[otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

[Zemánek Jiří]

Hello there,

 

            I´m complete newbie, I´m testing OTRS and I have this problem:

 

In the OTRS log (Admin tab) this error is repeated again and again:

 

Can't create PID PostMasterMailbox, because it's already running (otrs/22327)!

 

After some googling, I found post in which someone says to delete some row from DB

(delete from process_id where process_name = 'PostMasterMailbox';) and then to try

 

/opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1

 

So I issued command

 

[root@otrs ~]# sudo -u otrs /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1

 

But it displays error in the subject.

How do I find which sender it is trying to send e-mail as?

 

JZ

 

---

Upozornění společnosti OKsystem s.r.o. s ohledem na zavedené standardy ISO 9001, ISO 27001 a ISO 14001:
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Opravdu potřebujete vytisknout tento email? Myslete na přírodu.

Disclaimer of OKsystem s.r.o. with respect to implemented standards ISO 9001, ISO 27001 and ISO 14001:
This message and all attached files are confidential and legally privileged. If you are not the intended recipient, please notify the sender and delete the message including all attachments.
Please consider the environment before printing this email.

[Gerald Young]

your subject of this post indicates a problem with sending email. 

your body of this post indicates a problem with fetching email.

What do you want fixed?

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[Gerald Young]

Or, you're getting the subject's message because OTRS is attempting to send autoreplies for new ticket creation from an email address that, and I quote: 

does not have permissions to send as this sender

What email address? The system email address attached to the queue in which the ticket is created. (For AutoReplies)

or Notification email address sent to agents ("You have a new ticket in your queue").

First determine what the "From" address is that is causing this issue, and then determine whether you want to fix this client-side or server-side.

[Zemánek Jiří]

Hello,

 

            thanks for reply.

 

„What email address?“

„First determine what the "From" address is that is causing this issue“

 

That´s what I´d like to know :-)

 

My system email addresses are:

 

otrs@localhost (default)

outso...@oksystem.impl

 

I created „NOTIFICATION“ queue into which are incoming emails moved by PostMaster Filter.

This queue has outso...@oksystem.impl set as sender address.

 

(This email adress was used during initial configuration as OTRS´s mailbox and was successfully verified by the installation script.)

 

And then I created Notification (events) linked with this „NOTIFICATION“ queue (but there is no definition for sender address).

 

JZ

[Gerald Young]

pretty much can guarantee your email service provider won't allow you to send as otrs@localhost. 

Still, your otrs logs will tell you what the from email address will be. 

[Zemánek Jiří]

OK, I changed both sender e-mail addresses for the system to outso...@oksystem.impl

but it´s still not working.

 

System log (Admin tab in web GUI) does not say anything about e-mail address and

/opt/otrs/var/log contains only TicketCount.log

 

Regards

[Gerald Young]

>"it's still not working" 

"it should work"

>"it doesn't"

"try something different"

>"I did"

"well, then it's working how it should"

>"but it's not how I wanted"

"provide better information on what doesn't work (error messages, log files, path to replicate) and we might be able to help"

If you're encountering exactly the same error messages as before, you didn't change anything relevant to what is the problem. For instance, changing outbound email won't fix fetch. It will only change, potentially, the notification "client does not have permissions to send as this sender" ... If you're still having that error, it's a server side issue (for instance, you are using SMTP auth and aren't allowed to spoof/relay).

If you are encountering new errors, then they would be instrumental in further addressing the issue.

:) ask better questions, get better answers.

[Zemánek Jiří]

Fetch is working fine.

Problem is sending (the notification I guess).

 

„provide better information on what doesn't work“

 

I´d like to, but the error message I posted is all I can find. If there are any other log files

besides /opt/otrs/var/log, I don´t know where.

 

„If you're encountering exactly the same error messages as before, you didn't change anything relevant to what is the problem“

 

Yes, but what should I try then?

 

„for instance, you are using SMTP auth and aren't allowed to spoof/relay“

 

As I wrote, the installation script http://localhost/otrs/installer.pl found e-mail address outso...@oksystem.impl as suitable for both send/receive.

 

 

Anyway, I appreciate your try to help. Thank you. It just seems that OTRS is no go for us.

[Gerald Young]

What's the system email address attached to the queue?

[Susan Dittmar]

Zemánek Jiří schrieb:

> OK, I changed both sender e-mail addresses for the system to

> outso...@oksystem.impl <mailto:outso...@oksystem.impl>

>
> but it´s still not working.

Well, I cannot find host oksystem.impl, so maybe that's the problem? Is it a
valid mail address? Can you send to that mail address, and receive mails there,
when using your usual mail client?

Susan

[Zemánek Jiří]

Hello,

yes, I have already some tickets created from e-mails sent to this address (it is internal only domain)

Regards
JZ

-----Original Message-----
From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Susan Dittmar
Sent: Thursday, February 21, 2013 4:43 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

________________________________

Upozornění společnosti OKsystem s.r.o. s ohledem na zavedené standardy ISO 9001, ISO 27001 a ISO 14001:
Tato zpráva a všechny připojené soubory jsou dle obchodního zákoníku důvěrné. Jestliže nejste zamýšleným adresátem, uvědomte prosím odesilatele a smažte zprávu i přiložené soubory.
Opravdu potřebujete vytisknout tento email? Myslete na přírodu.

Disclaimer of OKsystem s.r.o. with respect to implemented standards ISO 9001, ISO 27001 and ISO 14001:
This message and all attached files are confidential and legally privileged. If you are not the intended recipient, please notify the sender and delete the message including all attachments.
Please consider the environment before printing this email.

[Zemánek Jiří]

System address of the NOTIFICATION queue is outso...@oksystem.impl

[Gerald Young]

You have a queue named notification and this is the default queue for new tickets coming in via email?

[Zemánek Jiří]

Yes, I have a queue named NOTIFICATION but the default queue for incoming e-mails is Raw.

 

S pozdravem

Jiří Zemánek

[David Boyes]

That error is coming from the remote SMTP server. There should be a message logged on their side as to what address you are actually sending in the SMTP envelope and the address it’s coming from. Contact your SMTP provider and ask them for that data and what IP ranges from which you are authorized to send. Are you using SPF records in your DNS? If so, then default config of modern versions of sendmail enforces SPF declared mail servers. I doubt that your new OTRS server is declared as a legitimate source of email if you’re in early testing.

[Gerald Young]

what is the system email address for Raw?

On Thu, Feb 21, 2013 at 11:35 AM, David Boyes <dbo...@sinenomine.net> wrote:

That error is coming from the remote SMTP server. There should be a message logged on their side as to what address you are actually sending in the SMTP envelope and the address it’s coming from. Contact your SMTP provider and ask them for that data and what IP ranges from which you are authorized to send. Are you using SPF records in your DNS? If so, then default config of modern versions of sendmail enforces SPF declared mail servers. I doubt that your new OTRS server is declared as a legitimate source of email if you’re in early testing.

[Zemánek Jiří]

The same. outsourcing@....

 

Regards

JZ

 

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of Gerald Young
Sent: Thursday, February 21, 2013 5:53 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

 

what is the system email address for Raw?

[Zemánek Jiří]

Hello,

 

            unfortunatelly, there is no error. The the last entry in SMTP log (of Exchange server) is successfull authentication and that´s all.

Besides, the install script http://localhost/otrs/installer.pl found IMAPS and SMTPS is working fine….

 

Regards

JZ

 

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of David Boyes
Sent: Thursday, February 21, 2013 5:36 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

 

That error is coming from the remote SMTP server. There should be a message logged on their side as to what address you are actually sending in the SMTP envelope and the address it’s coming from. Contact your SMTP provider and ask them for that data and what IP ranges from which you are authorized to send. Are you using SPF records in your DNS? If so, then default config of modern versions of sendmail enforces SPF declared mail servers. I doubt that your new OTRS server is declared as a legitimate source of email if you’re in early testing.

[Gerald Young]

what account is being used for authentication to your SMTP server? Does this account have permissions to send as outsourcing@...?

[Zemánek Jiří]

Account used for authentication to SMTP server is this outsourcing@..... So it has the permission.

 

Regards

JZ

[Gerald Young]

Is the autoreply arriving at the destination? If so, that's not the problem. It's the notification sent to the agent, which is addressed in OTRS Sysconfig. If the agent is receiving notifications, check the OTRS Log from the admin menu and provide context for the error.

[Zemánek Jiří]

I have not configured autoreply, only the notification (in Notifications (Event) in the Admin menu) which the agent is not receiving.

(As far as I can remember, everything is at defaults from installer.pl script. I have just created Queues, one agent (me), System addresses and PostMaster Filter.) OTRS 3.1.12.

 

Here are the last few entries from OTRS Log (admin menu):

 

Fri Feb 22 13:50:02 2013           notice   OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Tickets_to_NOTIFICATION_queue' from db.

Fri Feb 22 13:50:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31904)!

Fri Feb 22 13:45:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31904)!

Fri Feb 22 13:40:02 2013           notice   OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Tickets_to_NOTIFICATION_queue' from db.

Fri Feb 22 13:40:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31904)!

Fri Feb 22 13:35:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31904)!

Fri Feb 22 13:30:02 2013           notice   OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Tickets_to_NOTIFICATION_queue' from db.

Fri Feb 22 13:30:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31904)!

Fri Feb 22 13:25:01 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31904)!

Fri Feb 22 13:20:17 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     New Ticket [2013022210000144/TEST 3 - komple] created (TicketID=36,Queue=NOTIFICATION,Priority=3 normal,State=new)

Fri Feb 22 13:20:17 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Filter: 'zemanek' Stopped filter processing because of used 'StopAfterMatch' (Message-ID: <11B5DF5A92B652418B8B6...@implmail.oksystem.impl>)

Fri Feb 22 13:20:17 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Filter: 'zemanek' Set param 'X-OTRS-Queue' to 'NOTIFICATION' (Message-ID: <11B5DF5A92B652418B8B6...@implmail.oksystem.impl>)

Fri Feb 22 13:20:02 2013           notice   OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Tickets_to_NOTIFICATION_queue' from db.

Fri Feb 22 13:20:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Removed PID (PostMasterMailbox/otrs/31592, because 1 hour old!

Fri Feb 22 13:15:01 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31592)!

Fri Feb 22 13:10:02 2013           notice   OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Tickets_to_NOTIFICATION_queue' from db.

Fri Feb 22 13:10:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31592)!

Fri Feb 22 13:05:01 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31592)!

Fri Feb 22 13:00:02 2013           notice   OTRS-otrs.GenericAgent.pl-10 Run GenericAgent Job 'Tickets_to_NOTIFICATION_queue' from db.

Fri Feb 22 13:00:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31592)!

Fri Feb 22 12:55:02 2013           notice   OTRS-otrs.PostMasterMailbox.pl-10     Can't create PID PostMasterMailbox, because it's already running (otrs/31592)!

[Zemánek Jiří]

Oh, and I created one job moving the rest (passed through PostMaster Filter) from Raw to NOTIFICATION queue

 

JZ

[Gerald Young]

seems as if postmaster is having trouble downloading all the emails ... you should try to run it from the command line and see what's up.

[Zemánek Jiří]

[root@otrs ~]# sudo -u otrs /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1

NOTICE: PostMasterMailbox.pl is already running but is starting again!

IMAPS: Message 1/2 (okimpl\outsourcing/implmail.oksystem.impl)

Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

at /opt/otrs/Kernel/System/Email/SMTPTLS.pm line 172

        (in cleanup) Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

at /opt/otrs/Kernel/System/Email/SMTPTLS.pm line 172

[Gerald Young]

The code says this is logged:

    $SMTP->data;

    eval { $SMTP->datasend( ${ $Param{Header} }, "\n", ${ $Param{Body} } ) };

    if ($@) {

        $Self->{LogObject}->Log(

            Priority => 'error',

            Message  => "Can't send message: $@!"

        );

        $SMTP->quit;

        return;

    }

    $SMTP->dataend;

Which means that OTRS Logs (From the Admin Menu) should give you more information.

[Zemánek Jiří]

They maybe should but they obviously don´t. Maybe I have to set some verbosity for the logs, but where?

 

S pozdravem

Jiří Zemánek

[Gerald Young]

there's nothing that indicates a ticket was created in your logs?

There's no ticket history for that ticket (ticket zoom) that indicates any sent message got sent?

[David Boyes]

 

            unfortunatelly, there is no error. The the last entry in SMTP log (of Exchange server) is successfull authentication and that´s all.

Besides, the install script http://localhost/otrs/installer.pl found IMAPS and SMTPS is working fine….

 

Then the problem is in the list of hosts that that SMTP server(s) are allowed to relay. You may be allowed to authenticate, but that doesn’t mean that the SMTP server will relay your mail.

[Zemánek Jiří]

After issuing command:

 

[root@otrs ~]# sudo -u otrs /opt/otrs/bin/otrs.PostMasterMailbox.pl -f 1

IMAPS: Message 1/2 (okimpl\outsourcing/implmail.oksystem.impl)

Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

at /opt/otrs/Kernel/System/Email/SMTPTLS.pm line 172

        (in cleanup) Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

at /opt/otrs/Kernel/System/Email/SMTPTLS.pm line 172

 

this appears in the OTRS log:

 

Mon Feb 25 10:22:01 2013        notice  OTRS-otrs.PostMasterMailbox.pl-10       New Ticket [2013022510000013/TEST 3 - komple] created (TicketID=97,Queue=NOTIFICATION,Priority=3 normal,State=new)

Mon Feb 25 10:22:01 2013        notice  OTRS-otrs.PostMasterMailbox.pl-10       Filter: 'zemanek' Stopped filter processing because of used 'StopAfterMatch' (Message-ID: <11B5DF5A92B652418B8B6...@implmail.oksystem.impl>)

Mon Feb 25 10:22:01 2013        notice  OTRS-otrs.PostMasterMailbox.pl-10       Filter: 'zemanek' Set param 'X-OTRS-Queue' to 'NOTIFICATION' (Message-ID: <11B5DF5A92B652418B8B6...@implmail.oksystem.impl>)

Mon Feb 25 10:22:00 2013        notice  OTRS-otrs.PostMasterMailbox.pl-10       Removed PID (PostMasterMailbox/otrs/19209, because 1 hour old!

 

In the ticket history is only NewTicket, CustomerUpdate, EmailCustomer (e-mail added). Nothing about sending…..

[Zemánek Jiří]

Thank you, finally solved. The problem was that I had SMTPTLS configured and while the installer.pl script did not find anything wrong, something WAS wrong.

After changing to SMTP without authentication, all works :-)

The error message was misleading….

 

Regards

JZ

 

From: otrs-b...@otrs.org [mailto:otrs-b...@otrs.org] On Behalf Of David Boyes
Sent: Friday, February 22, 2013 4:57 PM
To: User questions and discussions about OTRS.
Subject: Re: [otrs] Couldn't send mail: 550 5.7.1 Client does not have permissions to send as this sender

 

 

            unfortunatelly, there is no error. The the last entry in SMTP log (of Exchange server) is successfull authentication and that´s all.

Besides, the install script http://localhost/otrs/installer.pl found IMAPS and SMTPS is working fine….

 

Then the problem is in the list of hosts that that SMTP server(s) are allowed to relay. You may be allowed to authenticate, but that doesn’t mean that the SMTP server will relay your mail.