Hi all, we were able to workaround this issue by hardcoding an general email of our domain (the one of admin) at procedure SendAgentNotification on file ~/Kernel/System/Ticket/Article.pm.

The original code looks like:

    # send notify

    $Self->{SendmailObject}->Send(

        From => $Self->{ConfigObject}->Get('NotificationSenderName') . ' <'. $Self->{ConfigObject}->Get('NotificationSenderEmail') . '>',

        To      => $User{UserEmail},

        Subject => $Notification{Subject},

        Type    => 'text/plain',

        Charset => $Notification{Charset},

        Body    => $Notification{Body},

        Loop    => 1,

    );

The new is:

    # send notify

    $Self->{SendmailObject}->Send(

        From => $Self->{ConfigObject}->Get('NotificationSenderName') . ' <our_admin_email@our_domain.com>',

        To      => $User{UserEmail},

        Subject => $Notification{Subject},

        Type    => 'text/plain',

        Charset => $Notification{Charset},

        Body    => $Notification{Body},

        Loop    => 1,

    );

Hope this can help somebody facing the same issue.

From: Maurício Ramos
Sent: sexta-feira, 20 de março de 2009 18:18
To: 'User questions and discussions about OTRS.'
Subject: RE: How to enable Net::SMTP debug

Some advance…

The problem occurs just when the customers send messages (as they use emails from domains that are different from the one of our smtp).

Now…the customer can select the queue in which to create the ticket. Is there a way to use the email configured in the queue (which, in our case, is one from our domain) to send the emails of the customers instead of using the customer email?

Thanks.

From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Maurício Ramos
Sent: sexta-feira, 20 de março de 2009 17:16
To: otrs@otrs.org
Subject: [otrs] How to enable Net::SMTP debug

Hello,

We are having issues sending messages through a SMTP server (Exchange). Apache error log registers the following:

.

.

.

[Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] ERROR: OTRS-CGI-10 Perl: 5.8.8 OS: linux Time: Fri Mar 20 16:06:16 2009, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87

[Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] , referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87

[Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108]  Message: Can't send message: 550Start mail input; end with <CRLF>.<CRLF>, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87

[Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] 5.7.1 Client does not have permissions to send as this sender, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87

[Fri Mar 20 16:06:16 2009] [error] [client 172.26.129.108] ! Enable Net::SMTP debug for more info!, referer: http://172.26.129.21/otrs/customer.pl?Action=CustomerTicketZoom&TicketID=87

.

.

.

We checked that through a common email client we are able to send messages but no through otrs.

We can´t find how to turn on this debug. Is this an Apache config, otrs config…?

Thanks.