Configuring Mail Server Settings for ServiceDesk module of IT360

This section is common to all the editions of IT360 - Professional Edition, Enterprise Edition (Central Server only) and the MSP Edition (Central Server only). [As, in the case of Enterprise and MSP editions, the ServiceDesk module is present in their respective Central Servers and not in the Probes]

The Servicedesk module of IT360 needs to be configured for both incoming and outgoing emails, separetely. For this you need to:

  1. Login to IT360 console with the Username and Password of an Admin user.

  2. Click the Servicedesk tab.

  3. Navigate to "Admin -> Mail Server Settings" and that takes you to the Helpdesk - Mail Server Settings wizard. From here, the following can be accomplished:

Incoming EMail Settings

To configure the incoming e-mail settings;

  1. From the Helpdesk - Mail Server Settings wizard, click the Incoming tab. Enter the following information.

  1. All the fields marked * are mandatory fields. Enter the Server Name / IP Address, user name, password, e-mail address, email type, port, and the time interval in which the mail needs to be fetched periodically. The time period is in minutes. The e-mail type is a combo box from which you need to select the value.

  2. Click Save. On successful connection to the server, the success message is displayed.

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Outgoing EMail Settings

To configure the outgoing mail settings;

  1. From the Helpdesk - Mail Server Settings wizard, click the Outgoing tab. Enter the following information.

  1. Enter the outgoing mail server name / IP address, reply-to e-mail address, and port. These three are the mandatory fields.

  2. If there is an alternate server, then enter its name in the Alternate Server Name / IP Address field.

  3. Enter the name of the sender in the Sender's Name field.

  4. Choose the e-mail type, which is usually SMTP and SMTPS. By default, the port associatged to SMTP is 25 and the port associated to SMTPS is 465.

  5. If required, you can enable Transport Layer Security (TLS) from the drop down.

  6. If your SMTP server for outgoing mails require authentication, then select the check box Requires Authentication.

  7. Enter the User Name and Password in the respective fields.

  8. Click Save.

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Spam Filter

You can mark all you junk mails into spam by defining filter criteria for the mails. Once you set a criteria say, "Subject contains Out of Office or Spam", then mails matching this criteria will be dropped and no new request will be created out of them. To configure Spam Filter;

  1. From the Helpdesk - Mail Server Settings wizard, click the Spam Filter tab. Do the following.

  2. Define a rule on selecting a Criteria from the drop down list and also mention the Condition.

  3. Specify the filter content in the given text field by clicking choose button.

  4. Say, if criteria is Sender and condition is is then the content can be "mailer-deamon".

  5. Click Add to Rules button to add the criteria to the rules and match it with the incoming mails. Specify Match all of the following (And) or Match any of the following (OR) option to match with the rule by selecting any of the radio buttons.

  6. Click Save.

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E-Mail Command

Currently, when e-mails are received, various fields are set according to business rules. E-mail Command allows the technician to delimit fields in the e-mail, according to which the e-mail can be parsed and corresponding fields can be set. To configure E-mail command, do the following:

  1. From the Helpdesk - Mail Server Settings wizard, click the E-mail command tab. Do the following.

Consider a scenario where business rules needs to be created for the following criteria:

    1. When Subject contains "Printer", set Category as "Printers"

    2. When Subject contains "Network", set Category as "Network"
    3. When Subject contains "Routers", set Category as "Hardware"
    4. When Subject contains "Switches", set Category as "Hardware"
    1. When Subject contains "High Priority", set Priority as "High"

    2. When Subject contains "Low Priority", set Priority as "Low"
    1. When Subject contains "Urgent", set urgency as "Urgent"

    2. When Subject contains "High Urgency", set urgency as "High"

For example, when the subject contains "Printer" and "High Priority" or when the subject contains "Printer" and "Low Priority", separate business rules have to be written for each criteria. This becomes complicated further when more fields need to be set based on the incoming e-mail. We need to have hundreds of business rules to achieve combinations of several fields and that will complicate the entire business rule section.

Also, consider another scenario where business rules for incoming e-mails are set as follows:

Suppose an incoming e-mail has a subject line "Printer Crash" with high priority, then the request field will be set as "Category = Printer" with "Priority = Low" based on the existing business rule.

E-mail command overcomes this complication. Request fields can be defined through an e-mail itself. An incoming e-mail is parsed, and various request fields are set from the e-mail content based on the parsing delimiters.

To configure E-mail Command,

  1. In the E-mail Settings page, click on E-mail Command tab. The E-mail Command configuration screen is displayed.

  2. Click on the check box Enable E-mail Command to activate the e-mail parsing feature. If this option is not selected, then the incoming e-mail will be handled as a normal mail based on established business rules even if the incoming e-mails contain the parsing string in the subject.
  3. In the E-mail Subject contains text box, enter valid subject that determines the e-mails which have to be parsed. E-mails containing this text will be parsed for various fields. Assume the E-mail Subject identifier is given as @@SDP@@, then all e-mails with subject as @@SDP@@ alone will be considered for parsing.
  4. Provide any special character (@@, ##, $$, %%, &&, so on) as the Command Delimiter. The field values assigned between these special characters are assigned to the corresponding fields while the requests are created. Assume if the Command Delimiter is @@and category field needs to be set to Printer, then the email description should contain @@Category=Printer@@.

Notes:

Consider an example:

1. To create an e-mail that has to be parsed, the subject of the e-mail should be same as defined in the configurations (E-mail Subject contains), for example, "@@SDP@@" and the content is as follows:

@@CATEGORY = Printers@@
@@
PRIORITY = High@@
@@URGENCY
= Normal@@
@@L
EVEL = Tier 4@@
@@M
ODE = E-mail@@
@@I
MPACT = Affects User@@
@@G
ROUP = Network@@

When the request is created, say with a Request ID 6735352, the fields for the request are set based on the above content from the parsed e-mail.

2. To edit this request, say to assign a Technician or a Sub-Category, operational string "OPERATION = EditRequest" along with the RequestId (or WorkOrderId) and the delimiting fields have to be specified in the e-mail as follows:

@@OPERATION = EditRequest@@
@@REQUESTID = 6735352@@
@@TECHNICIAN = Administrator@@

This updates the request 6735352 and assigns 'Administrator' to the'Technician' field.

3. To pick up the request through an e-mail, the technician who has 'AssigningTechnician' permission should specify the operational string "PickupRequest" along with the RequestId should be mentioned in the e-mail. The technician can pick up the request only if the request falls under his site.

@@OPERATION = PickupRequest@@

@@REQUESTID = 6735352@@

3. To close the above request (6735352) through an e-mail, the operational string (CloseRequest) and the Request ID has to be present in the content of the e-mail.

@@OPERATION = CloseRequest@@

@@REQUESTID = 6735352@@

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