I support a client that is using osTicket, and have never worked with it before. We recently switched them over to Exchange Online from using the built-in mail server with their hosting provider. Because they were on a fairly old version of osTicket, I had to update them to v17. That seemed to go fine, and I downloaded the latest version of the OAuth plugin, configured an App, and successfully generated a login token. I confirmed that they were fetching emails properly through Imap in the Remote Mailbox setting. The trouble is coming from the Outgoing (SMTP) mail.

It seems that no matter what I do, when I try to save the SMTP settings, it comes up with a fairly uninformative message of "Unable to Connect via TLS". I can switch SMTP to disabled and set everything as it should be, but as soon as I try to switch it to Enabled and save it, the error pops up again.

I'm not a web guy - I don't know anything about PHP, javascript, any of these things, so I'm coming up against a wall. I can confirm that SMTP Auth is enabled in their M365 tenant at both the organization level and the individual mailbox level. I have gone through quite a few posts here in the forum, and nothing has really gotten me anywhere. I have not been able to find any log that has any more detail of exactly what is happening when trying to connect via TLS - it's not clear if the issue is that it is hitting M365 and getting rejected, or if it is timing out, or anything like that.

If anybody can help here, I'd really appreciate it. Also, not sure if it matters, but while I have access to the cpanel, we don't have working credentials for the WHM portal.

Thanks in advance!

    KevinTheJedi

    Thanks for the reply - is there a way to check or change this from the CPanel interface? The current hosting provider is unresponsive, and I don't think we are going to have much luck asking them to look into or do anything. (long story)

        Camembaron

        It would depend on your host. I’d review their host documentation. If they have CPanel it’s sometimes shown through there albeit I’m not sure what it’s called.

        Cheers.

            KevinTheJedi

            Hmmm, ok. I think I'm at a standstill on that, but did manage to reconfigure the SMTP portion to send out through their old mail accounts that still exist on the hosting server, so I've got a workaround in place. Then when they migrate everything off to a new host, we will be able to point the SMTP over to O365 as well.

            Thanks for your assistance on this, even if just to confirm I'm not crazy!

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