Recommend Email Settings?

adam4231

I've seen a great number of posts regarding the "Email Loop detected" issue, and I've seen @KevinTheJedi & @ntozier tackle them again and again. However, I'm new to the osTicket system (just got my Ubuntu instance running last week, yay!), and I have tried just about every option that's been recommended for this issue. I have no doubt that it's something in my config, but rather than continue to dive every forum post. I'm hoping maybe we could get an update to the documentation that shows how the configuration should be set? (i.e., SMTP to outgoing vs. IMAP to mailbox, etc.)

osTicket Version v1.17.2 (8fbc7ee) — Up to date
Web Server Software Apache/2.4.41 (Ubuntu)

We're using MS Azure and Exchange Online, which I had to use Basic Auth. for my SMTP routing but got it to work. However, I've tried about a dozen different permutations of System Email, Alert Email, Default MTA. The SMTP email (outgoing) is not linked to the incoming email via forwarding or anything as I just created two new mailboxes for this entire purpose.

For one example, it seems like I would need to setup IMAP for only incoming, and a separate SMTP mailbox for outgoing. Should it just be the same account for both and how would that make a difference with seeing the email loop error?

Thanks for all the help!

ntozier

I'm not sure how you got basic auth to work for a Exchange Online since MS shut off Basic Auth earlier this year.

So the settings are kind of subjective and dependent on what you want to do.

If you want to use a single email account to send and receive emails then you can.
If you want to have a separate email account for each department you can.
Each email address needs to be configured in osTicket at Admin panel -> Emails.

Generally many email providers will not let you use an account (accountone@domain.tld) to end emails as another user (anotheruser@domain.tld). So if you want to send email as anotheruser@domain,tld then you either have to use a host that lets you do that or since you use M365 you can set Send As or Send on Behalf as for the other account. Otherwise you would want to setup each email address that you want to send or receive as into osTicket.

Email loops generally happened when osTicket sends an email that results in osTicket sending an email to something like a mailing list that also has one of the emails on it that you collect emails from. So when osTicket collects the emails on that account it generates another email to that address... etc. (Note: osTicket does a pretty good job of detecting and killing endless loops).

If you have any specific questions feel free to post here.