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.