Re: [otrs] OTRS response from same emailid

@Kashil, Vadim is correct. If you use Gmail as an SMTP server, gmail will rewrite any send-from as the gmail account address. But your question is vague "I have a specific issue is that any email response from the OTRS is via a specific emailid "sameemaild@domain.com" for all the queues in OTRS. meaning when the recipient receives email it comes from " sameemaild@domain.com" Any clue?" It is as configured/default. (It's doing what it's supposed to do. What do you want it to do?) The email from a Queue will be the System Email Address assigned to the Queue. . On Tue, Mar 5, 2013 at 5:46 AM, Vadim S. Goncharov wrote:

On 05.03.2013 14:25, Kaushal Shriyan wrote:

...

On Tue, Mar 5, 2013 at 2:55 PM, Vadim S. Goncharov mailto:vgoncharov@nic.ru> 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 "sameemaild@domain.com mailto:sameemaild@domain.com mailto:sameemaild@domain.com**>__" for

all the queues in OTRS. meaning when the recipient receives email it comes from "sameemaild@domain.com mailto:sameemaild@domain.com mailto:sameemaild@domain.com**>__" 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 'customer@client.ru mailto:customer@client.ru,' from 'Agent Lastname via QUEUE-NAME mailto:queue-addr@company.ru**>'. 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 mailto:vgoncharov@nic.ru>

RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019) ------------------------------**__----------------------------** --__---------

OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/__**pipermail/otrshttp://lists.otrs.org/__pipermail/otrs <http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs

...

To unsubscribe: http://lists.otrs.org/cgi-bin/**__listinfo/otrshttp://lists.otrs.org/cgi-bin/__listinfo/otrs

<http://lists.otrs.org/cgi-**bin/listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs

...

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->{'**PostmasterFollowUpSearchInRefe**rences'} = '1'; delete $Self->{'PreferencesGroups'}->**{'SpellDict'}; $Self->{'SMIME'} = '1'; $Self->{'PGP'} = '1'; $Self->{'SendmailModule::**AuthPassword'} = 'xxxxxxxxxx'; *$Self->{'SendmailModule::**AuthUser'} = 'lmsoncall@mydomain.com mailto:lmsoncall@mydomain.com**'; -> 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'} = 'itsupport@mydomain.com mailto:itsupport@mydomain.com**'; $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 RU-Center NET Department http://www.nic.ru NET-SYS Group phone:+7(495)737-7646 (ext.4019) ------------------------------**------------------------------**--------- OTRS mailing list: otrs - Webpage: http://otrs.org/ Archive: http://lists.otrs.org/**pipermail/otrshttp://lists.otrs.org/pipermail/otrs To unsubscribe: http://lists.otrs.org/cgi-bin/**listinfo/otrshttp://lists.otrs.org/cgi-bin/listinfo/otrs