Constantinos's picture

Hello,

I have started using Turnkey OTRS and i'm ready to use it full time.

It's a really good software and i can do whatever i need with it.

But i have a problem with gmail. I have entered my gmail in postmaster but i can't fetch with the email which is something really important for me. I have tried both POP3S and IMAPS as requested from other forums.

I have uploaded 2 screenshots to show you what i mean.

Any solution will be appreciated.

Thanks,

Constantinos

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Jeremy Davis's picture

Your TurnKey appliance and the included software (OTRS in this case) should be configured to send all emails via Postfix. Postfix is essentially a local MTA so it should be able to send emails OOTB. However often things get in the way and mail sent directly from your server may get labelled as spam; worse still it may get dropped completely (so you don't even see it in your spam folder). Configuring Postfix to relay emails via a (trusted) remote SMTP increases deliverability.

So if you simply want to add an SMTP relay (so your server sends email) then the best way to do that is to configure Postfix to use a remote SMTP. As you can see in the docs, it is possible to use google SMTP to send email.

I think that may allow you to circumvent what you are currently trying to configure. Although TBH I'm not sure and maybe I'm totally off the mark?! If you think I've missed your point please post back with a bit more explanation. I'm not particularly familiar with OTRS either so if you could be really clear about what you are actually trying to achieve might also be useful.

Constantinos's picture

Hello,

You are right i didn't explain what i really need.

I have added my gmail account in emails and in postmaster.

When i create a new ticket the system sends the emails to the customers without any problem.

The problem is when i'm trying to fetch my gmail with the system.

That's when i get this errors...

Thank you,

Constantinos

Jeremy Davis's picture

So OTRS allows you to also collect emails from a remote server? And that is where you are having the error? With your additional notes and your original screenshots, that seems to be the issue.

Unfortunately though I have no idea really so I might have to have a play with it and see if I can reproduce the behaviour. Perhaps there is something not quite right in the appliance?

FWIW I have also lodged an issue on our tracker so it doesn't get forgotten: https://github.com/turnkeylinux/tracker/issues/624

Also I had a quick google. Are you behind a firewall or a proxy? That seems to be a common cause of similar issues. Although the fact that it is saying "Auth for user failed" suggests that it may be connecting, just not authorising. Have you doublechecked your password and also ensure it's configured for remote mail connection (IIRC it should be OOTB but I can't be sure...)

OnePressTech's picture

Google has some fussy secure access restrictions. If your application is not compliant then you need to explicitly tell Google to relax the checks.

See https://support.google.com/accounts/answer/6010255?hl=en or https://support.google.com/a/answer/6260879?hl=en 

The link to relax the checks can be found here.

 

Cheers,

Tim (Managing Director - OnePressTech)

Jeremy Davis's picture

Thanks for the input Tim. A good point that I hadn't considered.

@Constantinos - can you please try Tim's suggestion and let us know how you go?

Constantinos's picture

Hello Tim,

Thank you that was the problem!!

Your answer came as Easter present!! :)

Thank you very much!!

OnePressTech's picture

Glad to be of help.

Cheers,

Tim (Managing Director - OnePressTech)

Mahesh's picture

Hello Tim,

 

This solution did not work for me. Any further ideas ?

I have enforced access to less secure apps in google admin settings and still this error.

 

Thanks

Mahesh

 

Jeremy Davis's picture

Personally I have no idea, but it seems to be a somewhat common issue.

Out of interest, are you using the TurnKey appliance too? You didn't explicitly say?! If not our answers possibly aren't much use to you anyway...

Jeremy Davis's picture

Ok so seeing as the problem has been resolved (and it wasn't a TurnKey bug) my inclination is to close the issue on GitHub. Although perhaps we should include those links in the OTRS appliance docs? In which case, perhaps I should reword the issue and leave it open instead? Thoughts?
OnePressTech's picture

Given that TKLX is targeted to work out-of-the-box, I would suggest that email relay configuration be added to the TKLX documentation and an enhancement be added to facilitate relay email configuration via console. I would suggest GoDaddy, Google, and AWS relay email.

So my suggestion would be to change the "bug" issue in GitHub to an enhancement issue.

Just one man's two cents worth :-)

Cheers,

Tim (Managing Director - OnePressTech)

Jeremy Davis's picture

Sure you're just one man; but your opinion holds a fair bit of sway around here! :)

So I will reword the issue and add the documentation tag! :)

[off topic] we plan on integrating email SMTP forwarding (via a remote SMTP relay) for v14.2. The intention at this point is to have a "preferred" supplier who we will be partnered with (and will be auto enabled to send x free emails per month), with an option to upgrade (to a paid plan) if you anticipate sending lots of emails. There will also be an interactive option to configure your own. Perhaps we could include a few highly likely options (e.g. click "google" and enter your username and password?) but I'm not even sure if that's a good idea or not...

Regardless I hadn't really considered this sort of scenario in conjunction with the SMTP relay stuff. I'm not sure that we can really account for the receiving side of things (other than via documentation).

OnePressTech's picture

As you surmised, my suggestion was related to outbound email relay only. Inbound email is an exceptional configuration...OTRS is one of those exceptions.
 

Cheers,

Tim (Managing Director - OnePressTech)

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