Learn what to do if OTRS Sendmail is not working. Our Sendmail Support team is here to help you with your questions and concerns.

OTRS Sendmail not working | What to do?

OTRS, short for Open-source Ticketing System helps manage customer support requests. On the other hand, Sendmail is an email transport agent used to send and receive emails in OTRS.

According to our experts, when a customer sends an email to the support team, the email arrives at the email server. From there, it is forwarded to the OTRS email address. At this point, Sendmail will process the incoming email and create a new ticket in the OTRS system. Furthermore, Sendmail sends an auto-response email to the customer acknowledging the receipt of their email.

In short, Sendmail is used in OTRS to handle email communication between customers and support agents. It handles incoming emails, creates new tickets, and sends auto-response emails to customers.

However, sometimes errors arose. For instance, the system is unable to send email notifications to users or support teams.

In other words, users are not receiving the support they need and support teams are not being notified of new tickets.

Troubleshooting Guide

According to our experts, Sendmail may not be working due to one of the following reasons:

• Incorrect SMTP settings:

  In case the SMTP settings are incorrect, OTRS will not be able to send email notifications. Hence, ensure the SMTP server, port, username, and password are all correct.
• Firewall or port block:

  If we have a firewall or port block in place, OTRS cannot send email notifications. We have to make sure the correct ports are open and the firewall rules allow email traffic.
• Incorrect email address:

  If the email address associated with a ticket or user is incorrect, OTRS cannot send email notifications. Verify that the email addresses are correct and up-to-date.
• Email server issues:

  In case there are issues with the email server, like a service outage or misconfiguration, it will prevent email notifications from going out. So, we have to ensure the email server administrator to ensure that everything is working properly.

If the above tips did not help, our experts recommend going through the OTRS logs for any error messages related to email sending. We can also send a test email from within OTRS to see if that works.

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Conclusion

To sum up, our Support Techs demonstrated what to do when OTRS Sendmail is not working.