On 05.03.2013 14:25, Kaushal Shriyan wrote:

On Tue, Mar 5, 2013 at 2:55 PM, Vadim S. Goncharov <vgoncharov@nic.ru

<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
        <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 <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 <queue-addr@company.ru
    <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 <vgoncharov@nic.ru <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/

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

    <http://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->{'PostmasterFollowUpSearchInReferences'} = '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     <vgoncharov@nic.ru>           RU-Center
NET Department                            http://www.nic.ru
NET-SYS Group             phone:+7(495)737-7646  (ext.4019)
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