Hello, On Wed, Aug 03, 2005 at 04:42:47PM +0700, nuttapong wrote:

I had encounter a problem with sending mail out using SMTP (both for reply and email ticket) to an external account, (but it work fine to an email address within my organization) they do not get email at all

My Mail server is Exchange 2003

OTRS: 1.3.2

OS SuSE Linux 9.3

The error is

Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Aug 3 16:38:09 2005

Message: Can't send to: nuttapongp@gmail.com! Enable debug for more info!

Traceback (6410): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 92 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30

Are you able to send mails to external accounts with other applications (not OTRS) from this machine?

So I thought it was something to do with # SendmailModule in /opt/otrs/Kernel config.pm file which previously I set as

$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = ''; $Self->{'SendmailModule::AuthPassword'} = '';

Yes, that are the right options to use a mailserver for the messages that send via OTRS.

Then I modify it to

$Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'mail.example.com'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'techsupport'; $Self->{'SendmailModule::AuthPassword'} = 'acaroot';

This settings are looking good, if you have a account on your exchange server and need authentification to send mails and your mailserver is reachable via mail.example.com (which is not likely ;)).

Then the error had change to be as below instead

Traceback: ERROR: OTRS-CGI-10 Perl: 5.8.6 OS: linux Time: Wed Aug 3 16:18:20 2005

Message: SMTP authentication failed! Enable debug for more info!

Traceback (6288): Module: Kernel::System::Email::SMTP::Send (v1.7) Line: 72 Module: Kernel::System::Email::Send (v1.6.2.1) Line: 210 Module: Kernel::System::Ticket::ArticleSend (v1.19.2.1) Line: 1491 Module: Kernel::Modules::AgentCompose::SendEmail (v1.70) Line: 522 Module: Kernel::Modules::AgentCompose::Run (v1.70) Line: 90 Module: ModPerl::ROOT::ModPerl::Registry::opt_otrs_bin_cgi_2dbin_index_2epl::handler (v) Line: 638 Module: (eval) (v1.73) Line: 202 Module: ModPerl::RegistryCooker::run (v1.73) Line: 202 Module: ModPerl::RegistryCooker::default_handler (v1.73) Line: 168 Module: ModPerl::Registry::handler (v1.99) Line: 30

OK, no authentification is needed. Change the settings above to $Self->{'SendmailModule'} = 'Kernel::System::Email::SMTP'; $Self->{'SendmailModule::Host'} = 'the.real.name.of.your.mailserver'; $Self->{'SendmailModule::Port'} = '25'; $Self->{'SendmailModule::AuthUser'} = 'techsupport'; $Self->{'SendmailModule::AuthPassword'} = 'acaroot'; You could also try to use the ipaddress of your mailserver, if the name does not resolve.

Moreover how to Enable debug?

Open the file $otrshome/Kernel/System/Email.pm and set $Self->{Debug} = $Param{Debug} || 0; to $Self->{Debug} = $Param{Debug} || 1; Save the file, restart the webserver (because of mod_perl) and try to send another mail. Regards, Christian -- ((otrs)) :: OTRS GmbH :: Norsk-Data-Str. 1 :: 61352 Bad Homburg http://www.otrs.de/ :: Manage your communication!