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Why do my emails for Help Desk not automatically send out notifications of open or closed tickets anymore?

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Why do my emails for Help Desk not automatically send out notifications of open or closed tickets anymore?

2/11/2010 10:59 AM EST

By Taylor Broesche

There was a feature that was working just fine until we switched our email servers to a new email provider. This feature would email the groups and individuals assigned a ticket in the Help Desk module of CRM. This email would simply notifity the group or individual if a ticket has been opened, closed, or reassigned. This was working fine when our server was an unsecure port 25 smtp configuration. Now we are using SSL Smtp 465 instead with correct username and password. Emails ARE able to be sent via ConcourseSuite talking to our email server. For example checking the box "Email copy to recepient" when you manually send an email in Concourse works just fine. The email workflow for helpdesk has seem to just stop working. Here is what I found in catalina.out:

catalina.out excerpt

Jan 18, 2010 9:48:20 AM org.apache.tomcat.util.http.Parameters processParameters
WARNING: Parameters: Invalid chunk ignored.
Notification-> notifyAddress: taylor@virtualbx.com
Send error: javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied
 
ReportBuilder Error: Report could not be sent
javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied

Notification-> notifyAddress: marty@virtualbx.com
Send error: javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied
 
ReportBuilder Error: Report could not be sent
javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied

Notification-> notifyAddress: taylor@virtualbx.com
Send error: javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied
 
ReportBuilder Error: Report could not be sent
javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied

Notification-> notifyAddress: david@virtualbx.com
Send error: javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied
 
ReportBuilder Error: Report could not be sent
javax.mail.SendFailedException: Invalid Addresses;
nested exception is:
com.sun.mail.smtp.SMTPAddressFailedException: 554 5.7.1 <helpdesk@virtualbx.net>: Sender address rejected: Access denied

Thank you in advance.

1. 2/22/2010 12:22 PM EST

By Taylor Broesche

Turns out it was because SMTP authentication requirements. All I know is; using the normal means of SMTP communication for example smtp.emailsrvr.com, or secure.emailsrvr.com didn't work. This was most likely due to Rackspace requiring incoming authentication first. When using the MX record on the other hand, emails are relayed without a problem. Took a listen from the spammers I guess.

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