Inherited OsTicket. Need urgent help!

JayMagBR

Hello guys! How are you?
So i am new to OsTicket, and i just got into an organization where they use OsTicket and they're very happy with it.

However, i have zero to none experience with OsTicket, all the installation and configuration was made by someone that unfortunately it's not avaiable at the moment so i need all the help i can get here.

First of all this are my current versions:
OsTicket: v1.15.2 (cb6766e)
Apache/2.4.41 (Ubuntu)
MySql: 8.0.31
PHP: 7.4.3

Whats the main problem i am facing at the moment?
I cant send emails through osTicket altough i think the SMTP settings are ok.

I am using an office365 account, i can receive all the emails however i cant send.
Also, i have basic authentication enabled, i saw that it was enabled a few weeks ago.

i am using smtp.office365.com with port 587, using the same credentials as the incoming email, however it doesnt work.... any ideas?

Also, is it very complicated do migrate to version 1.17? should i risk to do it?
i don't even know how to make a backup of osticket 🙁

please i need all the help i can get.
thanks in advance!!

KevinTheJedi

JayMagBR

MS disabled Basic Authentication (username + password) on October 1, 2022. You or the company should've received many notifications of this over the span of the last year or so. They were even supposed to cut this off in 2021 but there was massive lash-back from the community. So they finally permanently disabled it on October 1, 2022.

With this being said, you will need to upgrade to v1.17 which includes Modern Authenticaion (OAuth2) support. We have documentation on upgrades as well as setting up Modern Authentication.

Please note that with v1.17 you will need to upgrade your PHP from 7.4 to 8.0 or 8.1 before upgrading. Make sure you backup up the code files and database so you can easily revert back if anything goes wrong.

Cheers.

JayMagBR

Hi Kevin, thank you for your reply.
Altough i do appreciate everything you said about upgrading to v1.17 i guess i need a few days to understand a little about osticket, before i go on that road.

however, my current and urgent problem is sending e-mails with smtp under O365.
I know Basic Authentication was disabled on 1 of October, however i still have mine working since we asked Microsoft not to disable it. So they gave us one last deadline (31 December of 2022) for Basic authentication to being disabled.

Since our basic authentication is still enabled, do you have any idea why i can't send emails under osticket by smtp?
thanks

KevinTheJedi

JayMagBR

Maybe they lied. Maybe they are blocking the connection. Maybe your webserver does not have the port open. Maybe you have other issues such as DNS issues, etc. You'd have to attempt a connection and check your mailserver logs. Or you can reach out to your mail provider to have them check their logs to see if a connection attempt was made and why it failed.

Without any detailed error messages we are blind to what the issue could be. Your mail provider (if they are good) should be able to provide you with logs and reasons why the connection is failing.

Cheers.

ramrajone

JayMagBR
To enable basic protocol:
Login to your MS365 admin portal: https://admin.microsoft.com/

Click on ? mark top right corner, then search for basic auth, and click on Run Tests

Then select the Protocol you want to enable:

Note: after you enable it may take a little time to take effect.

JayMagBR

Kevin, i really appreciate your effort and your answers.
I'm at the moment retrieving logs to see what's going on wrong in which side.

In the meanwhile, by any change in version 1.15.2 do you know where can i configure an alias for a header spoofing?
i'll explain, i tried to configure the SMTP with an external server, and it worked.
however i dont want users to reply to that e-mail on the external server, so there's an option on osticket to "allow for this email" headerspoofing ... so i can enter an alias.
however i don't know where can i setup this alias?
thanks mate,

i appreciate your effort.

KevinTheJedi

JayMagBR

You can just enable the spoofing setting for the email, disable SMTP for the email, and then it will attempt to send from your system default email/default alert email and if that doesn’t have SMTP it will use the Default MTA email. So this means it will send on behalf of the spoofed email from the above emails. If Default MTA is set to use PHP mail then it will use Sendmail on the local server to send on behalf of the email. You can then configure Sendmail to use whatever email you want to send from on behalf of the spoofed email. I believe you can also configure Sendmail to spoof.

Cheers.

Daedalus01

JayMagBR Hi,

I just noticed and I could be wrong but I don't think 1.15 supports PHP version 8. I believe support for version 8 of PHP began with 1.16 of osTicket. Kevin can confirm this, but that might be the reason its not working.