First Steps > Invite agents/colleagues to help working on tickets

Technical assistance
1

Infos:

  • Used Zammad version: 5.2.3
  • Used Zammad installation type: package
  • Operating system: AlmaLinux 8.6
  • Browser + version: Firefox 1060.1

Expected behavior:

  • Send invite email to colleague to start using Zammad via M365 authentication integration and M365 mail channel implementation

Actual behavior:

  • User is created in Zammad but email is not sent.

Zammad production log shows “Authentication required (Exceptions::Forbidden) app/controllers/application_controller/authenticates.rb:38:in `authentication_check’.”

System is able to reply and forward to other emails within the domain.

Steps to reproduce the behavior:

  • Log in, click on Dashboard > First Steps > Invite agents/colleagues to help working on tickets, enter first and last name and email address, submit.
2

Log entries from failed invite attempt:

I, [2022-11-01T17:02:26.518937 #69416-109620] INFO – : Started POST “/api/v1/users” for at 2022-11-01 17:02:26 -0500
I, [2022-11-01T17:02:26.522625 #69416-109620] INFO – : Processing by UsersController#create as JSON
I, [2022-11-01T17:02:26.522670 #69416-109620] INFO – : Parameters: {“firstname”=>“FIRST”, “lastname”=>“LAST”, “email”=>“LAST_Init@domain.tld”, “role_ids”=>“2”, “group_ids”=>{“1”=>“full”}, “invite”=>true, “id”=>“c-12”}
I, [2022-11-01T17:02:26.628946 #69416-109620] INFO – : Completed 201 Created in 106ms (Views: 0.4ms | ActiveRecord: 31.1ms | Allocations: 55872)
I, [2022-11-01T17:02:26.943408 #69416-109260] INFO – : Started GET “/api/v1/users/search?sort_by=created_at&query=&limit=50&full=true&_=1667340002425" for at 2022-11-01 17:02:26 -0500
I, [2022-11-01T17:02:26.946553 #69416-109260] INFO – : Processing by UsersController#search as JSON
I, [2022-11-01T17:02:26.946588 #69416-109260] INFO – : Parameters: {“sort_by”=>“created_at”, “query”=>"”, “limit”=>“50”, “full”=>“true”, “"=>“1667340002425”}
I, [2022-11-01T17:02:26.972099 #69416-109260] INFO – : Completed 200 OK in 25ms (Views: 2.5ms | ActiveRecord: 5.1ms | Allocations: 18245)
I, [2022-11-01T17:02:27.375857 #69416-109860] INFO – : Started GET "/api/v1/users/search?sort_by=created_at&query=*&limit=50&full=true&=1666991147031” for at 2022-11-01 17:02:27 -0500
I, [2022-11-01T17:02:27.378925 #69416-109860] INFO – : Processing by UsersController#search as JSON
I, [2022-11-01T17:02:27.378960 #69416-109860] INFO – : Parameters: {“sort_by”=>“created_at”, “query”=>“*”, “limit”=>“50”, “full”=>“true”, “_”=>“1666991147031”}
I, [2022-11-01T17:02:27.379100 #69416-109860] INFO – : Authentication required (Exceptions::Forbidden)
app/controllers/application_controller/authenticates.rb:38:in `authentication_check’
I, [2022-11-01T17:02:27.379792 #69416-109860] INFO – : Completed 403 Forbidden in 1ms (Views: 0.1ms | ActiveRecord: 0.0ms | Allocations: 679)

3

Sorry but the snippet you provided does not indicate where the authentication fails. Looks more like someone tries to authenticate against Zammad and fails to.

If the invitation mail is not being sent, you may want to check on your notification channel as this is the channel responsible for sending this kind of email.

4

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