Can't send replies by email: Can't use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired>

Technical assistance
1

I have been using Zammad for a while but since I switched the channel from Email to Google I have been unable to send replies.

I have 2 channels configured, Google which is used for incoming and Email notification which is used for outbound and configured only with SMTP (with a different provider). This is in line with the advice at bottom of Basic Setup — Zammad Admin Documentation documentation to avoid using Google for outgoing.

I know the Email channel is working in general as whenever I edit a ticket I get an email notification (using the non google provider) to me as agent that an update occured.

But the customer doesn’t get an email and I see under Settings>Google by outbound the error '#<Net::OpenTimeout: execution expired> ’ and in the ticket the error Delivery failed: “Unable to send email to ‘redacted@gmail.com’: Can’t use Channel::Driver::Smtp: #<Net::OpenTimeout: execution expired>”

It seems it is attempting to reply using Google. But the group settings (Settings>Groups>Users) only has one channel option available which I have selected.

Infos:

  • Used Zammad version: 6.4 (and previous versions)
  • Used Zammad installation type: package
  • Operating system: Ubuntu
  • Browser + version: Firefox
2

I think the issue is that I added the email account (under Email channel) as (system) notification channel, not as a full channel. Howeve this is a send-only account (using Postmark) which supports SMTP but not IMAP/POP so there doesnt seem any way to add it as a full channel and therefore no way to tell the group to use it?

3

I’m not exactly able to follow.

It is correct that you cannot use notification channels for groups to be used. Notification channels are for system notification (mostly) towards your agents only.

4

For anyone stumbling across this from Google search: the issue was that hetzner block outgoing email ports 25 and 465 by default. I had previously ruled out this explanation because there is other documentation implying that zammad uses port 587 for the Google integration. Unfortunately they don’t.