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Unable to send to External Email

Posted: Friday, June 5, 2020 3:37:14 PM(UTC)
C. Li

C. Li

Member Original PosterPosts: 5
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We have integrated Lansweeper with AD and we are having issues with outbound emails to users that are not in AD.

Emails into the ticket system will create tickets automatically for both domain and non-domain users. This is working as we intend it to. However, when when Lansweeper tries to send the auto response to an external email (ticket creation, updates, etc...), or when an Agent tries to reply to a ticket created by a user outside of the domain, Lansweeper does not send out the email. This works for domain users though, just not non-domain users (eg: user@gmail.com).

The non-domain users are added to Users & Access when a ticket is received and created, with a name and email address as I assume that is what should happen.

The helpdesk ticket will show a system error in the Notes section "An error occurred when trying to mail the previous note. The following email address was rejected: user@gmail.com.

We have tested inbound and outbound mail flow from the Exchange account directly and it works, therefore we believe the issue is within Lansweeper.

Can we get some insight on this, please?

Thank you!
C. Li attached the following image(s):
error_1.png
pryan67
#1pryan67 Member Posts: 90  
posted: 6/5/2020 8:21:01 PM(UTC)
Is your lansweeper allowed to send externally via SMTP?
C. Li
#2C. Li Member Original PosterPosts: 5  
posted: 6/8/2020 8:18:07 PM(UTC)
Is there an explicit setting for that?
pryan67
#3pryan67 Member Posts: 90  
posted: 6/8/2020 8:19:46 PM(UTC)
Originally Posted by: C. Li Go to Quoted Post
Is there an explicit setting for that?


Yes, on your exchange server
C. Li
#4C. Li Member Original PosterPosts: 5  
posted: 6/8/2020 8:24:21 PM(UTC)
Yes, Exchange is already setup and we can send externally using the account. We have other apps using SMTP as well and those continue to work fine.

Just wondering if there is a setting within Lansweeper specifically.
pryan67
#5pryan67 Member Posts: 90  
posted: 6/8/2020 8:26:43 PM(UTC)
Originally Posted by: C. Li Go to Quoted Post
Yes, Exchange is already setup and we can send externally using the account. We have other apps using SMTP as well and those continue to work fine.

Just wondering if there is a setting within Lansweeper specifically.


Not that I'm aware of. We had an issue where the LS server wasn't permitted under transport rules to send SMTP.

C. Li
#6C. Li Member Original PosterPosts: 5  
posted: 7/2/2020 7:56:15 PM(UTC)
Support was able to provide some more info. It did surround Exchange permissions.

Reset NT/Anonymous permissions to SMTP and tested successfully.

Thanks for your help!

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