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eTicket CommunitySupportInstallation Help & Software Support (Moderators: jason, Hummdis)Topic: Error: Please enter a valid email address!
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: Error: Please enter a valid email address!  ( 16456 )
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tRbN
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« : May 14, 2009, 08:50:36 PM »

Hey!
I have another Problem with eMails! I searched the whole Forum, but there was nothing what could help me.     :-[

I installed eTicket and everything is fine so far.  

My Preferences in the Backend looks like this:

Sendmail method:   SMTP-Server
Path to sendmail:  /usr/sbin/sendmail
SMTP Host:       10.    45.    x.    x
SMTP Port:         25

The Mailserver is not the server on which eTicket is installed!

Now, I want to create a new ticket and it always says:
"Error: Please enter a valid email address"!

Please help me.    .    .     :)

Edit: Maybe a screenshot will help!

Thx,
Torben
« : May 18, 2009, 12:54:33 AM tRbN »
tRbN
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« #1 : May 24, 2009, 05:42:16 PM »

No one that can help me? Please!
Hummdis
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« #2 : June 09, 2009, 06:10:07 AM »

This may seem like a stupid question, but the screenshot blacks it out.  Is the email address you're using valid?

Also, is the mail server configured to allow that specific machine to "relay" through your mail server?

Don't PM me directly for help.  Post to the forums, that's what they are for after all.  PM's to me that request help will be ignored.

Hummdis Web Design - Freelance Website Design & IT Consulting
tRbN
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« #3 : June 09, 2009, 09:14:40 PM »

Yes, it is a valid address! Of course! :(

I tested it with "osTicket" and everything works fine now!
I have no clue why it doesn't work with "eTicket".  The preferences are the same. .

Thank you anyway. .  :)
Hummdis
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« #4 : June 10, 2009, 01:04:33 AM »

I'm sure that if you check you'll find that osTicket doesn't perform the same actions in email address validation that eTicket does.  Mainly that eTicket makes sure that not only the format is valid, but that an MX record actually exists for the domain in which you've entered.

Therefore, creating an email of user1@bogusdomain.com would result in an error because "bogusdomain.com" does not have an MX record.  See MX lookup output below.

Code: [Select]
bash-3.2$ dig mx bogusdomain.com

; <<>> DiG 9.5.1-P2-RedHat-9.5.1-2.P2.fc10 <<>> mx bogusdomain.com
;; global options:  printcmd
;; Got answer:
;; ->>HEADER<<- opcode: QUERY, status: NOERROR, id: 16695
;; flags: qr rd ra; QUERY: 1, ANSWER: 0, AUTHORITY: 0, ADDITIONAL: 0

;; QUESTION SECTION:
;bogusdomain.com. IN MX

;; Query time: 195 msec
;; SERVER: 192.168.1.2#53(192.168.1.2)
;; WHEN: Wed Jun 10 08:02:20 2009
;; MSG SIZE  rcvd: 33

bash-3.2$

Therefore, if the domain that you're using does not have a valid internet MX record, it will ask that you provide a valid email address.

This whole thing is to reduce spam.

Don't PM me directly for help.  Post to the forums, that's what they are for after all.  PM's to me that request help will be ignored.

Hummdis Web Design - Freelance Website Design & IT Consulting
vince
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« #5 : December 15, 2009, 07:37:10 AM »

Hi,
I am getting the same issue only since one week ago, otherwise has worked fine for more than 2 years.

Could any change on the server be causing this?
Many thanks,
Hummdis
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« #6 : January 05, 2010, 02:25:08 PM »

Yeah...a DNS problem.  Since it's a general MX record lookup (which relies on DNS) then either the MX record is bad or the DNS reply is invalid.

Don't PM me directly for help.  Post to the forums, that's what they are for after all.  PM's to me that request help will be ignored.

Hummdis Web Design - Freelance Website Design & IT Consulting
vince
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« #7 : January 05, 2010, 02:51:11 PM »

Quote from: Hummdis link=topic=531. msg2468#msg2468 date=1262755508
Yeah. . . a DNS problem.   Since it's a general MX record lookup (which relies on DNS) then either the MX record is bad or the DNS reply is invalid.

Just FYI, the issue was not the MX or DNS records for email addresses entered, and therefore validation of the same.

It was my server setup that was messed-up.  Therefore, the validation code within eTicket and error message displayed were a bit misleading.

To be sure, I copied my install exactly as it was, files, DB etc.  onto another server and all worked fine.

Not sure what the tech support did to fix the issue, but it was related to general DNS settings.

Hope that helps.

- Vince
Hummdis
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« #8 : January 05, 2010, 03:29:48 PM »

Just FYI, the issue was not the MX or DNS records for email addresses entered, and therefore validation of the same.

Not to be a jerk here, but an invalid reply for an MX record is associated with DNS.  The MX, or Mail eXchange, record is a specific entry for a given domain.  There are many types of replies that could be given based on the request by the server for a specific domain.

They are:

mx:            DNS MX records for domain
a:         DNS A record IP address for host name
ptr:         DNS PTR record for host name
cname:         DNS canonical host name to IP address
whois:         Domain registration information
arin:       IP address block information
soa:       Start of Authority record for a domain

Therefore, an MX record is simply an entry in the overall DNS record for a given domain.  If DNS settings on the reply end are messed up, you'll get an invalid response.  If DNS settings on the requesting side are messed up, then you'll get an invalid response.  Therefore, troubleshooting DNS issues can be a bit tedious since finding out just where the DNS error lies can be a bit tricky.

Invalid DNS information would absolutely cause more than just email services to be out of whack.  There can be problems with website resolution, traceroute failures, invalid ping responses and incomplete whois information.  This is the partial process for hackers when attempting DoS attacks or hijack attempts on a specific domain.  What do you think all of those BIND updates were for several months back?  ;)

Don't PM me directly for help.  Post to the forums, that's what they are for after all.  PM's to me that request help will be ignored.

Hummdis Web Design - Freelance Website Design & IT Consulting
vince
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« #9 : January 05, 2010, 04:43:51 PM »

Quote from: Hummdis link=topic=531. msg2483#msg2483 date=1262759388
Quote from: vince link=topic=531. msg2482#msg2482 date=1262757071
Just FYI, the issue was not the MX or DNS records for email addresses entered, and therefore validation of the same.

If DNS settings on the requesting side are messed up, then you'll get an invalid response. 

Not a jerk at all, we are agreed.   :)
It was a little frustrating with customers trying to create a support ticket but getting the error message "Error: Please enter a valid email address" when in fact their email address was perfectly fine.

Thanks

- Vince
Hummdis
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« #10 : January 06, 2010, 11:17:17 AM »

The only thing that I can suggest is to add some detailed error messages to the code so that when the email's rejected, it will say why.  :)

Glad to know it's all sorted. :)


Don't PM me directly for help.  Post to the forums, that's what they are for after all.  PM's to me that request help will be ignored.

Hummdis Web Design - Freelance Website Design & IT Consulting
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eTicket CommunitySupportInstallation Help & Software Support (Moderators: jason, Hummdis)Topic: Error: Please enter a valid email address!
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