Configure OTRS with Gmail

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How to configure OTRS to work with Gmail or Gmail Apps for Domains

It's perfectly possible to use Google or Google Apps for Domains with OTRS, but you have to be aware of the fact that Google uses SSL for all communication.

This page describes the process of setting up incoming and outgoing email in OTRS with Gmail:

Configure incoming email

Here are the steps to configure incoming mail:

  1. Log in as an administrator to OTRS.
  2. Go to Admin > PostMaster Mail Account
  3. Add a new mailbox. Select POP3S as Type, the full email address (eg. support@example.com as the username, put in the password, and put in pop.gmail.com as the host.
  4. Click Add.
  5. If you want all messages to arrive in a special queue, select Dispatching by selected Queue as the mechanism and set the queue via the interface. Click Submit.
  6. If you click the X in the column Run Now! the mail will be fetched. If all is good, you should see the text Finished popping up after a few seconds.

Your configuration could look like this:

Error creating thumbnail: Unable to save thumbnail to destination


Hints

  • If you don't have POP3S available as an option, you are missing some Perl modules. Please look at http://doc.otrs.org/2.4/en/html/x531.html#installation-of-perl-modules for instructions - in particular, please run the bin/otrs.checkModules script to verify what modules you are missing.
  • If you have set up OTRS correctly, mail is fetched every 10 minutes by a cron job. You can change this if you want by changing the interval the cron job runs on. That is outside of the scope of this page.
  • On Windows, there is a special service called 'CRONw' that is responsible for fetching the emails.
  • On Linux, you should have the cron jobs set up. You will have this if you for instance installed via the RPM package. If not, check this chapter in the manual:

http://doc.otrs.org/2.4/en/html/x531.html#cronjobs

Configure outgoing email

Here are the steps to configure outgoing mail:

  1. Log in as an administrator to OTRS.
  2. Go to Admin > SysConfig > Core::Sendmail
  3. Select SMTPS as SendmailModule
  4. Select smtp.gmail.com as SendmailModule::Host
  5. Select 465 as SendmailModule::Port Please note that Google also uses port 587, but only for TLS. OTRS uses SSL communication, so we should select port 465 here.
  6. Type your Gmail username and password in the fields SendmailModule::AuthUser and SendmailModule::AuthPassword. Please note that Google expects to see the full email address as the user name.
  7. Click Update, and you're done!

Hints

  • The easiest way to test email configuration is to go to Admin > Admin Notification and send out a notification to one of your users.
  • If you don't have SMTPS available as an option, you are missing some Perl modules. Please look at http://doc.otrs.org/2.4/en/html/x531.html#installation-of-perl-modules for instructions - in particular, please run the bin/otrs.checkModules script to verify what modules you are missing.
  • Google re-writes outgoing emails to have the login name as the sender address. This means that you can only have one outgoing email address per OTRS instance, and you will not be able to use multiple outgoing email addresses. While this is true by default, you can add multiple outgoing email addresses in the mail.google.com, Accounts and Settings, Send Mail as section. Once verified, you can send from any of the listed email addresses.

Your configuration could look like this:

Error creating thumbnail: Unable to save thumbnail to destination