Email set up?

zdawg

I have v 1.9.4 set up and running, and I can create a ticket as a test user which sends back an email to my gmail account telling me the ticket has been received, etc.However, nothing is ever sent to the Support department that I have set up on our side. I'm using a distro list within Office365 as the email address. I'm assuming somewhere in Osticket I need to provide it some kind of info for this to work, just not sure what it needs and where to enter the info?Any help would be greatly appreciated

Chefkeks

Not sure if osTicket in combination with Office 365 is a problem, but can you make sure your mail setup is correct and maybe post more info about it / how you set it up / configured it, so we can better help you:http://forum.osticket.com/d/discussion//please-read-before-requesting-assistance#latestAdditionally some wiki articles you should check out regarding osTicket email setup:http://osticket.com/wiki/Email_settingshttp://osticket.com/wiki/POP3/IMAP_Setting_Guidehttp://osticket.com/wiki/Email_Piping

zdawg

Ok, so my basic setup is quite simple, I have the Default MTA set to None: Use PHP mail function.

It uses an email address I have set up in Office 365 as the default system email. Emails/alerts can be sent/received to various gmail and Hotmail accounts I have set up.

However nothing ever comes through to my Office 365 accounts. Using the message tracking tool in Exchange 365 shows no trace of any messages being sent to the accounts I have specified in OsTicket. There must be something that is blocking these messages.

Is there somewhere on my OsTicket server where PHP would store some kind of logs that might explain where these messages are disappearing to? I can also try another method of delivery but I'm not sure why this would work for something like gmail and not Office 365?

JRogers

Is there somewhere on my OsTicket server where PHP would store some kind of logs that might explain where these messages are disappearing to?

Maybe. But until you tell us about your server, nobody knows where to look.Jack

ntozier

Please help us to help you by reading and following the posting

guidelines located in this thread: Please read before requesting assistance. The more information you give us the better we will be able to assist you. Thank you.

zdawg

Sorry about that.About this osTicket InstallationServer InformationosTicket Versionv1.9.4 (c18eac4)Web Server SoftwareApache/2.2.15 (CentOS)MySQL Version5.1.73PHP Version5.3.3PHP Extensionsgdlib Used for image manipulation and PDF printing imap Used for email fetching xml XML API xml-dom Used for HTML email processing json Improves performance creating and processing JSON mbstring Highly recommended for non western european language content phar Highly recommended for plugins and language packs PHP Settingscgi.fix_pathinfo "1" is recommended if AJAX is not working date.timezone Setting default timezone is highly recommended Database Information and UsageSchemasupport (localhost) Schema Signatureb26f29a6bb5dbb3510b057632182d138 Space Used0.30 MiBSpace for Attachments0.01 MiB

ntozier

I would consult your php.ini and see where your error log resides for PHP. (The php.ini is often in /etc/php.ini)If the error_log directive is commented out you will want to remove the comment mark, provide a path, and then restart Apache. Which will cause PHP errors to be logged to the /path/to/filename.log you provide PHP. Then you can attempt to see if there is an error being displayed. You can try enabling error display in osTicket also.Directions on how to enable error displaying:http://tmib.net/osticket-v19x-frequently-asked-questions-faq#2The problem that you are experiencing may be that you are using a distribution list. Have you tried using a simple email address?

zdawg

Yeah, I've tried sending mail to my own personal Office 365 account and get the same problem. I went through MS documentation on setting up SMTP relay with Office 365 (http://technet.microsoft.com/en-us/library/dn554323(v=exchg.150).aspx), and when I try to send a diagnostic email I can receive it in my gmail account, but again my Office 365 account gets nothing.One interesting thing to note is that it logs mailer errrors in OsTicket for BOTH addresses, however as I mentioned the mail is actually delivered in gmail. Here is the mailer error:Unable to email via SMTP: Failed to add recipient: personalemailaddress@whatever.com [SMTP: Invalid response code received from server (code: 550, response: 5.7.1 Service unavailable; Client host

JRogers

That last paragraph looks like your answer. Microsoft is blocking you. Have you done what it says to do after "To request removal"?Jack

zdawg

Yep, just waiting now, hopefully they resolve it soon. Thanks!

JRogers

Let us know how it works out, please.Jack

PartieHonteuse

Hi Zdawg,I was doing a search for another issue on the forums and came across this post. Although it's probably wise to wait and see what Microsoft is going to respond with I had some observations and other questions that may help you along with this as we are also using Office365 (E3 plan) with osTicket 1.9.4 and have no issue at all.First, I'd like to start off with some questions regarding your osTicket setup. You mention that in the settings of osTicket you have the default MTA set to PHP. This only applies if your mail settings do not include an SMTP address. Why wouldn't you use the SMTP information for your office365 user account that you're using in osTicket to send email? Instead of having to rely on SMTP Relays and all that other nonsense. Not only that but your ticket replies would come from the email address associated with that department and not another email address (whatever is setup in PHP settings).The FBLW15 error message is due to the fact that your IP address is on a SPAM list. Office 365 uses Exchange Online Protection (formerly Forefront Online Protection ) which uses the major RBL/FBL SPAM Databases. I would do a SPAM check on your internal email server or webserver to see if you're on any of the major spam lists. Easy way to do that is to use the MXToolBox blacklist search: http://mxtoolbox.com/blacklists.aspx If you're listed on any of those then you'll also likely have problems sending email from your php server to other users outside of Office365. Remove yourself from the source.To give you an idea of another option of setup i'll discuss how we have ours done and it works flawlessly allowing us to reply using department emails and allowing users to reply directly to the department email.In Settings > Emails > Default MTA we chose one of our O365 accounts as the default mailer. Just in case later down the line we add another email/department and forget to add SMTP information the emails still go out.Then under Emails > Emails > Create a new (or edit current) O365 email account. To connect to Office365 enter the username and password in those fields, making sure to use full O365 email address for username.In the "Fetching Email" section use these settings:Hostname: outlook.office365.com (same for all tenants)Port: 995Mailbox Protocol: POP + SSLI have our Fetched Emails set to "Delete" so we don't get duplicates. osTicket is the only system or user that accesses this email address.In the "Sending Email via SMTP" we have the following:Status: enableHostname: smtp.office365.com (same for all tenants)Port: 587Authentication Required: yesHeader Spoofing: Allow For this email address.And we're done.

JRogers

@[deleted]: Thanks for the well-written solution.Jack

ntozier

@PartieHonteuse a fantastic reply! Thanks for taking the time.(I think that I might have to steal that response and use it like a template or something)

zdawg

Update, Microsoft delisted out public IP address and things are working, I just need to edit our SPF record so the emails aren't immediately flagged as junk (and automatically sent to Outlook junk folders).Secondly, thanks for the writeup PartieHonteuse. Your setup looks good, and I may considering modifying ours if I feel it might work better for us.However, I forgot to add the fact that while I originally had default MTA set to PHP (when I first posted), in playing with it yesterday and setting up SMTP relay I changed it to SMTP and to use our MX record and port 25 which does not require user authentication (it uses IP authentication which can be configured on the Office 365 side). Hence the only issue I was having at the end of the day was that Microsoft was treating our public IP address as spam and they fixed that once I sent them an email to the delist address.