[resolved] Unable to send new ticket notification email message to admin

blubor

When trying to send notification messages to the admin email, the system receives an error:

Unable to email via php mail function: xxxx@xxxxxxx.com mail() returned failure

The system can email external addresses, but internal messages are not being sent to the admin. Any thoughts?

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.

Environment details?
Version of osTicket?
How is the email setup in osTicket?

It sounds like you are using PHPMail instead of SMTP and do not have PHP's mail feature setup.

blubor

ntozier I had already tagged the issue with the correct version of osTicket that we are using. The environment is Debian 9. Email is setup using the default PHP mailer. Messages can be sent to other users, but not users that are using the same domain as the osTicket installation.

ntozier

You tagged your posts 1.14.x. Since this is not a valid version and could be one of two different versions it obviously does not answer the question.

Still waiting for your environment details. Debian 9 is not an environment, it is an opertating system. It does not tell us anything about the environment in which you are running the application (osTicket). We're not in the habit iof guessing if you are running Apache or some other webserver, the version of PHP, the version of MySQL or MariaDB.

You have also not shown us how your PHP email is setup.

You have not provided us with any logs.
It sounds to me like one of the following might be your culprit:

You are not in fact using PHPMail to send email.
Your local MTA on the server does not allow sending to the domain that you want to send to.
Your mailserver is blocking/rejecting the emails

With out more information about your environment and log files we wouldn't begin to know what the problem that you are experiencing is.

blubor

osTicket v1.14.1
Apache 2.4
PHP 7.3
MariaDB 10.1.41

I suspect that the issue is that the MTA does not allow sending to the domain (which is the same domain that points to the server).

blubor

[mail function]
SMTP = localhost
smtp_port = 25
sendmail_path ="/usr/sbin/sendmail -support@██████.com -t -i"

ntozier

Sounds like you should check out your sendmail configuration.

blubor

Should I be looking at anything in particular?

ntozier

You would want to make sure that the domain is permitted by sendmail.
Since I do not use Sendmail I have no idea how to configure it.

blubor

https://www.digitalocean.com/community/questions/sendmail-doesn-t-send-email-to-same-domain

I was able to find a resolution using the info in the link above. This issue can be closed.

"This is happening most likely because your mail service thinks that mail sent to it’s own configured hostname is handled locally. To fix this, open the /etc/mail/sendmail.mc file with your favorite text editor. If you use vim:

vim /etc/mail/sendmail.mc

Then go and edit the following. I’m using the domain SameVPSDomain.ext, but you want to replace that with whatever your domain name is.

define(MAIL_HUB',SameVPSDomain.ext.')dnl
define(LOCAL_RELAY',SameVPSDomain.ext.')dnl

Save that, then recompile things and restart sendmail with:

sendmailconfig
service sendmail restart

This should route mail from your domain using DNS and the MX records for SameVPSDomain.ext instead of routing it locally."

ntozier

Thanks for posting back your solution. Hopefully if someone else using Digital Ocean runs into the same issue they will see this thread and it will help them.