Mail Server Settings

    Configure incoming and outgoing email settings so that your requesters and technicians can send and receive emails. 

    • Go to Admin>>MSP Details>>Mail Server Settings.

    On this page, we'll discuss how to configure the following:

    Incoming Mail Settings

    Outgoing Mail Settings

    Spam Filter

    Email Command

    Delimiter

    AnchorIncoming Mail Settings

    • Select whether to use the Exchange Web Services (EWS) or POP, IMAP, POPS, or IMAPS to connect to the external mail server. 
    • Then, proceed with the configuration as shown below:
    • When you choose POP, IMAP, POPS, or IMAPS as the connection protocol:


    Fill out the displayed fields using the pointers given below:

    Field Explanation
    Server Name/IP Address Provide the server address from which the mails should be fetched
    User Name and Password Specify the server credentials.
    E-mail Address Email address/es from which service requests must be fetched.
    Protocol Select the connection protocol.
    Port Specify the port number.
    Fetch mails every Provide the time interval within which mails have to be fetched.

    Disable new request creation by email Select this option if you want to restrict request creation to non-email sources. Also specify, if any, the allowed email IDs and domains from which request can be created by email.

    When you choose EWS as the connection protocol:



    Fill out the displayed fields using the pointers given below:

    Field Explanation
    Connect URL Provide the URL to connect to the server (For example, https://<server_name>/EWS/Exchange.asmx).
    Username and Password Specify the server credentials.
    Fetch mail every Provide the time interval within which mails have to be fetched.

    Disable new request creation by email Select this option if you want to restrict request creation to non-email sources. Also specify, if any, the allowed email IDs and domains from which request can be created by email.

    Note: To make any changes to the settings, pause the mail fetching process.

    The EWS connection protocol is supported only for Windows machines.

    AnchorOutgoing Mail Settings

    • Select whether to use the Exchange Web Services (EWS) or SMTP or SMTPS to connect to the external server.
    • Then, proceed with the configuration as shown below.
    • When you choose POP, IMAP, POPS, or IMAPS as the connection protocol:

    Fill out the displayed fields using the pointers given below:

    Field Explanation
    Server Name/IP Address Specify the server through which all mails must be sent.
    Alternate Server Name/IP Address Provide the backup server details, if available.
    Sender's Name Specify the sender name (appears in the sender email)
    Reply-to Address Address for all replies; same as the value in the Email Address field of the incoming server.
    TLS Enabled Select whether TLS must be enabled.
    Port Specify the port number.
    Requires Authentication If you select authentication for security purposes, provide the necessary login credentials.

    When you choose EWS as the connection protocol:

    Field Explanation
    Connect URL Specify the server through which all mails must be sent (For example, https://<server_name>/EWS/Exchange.asmx).
    Username and Password Specify the server's credentials.
    Sender's Name Specify the sender name (appears in the sender email)
    Reply-to  Address for all replies.

     

    The EWS connection protocol is supported only for Windows machines.

     

    AnchorSpam Filter

    Define filter criteria to block any unnecessary or spam messages from entering the application. Mails that fulfill the criteria you have defined are dropped, and no requests are created from them. 

    Configure the Spam Filter as shown below:

    • To mark out all spam messages, ensure that you define the rule clearly with choose if the rule must match ALL conditions or any one of the specified conditions. 
    • Under Define rule, select the criteria from the drop-down and select the condition. 
    • Click the Choose button to add comma separted entries to the filter conditions. Say, the Subject field can contain Out of office or Not in today.
    • Click Add to Rules and Save.

    AnchorEmail Command

    The Email Command in ServiceDesk Plus MSP parses through all incoming emails, extracts the required data, and automates request-related actions such as adding/creating, editing, updating, and picking up requests.

    Define request delimiters under Email Command to parse all incoming emails, update the required request fields or perform various operations automatically. Note that only emails from authorized users (with login permissions) will be parsed.

    Configure Email Command using the following pointers:

     

    Field

    Explanation

    Enable Email Command

    Select this option to activate email parsing.

    Email Subject Contains

    Enter the exact parsing identifier; emails that do not have this string under their subject will NOT be parsed.  

    Command Delimiter

    Specify a special character, say $, that will enclose the field/operation and the parser action required.

     

    For example, if the request must be assigned request high priority, the email content will be as follows:

     

    $Priority=High$

     

    To add a new request, the email content will contain:

     

    $Operation=AddRequest$

    Field Parsing Rules

    Fields specified in the email, but absent in the application will not be parsed. If the email specifies more than one value for any field, only the last value will be considered. Other values will be discarded.

    If the requester name is not specified in the email, the email sender will be considered as the requester.

    Operational Strings

    For various request-related operations, use the following strings, enclosed within the specified command delimiter, in the email content: 

    Action

    Operational String

    Create a new request

    Operation=AddRequest

    Edit or update a request*

    Operation=EditRequest

    Close a request*

    Operation=CloseRequest

    Pick up/assign a request*

    Operation=PickupRequest

    *The email must contain the Request ID for the operation to be performed.

    Emails with Request ID in the subject line, but with no operational strings in the email body will not create new requests. Also, Request ID in the email description takes precedence over the Request ID in the subject line.

    Request operations: Roles and Permissions

    All update information, including images and attachments, will be added only under the history tab, and not under conversations.

    Emails from users with only requester/technician permissions will be parsed only for fields that were available to the user while creating the request. Actions such as picking up, updating, or closure of requests will be based on the permissions available to the requester.

    The following fields, depending on user permissions, can be parsed:

    Level

    Mode

    Priority

    Urgency

    Impact

    ImpactDetails

    Category

    SubCategory

    Item

    Group

    Technician

    TechnicianEmail

    Requester

    RequesterEmail

    RequestID

    RequestTemplate

    RequestType

    Status

    Site

    Asset

    Resolution

    Additional Field Label

     

    The admin can change the fields that are available to the technician or requester in the default template under Admin>>RequestTemplates

    AnchorDelimiter

    To distinguish and filter notifications by module, you can configure delimiters. For example, RE can refer to the request module or PO can refer to the Purchase module. In ServiceDesk Plus MSP, the module-based limiters are as follows:

    RE-Request

    TA-Task

    SO-Solution

    PO-Purchase Order

    PR-Purchase Request

    CO-Contract

    CH-Change

    PB-Problem

    PJ-Project

    Requests from emails are either added as new requests or conversations. For an email to be added as a conversation, the Request ID and the Parent ID of the delimiter must be the same in the subject line of the notification.

    The default base delimiter is ##, which can be modified per user requirement. Note that the allowed special characters for the base delimiter are !, @, #, $, %, ^, &. And, the maximum character limit is 10. 

     

    If the mail server runs in a secured protocol, generate and install a self-signed certificate to establish a connection between ServiceDesk Plus MSP and the mail servers.

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