Unable to setup an SMTP email (error 535)

jeffduke

Hello,

Osticket v 1.15.4

I'm unable to configure any SMTP email accounts in a fresh installation of OSTICKET.
Web Server Software Apache
MySQL Version 8.0.27
PHP Version 7.4.27

Server is hosted in our company's infrastructure.

I tried to set up an email account using an OFFICE365 account. I put in the account's User/password. I keep IMAP/POP disabled. I enabled smtp with smtp.office365.com port number is 587. When I click save, I keep getting error 535 incorrect authentification data. If I uncheck the "require authentification" check box, the settings are saved but the diagnostic test email is never received.
In the error logs, I get this : Mailer Error

Unable to email via SMTP:smtp.office365.com:587 [requetes@xxxxxxxx.ca] Failed to add recipient: jfxxxx@xxxxx.ca [SMTP: Invalid response code received from server (code: 550, response: SMTP AUTH is required for message submission on port 587)]

I tried setting up a gmail account to see if it would work. I followed your video to make sure every step was correct. I get the exact same issue.

We made sure that port 587 (and 25, because we also tried with port 25 in case) is open in our firewall. Our it dept. made a small smtp php script which they executed with the same settings on the same server where our OSTICKET is installed and the script is able to send a test email (which I received).

P.S. I also tried adding tls:// in front of smtp.office365.com as per an old thread's recommendation. Same problem.

ramrajone

jeffduke

A "550 Authentication is required for relay" error indicates that your email server requires SMTP authentication in order to send outgoing mail, but the email client used to send email has not been authenticated with your username and password.

ntozier

webhost? self hosted?

jeffduke

Yes, self-hosted.

Daedalus01

I have seen a lot of people reporting this error lately. I could be wrong, but I have seen other people on the rest of the net stating that when they get this error that its because they are missing the SMTPSecure Param "tls". If so, I think it should be added to the smtp.php file in \upload\include\pear\Mail folder lines 191-210 in the function_contruct($params) section. Then again, I could be wrong and could be chasing an untamed ornithoid without cause.

jeffduke

I'm more than willing to try, but I only found the TLS modifications related to \upload\include\pear\Net\smtp.php (which did remove another TLS error). Do you have the info as to what needs to be modified exactly in the php code you mention? I cannot seem to find anything about it.

jeffduke

Which brings me back to the beginning of my issue :-/ All my SMTP settings are correct but nothing connects, either GMAIL or O365.

jeffduke

This is what our IT guy got from our contacts at Microsoft support :

The problem seems to be that Osticket uses a php class that is not compatible with Office365. Either to use a different SMTP server (I tried with gmail and that didn't work either)
Modify the Osticket php code to use the phpmailer class.

Any idea how to do that second option? Thanks!

ntozier

MS's response is garbage.
I use osTicket with Office 365 / Microsoft 365 and have for years.

KevinTheJedi

@jeffduke

Yea that reply from MS is incorrect. We have thousands of customers using all different types of mail providers and SMTP servers (cloud and self-hosted). I have O365 and Google configured and working as we speak.

Maybe the person from MS meant your O365 account is forced to use the new OAuth method and we only support basic authentication at the moment? If that’s the case then we are releasing OAuth2.0 support soon. If 2FA is the issue then all you have to do is create an app password and use that in place of the password in osTicket.

In any regard, MS should’ve provided you with a more educated, detailed reply rather than just “the software isn’t compatible”.

Cheers.

codhiambo

KevinTheJedi
I have the same error when configuring SMTP settings on osTicket system. So what exactly can be the issues with the mail server not accepting any authentication from the osTicket system? My issue is just like the one for https://forum.osticket.com/u/jeffduke.

KevinTheJedi

@codhiambo

I have no clue which is why I suggested contacting your mail provider as they will have access to your mail server logs and should be able to tell you what the issue is. Unfortunately for @jeffduke MS provided a garbage response that is not helpful in the slightest. Maybe you’ll have better luck when contacting them?

Cheers.

codhiambo

KevinTheJedi. Thank you, I will contact google since they are the provider. Though my next thought was to re-install and reconfigure a fresh.

A question here, is there a way that I can change or modify some fields like Help Topic which is in my case is unchangeable? This is because I have more than three Institutions to support using one helpdesk setup and each institution has its own ticket or topic issue. . So I have categorized them with project topic such that when you click on one project topic, additional fields to be filled show up. Another issue that comes with this kind of setup is that we revealing out other projects to other institutions. Is there a way this can be customized such that, I can set up an Institution in the system to display Its own issues to the user without selecting a project topic? Thanks.

ntozier

Help Topics are managed at:
Admin panel -> Manage -> Help Topics

codhiambo

ntozier. Yes, it is managed at the Admin part, but now in a case where I support three organizations A, B, and C and each organization has different issues based on the project they are handling. Now in a case where I am using one osticket system installed and I don't want Organization A to be able to see ticket issues or projects for Organization B and C. So is there a way I can do that within the osTicket? Thanks.

ntozier

This is not a feature in osTicket at this time.

jeffduke

The thing is I tried with gmail too and get the same issue. I followed step by step OSTicket's video as to how to configure an SMTP email with gmail. There's got to be something wrong somewhere.

Daedalus01

I was just able to add my gmail account to TroubleTickets with no issues. Since Gmail changed their settings a year or so ago, you have to turn on 2FA and generate an "app Password". The app password bypasses the new security features of Gmail. I generated a new app password for testing , added my account ,and was able to send email.