[otrs] OTRS notification sending problem

Discussion:

Brian Lang

2009-08-21 13:28:48 UTC

I have a problem with OTRS Notifications in a 2.4.2 installation (on a
JumpBox server). This was upgraded from 2.3.1 this week.

When OTRS sends out responses to tickets, it works fine.

When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I
observe the log (below) in the /var/log/mail.log file on the OTRS
server. Note this text: from=<>. This is the problem - there is no
FROM address, so the message is denied by my mail server's Backscatter
Protection. How can I fix this? (note: ip addresses, server names and
email addresses in log changed to protect the innocent)

Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<>
Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=<***@myotrs.example.com
Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>,
size=3118, nrcpt=1 (queue active)

, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01

, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209]
said: 550 Backscatter Protection detected an invalid or expired email
address (in reply to RCPT TO command))
Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed

======================================================
Brian Lang - IT Department
Sovereign Management Group Inc. proudly serving
Pacific Group of Companies / Pacific Customs Brokers / Pacific
Overseas Forwarding / The Derby Bar and Grill
***@smgi.ca | Office: 604.538.1566 x2905
======================================================
Please consider the environment before printing this e-mail

Martin Edenhofer

2009-08-23 10:22:27 UTC

Permalink

Hi Brian,

you can fix this by changing SysConfig setting, Admin Interface ->
SysConfig -> Group Framework -> SubGroup -> Core::Sendmail ->
SendmailNotificationEnvelopeFrom

[...]
If set, this address is used as envelope from header in outgoing
notifications. If no address is specified, the envelope from header is
empty.
[...]

Just enter your wanted sender envelope from.

-Martin

Post by Brian Lang
I have a problem with OTRS Notifications in a 2.4.2 installation (on
a JumpBox server). This was upgraded from 2.3.1 this week.
When OTRS sends out responses to tickets, it works fine.
When OTRS sends out a notification (ie. Ticket Moved or New Ticket)
I observe the log (below) in the /var/log/mail.log file on the OTRS
server. Note this text: from=<>. This is the problem - there is no
FROM address, so the message is denied by my mail server's
Backscatter Protection. How can I fix this? (note: ip addresses,
server names and email addresses in log changed to protect the
innocent)
Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<>
Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>,
size=3118, nrcpt=1 (queue active)

, relay=mail.example.com[209.209.209.209]:25, delay=0.14,

delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host
mail.example.com[209.209.209.209] said: 550 Backscatter Protection
detected an invalid or expired email address (in reply to RCPT TO
command))
Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed
======================================================
Brian Lang - IT Department
Sovereign Management Group Inc. proudly serving
Pacific Group of Companies / Pacific Customs Brokers / Pacific
Overseas Forwarding / The Derby Bar and Grill
======================================================
Please consider the environment before printing this e-mail

Brian Lang

2009-08-24 15:49:40 UTC

Permalink

Thank you very much. This was exactly what I needed.

======================================================
Brian Lang - IT Department
Sovereign Management Group Inc. proudly serving
Pacific Group of Companies / Pacific Customs Brokers / Pacific
Overseas Forwarding / The Derby Bar and Grill
***@smgi.ca | Office: 604.538.1566 x2905
======================================================
Please consider the environment before printing this e-mail

Post by Martin Edenhofer
Hi Brian,
you can fix this by changing SysConfig setting, Admin Interface ->
SysConfig -> Group Framework -> SubGroup -> Core::Sendmail ->
SendmailNotificationEnvelopeFrom
[...]
If set, this address is used as envelope from header in outgoing
notifications. If no address is specified, the envelope from header
is empty.
[...]
Just enter your wanted sender envelope from.
-Martin

Post by Brian Lang
I have a problem with OTRS Notifications in a 2.4.2 installation
(on a JumpBox server). This was upgraded from 2.3.1 this week.
When OTRS sends out responses to tickets, it works fine.
When OTRS sends out a notification (ie. Ticket Moved or New
Ticket) I observe the log (below) in the /var/log/mail.log file on
the OTRS server. Note this text: from=<>. This is the problem -
there is no FROM address, so the message is denied by my mail
server's Backscatter Protection. How can I fix this? (note: ip
addresses, server names and email addresses in log changed to
protect the innocent)
Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<>
Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>,
size=3118, nrcpt=1 (queue active)

, relay=mail.example.com[209.209.209.209]:25, delay=0.14,

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rajaa Jlil

2009-08-24 14:11:28 UTC

Permalink

Hi,
may i have some help plz, i can't send email via OTRS and i don't know why, i'm using windows XP.
help me i have to fix that problem this week
best regards

From: ***@smgi.ca
To: ***@otrs.org
Date: Fri, 21 Aug 2009 06:28:48 -0700
Subject: [otrs] OTRS notification sending problem

I have a problem with OTRS Notifications in a 2.4.2 installation (on a JumpBox server). This was upgraded from 2.3.1 this week.
When OTRS sends out responses to tickets, it works fine.
When OTRS sends out a notification (ie. Ticket Moved or New Ticket) I observe the log (below) in the /var/log/mail.log file on the OTRS server. Note this text: from=<>. This is the problem - there is no FROM address, so the message is denied by my mail server's Backscatter Protection. How can I fix this? (note: ip addresses, server names and email addresses in log changed to protect the innocent)
Aug 20 13:19:24 otrs postfix/pickup[25189]: 21602CC72: uid=33 from=<>Aug 20 13:19:24 otrs postfix/cleanup[25252]: 21602CC72: message-id=<***@myotrs.example.com>Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: from=<>, size=3118, nrcpt=1 (queue active)Aug 20 13:19:24 otrs postfix/smtp[25254]: 21602CC72: to=<***@example.com>, relay=mail.example.com[209.209.209.209]:25, delay=0.14, delays=0.06/0/0.07/0.01, dsn=5.0.0, status=bounced (host mail.example.com[209.209.209.209] said: 550 Backscatter Protection detected an invalid or expired email address (in reply to RCPT TO command))Aug 20 13:19:24 otrs postfix/qmgr[4322]: 21602CC72: removed
======================================================Brian Lang - IT DepartmentSovereign Management Group Inc. proudly servingPacific Group of Companies / Pacific Customs Brokers / Pacific Overseas Forwarding / The Derby Bar and ***@smgi.ca | Office: 604.538.1566 x2905======================================================Please consider the environment before printing this e-mail

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