No notification when tickets are assigned

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Amin Zayani

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Jul 1, 2013, 1:47:41 PM7/1/13
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Hello,

we use the Support module on a daily basis, but we're experiencing a problem since the very beginning, which is: when I assign a ticket to another user and tick the "Notify by email" box, it doesn't work. If I don't tick the box, the ticket is properly assigned without any problem.  In the error console this happens:

Traceback (innermost last):
  File "../lib/webnotes/handler.py", line 154, in handle
    execute_cmd(cmd)
  File "../lib/webnotes/handler.py", line 189, in execute_cmd
    ret = call(method, webnotes.form_dict)
  File "../lib/webnotes/handler.py", line 206, in call
    return fn(**newargs)
  File "../lib/webnotes/widgets/form/assign_to.py", line 69, in add
    notify_assignment(d.assigned_by, d.owner, d.reference_type, d.reference_name, action='ASSIGN', description=args.get("description"), notify=args.get('notify'))
  File "../lib/webnotes/widgets/form/assign_to.py", line 157, in notify_assignment
    messages.post(json.dumps(arg))
  File "../lib/core/page/messages/messages.py", line 87, in post
    notify(arg)
  File "../lib/core/page/messages/messages.py", line 116, in notify
    sendmail(recipient, sender, message, arg.get("subject") or "You have a message from %s" % (fn,))
  File "../lib/webnotes/utils/email_lib/__init__.py", line 37, in sendmail
    get_email(recipients, sender, msg, subject).send()
  File "../lib/webnotes/utils/email_lib/smtp.py", line 237, in send
    self.as_string())
  File "/usr/lib/python2.7/smtplib.py", line 737, in sendmail
    raise SMTPDataError(code, resp)
 SMTPDataError: (550, '5.7.1 Client does not have permissions to send as this sender')

Any help is much appreciated.

Best,

Amin von Fritzing

Anand Doshi

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Jul 1, 2013, 10:59:13 PM7/1/13
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Hi Amin,

Are you using Amazon's Simple Email Service for SMTP?

From what we have encountered so far, Amazon's SES requires that each sender be whitelisted. When you assign something to the user, the email is sent with sender as the email address of the one assigning. So the assigner needs to have his/her email/email's domain whitelisted in Amazon SES.

-Anand.

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André Knörig

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Jul 3, 2013, 12:42:59 PM7/3/13
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Hi Anand,

I'm Amin's colleague and set up the system. We are not using Amazon SES, but Microsoft Office365 (which is basically Exchange).
As far as I can tell, Office365 only allows SMTP with authentication through username and password. But in ERPnext, we can only supply these for the main support ticket account, not for the individual users.
I'm not sure I understand how the whitelisting would work. Is ERPnext using the user's mail address and for the rest of the settings (including password) the support account's settings? Then I don't think there is a way to allow that in Office365.

However, it would be totally fine for us if the sender is always the support account. Inside of the notification mail, there could be a line that says "Amin has assigned the following ticket to you:...".
Is there a way to achieve that?

Thanks a lot,
André

Rushabh Mehta

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Jul 3, 2013, 1:02:22 PM7/3/13
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Andre,

ERPNext uses only one SMTP connection for all outgoing. See Setup > Email Settings. In the email text, it sets the current user in the "From:" header.

From what I see, Microsoft does not like this - Maybe we can have another property in Email Settings like "Always use common sender id" (checkbox) and if it is checked, then it will use the auto_email_id in Email Settings rather than the user's id. That would temporarily solve the problem.

You can add a condition here to set the "sender" property:


You can also check if Microsoft allows you to mask the "From:" setting.


T: @rushabh_mehta

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Rushabh Mehta

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Jul 3, 2013, 1:07:24 PM7/3/13
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André Knörig

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Jul 3, 2013, 1:30:45 PM7/3/13
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Hi rushabh,

I don't think there's a chance to convince Microsoft to do anything. ;)

It would be great if you could add an option in the mail settings as you describe. That would solve our problem, and probably save many other users a headache, too.

Thanks!
André
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Rushabh Mehta

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Jul 4, 2013, 12:38:52 AM7/4/13
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Andre,

This is not hard. Can you post a github issue for this?

best,
Rushabh




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André Knörig

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Jul 4, 2013, 4:07:16 AM7/4/13
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Thanks, and done: https://github.com/webnotes/wnframework/issues/204
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Rushabh Mehta

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Jul 4, 2013, 9:15:06 AM7/4/13
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sure, you want to raise a github issue for this?
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