

 

-JLIL Rajaa-
ESG-Casablanca




 

Date: Wed, 12 Aug 2009 10:20:56 +0100
From: jmc@moneyplusgroup.co.uk
To: otrs@otrs.org
Subject: [otrs] Notification Emails not being sent to external email addresses

Hi,

My setup of OTRS will not send any notification type emails to external addresses.

Currently, I have a admin (Jon), and have setup his email to be jon@internaldomain.co.uk.

Then when messages are sent back and forth and external users/customers to update new tickets, Jon will received notification emails perfectly well, such as “you have a follow up” or “a ticket has been updated”, this is great.

However, as Jon now wants to be able to get notifications sent to his external “googlemail” account, I tried changing over his email from jon@internaldomain.co.uk , to his external email, jon@googlemail.com

Now none of the notification emails ever reach his googlemail account, neither do they go into the “spam” folder.  It is the same if he uses any other external email account like jon@yahoomail.co.uk.

What I don’t understand is why, if you update a ticket, all external emails addresses are emailed fine.  Also if you email jon from the admin email screen, he receives the email.

Currently our setup is to use SMTP to an exchange server which is located on our network.

It’s almost like when notifications are sent out, they are using sendmail rather than SMTP??  Could this be the case?

How can normal emails and ticket updates work, while email notifcations work fine internally, but not to external emails!!!  Its weird and baffling me, I’ve tried everything!

Please can someone help me with this before I rip my hair out.

Best regards,

 

Jon.

 

 

 

 

 

 

 

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The information in this e-mail (which includes any files transmitted with it) is confidential and may also be legally privileged.  It is intended for the addressee only.  Access to this e-mail by anyone else is unauthorised.  It is not to be relied upon by any person other than the addressee except with our prior written approval.  If no such approval is given, we will not accept any liability (in negligence or otherwise) arising from any third party acting, or refraining from acting, on such information.  Unauthorised recipients are required to maintain confidentiality.  If you have received this e-mail in error please notify us immediately, destroy any copies and delete it from your computer system.  Any use, dissemination, forwarding, printing or copying of this e-mail is prohibited.  Copyright in this e-mail and any document created by us will be and remain vested in us and will not be transferred to you.  We assert the right to be identified as the author of and to object to any misuses of the contents of this e-mail or such documents.

 

 

Moneyplus Group is part of the MoneyPlus Group Limited (registered no. 05528673)

Registered office: Lawson House, 22-26 Stockport Road, Altrincham, Cheshire WA15 8EX

Registered in England and Wales.