Nagios XI email acknowledgment is not working as expected.

[vrathore]

Nagios XI email acknowledgment is not working as expected.
Need help !!

[benjaminsmith]

Hi,

Thanks for joining the Nagios Community Forum! We've got a guide to help troubleshoot this, it's usually an issue with the configurations, email settings or the messages are sent but getting blocked or filtered. Check the /usr/local/nagios/var/nagios.log for clues.

See: Nagios XI - Notification Problems

Let us know what you find.

[vrathore]

[1593603886] ndomod registered for acknowledgement data'
[1593604692] ndomod registered for acknowledgement data'
[1593607767] ndomod registered for acknowledgement data'

Nothing more conclusive in logs, we are able to receive the Nagios XI notification emails along with RR URL, but while replying the email
'i,e acknowledgment. It does not work .FYI we have created a separate mailbox for the purpose so that we can acknowledge alerts outside office network ..below is sample email

---- Respond above this line ----

***** Nagios XI Alert *****

Nagios has detected a problem with this service.

Notification Type: PROBLEM

Service: Load Average
Host: irving
Address: 172.17.81.104
State: CRITICAL
Info:
CRITICAL - load average: 24.95, 24.73, 25.21
Date/Time: 2020-07-01 12:36:29

Respond: http://nagios.steris.com/nagiosxi/rr.ph ... 5f86da9a8c
Nagios URL: http://nagios.steris.com/nagiosxi/

-----

To reply, keep the following data in your response email.

##Y2E1MTVlM2ExOGE0NDU4NjJkeXpMcGJ3KzZBMXJOWDYxeVZYOTZiWUV2bE0rdGN5d3VYL2MxV09KY0dLa2JRVHpkczdFekhDd3BWc21MRGQ

[vrathore]

Send/Receive just works fine, but we did not get any acknowledgment at Nagios_XI

[benjaminsmith]

Hi,

Got it. Thanks for the clarification. Are you able to acknowledgment from the GUI or is this limited to the link provided in the email?

Benjamin

[vrathore]

We are able to acknowledge the Alerts from Nagios XI GUI and yes we can also acknowledge the problem via Rapid Response URL ...but our concern here is that we are not able to leverage the function of acknowledging the alerts via replying the mails (outside of our office network)

I hope it makes more sense now, Thanks for being the helping hands to us.