Service Desk/Mailbox Configuration - Revision history

Dcowan: page moved to confluence

2018-05-08T07:14:46Z

page moved to confluence

Dcowan: page moved to confluence

2018-05-08T04:16:15Z

page moved to confluence

Show changes

Dcowan: added missing field

2017-06-29T07:55:05Z

added missing field

Dcowan: we do not currently supporting updating existing service desk requests via email

2017-06-20T01:58:50Z

we do not currently supporting updating existing service desk requests via email

Dcowan: minor clarifications

2017-06-20T01:45:23Z

minor clarifications

Scarpenter: /* Security Settings */

2017-05-02T02:15:43Z

‎Security Settings

Scarpenter at 02:14, 2 May 2017

2017-05-02T02:14:36Z

Scarpenter at 01:50, 2 May 2017

2017-05-02T01:50:53Z

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Scarpenter: /* Configuration */

2017-05-01T06:59:36Z

‎Configuration

Scarpenter at 06:50, 1 May 2017

2017-05-01T06:50:38Z

← Older revision		Revision as of 07:14, 8 May 2018
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−	That page has been [https://resources.emersion.com/display/EKB/~~Mailbox~~+~~Configuration~~ moved]	+	That page has been [https://resources.emersion.com/display/EKB/Inbound+Mail moved]

@@ Line 153: / Line 153: @@
 ; Impact
 All tickets created via email will be assigned to this impact rating.
 ; Default Account ID and Default Contact ID
-In the case where the sender's email address cannot be found in the system, the ticket will be assigned to this account and contact. We recommend setting up a seperate end user account with a generic name like 'CatchAll Account' or something similar.  If a default contact is not supplied, the primary contact of the account is used.  Tickets can then be easily sorted by this account and then reidentified to the correct account and contact.
+In the case where the sender's email address cannot be found in the system, the ticket will be assigned to this account and contact. We recommend setting up a separate end user account with a generic name like 'CatchAll Account' or something similar.  If a default contact is not supplied, the primary contact of the account is used.  Tickets can then be easily sorted by this account and then reidentified to the correct account and contact.
 = Access Control =

@@ Line 3: / Line 3: @@
 Service Desk Inbound Email is an optional extension to the [[Service_Desk|Service Desk]] module. It provides the ability for service providers to:
 * create new service desk requests via email
 * have a 'catch-all' area where any email that can't be matched back to an existing contact in Cumulus will be parked so it can be managed.

@@ Line 116: / Line 116: @@
 ; Mark Messages Read?
-This checks for read messages and downloads them into the system. Note: This setting does ''not'' mark the emails as read on your mail server.  This option is not available for POP3.
+This checks for unread messages and downloads them into the system. Note: This setting does ''not'' mark the emails as read on your mail server.  This option is not available for POP3.
 ; Purge/Delete Mail?

@@ Line 125: / Line 125: @@
 {| class="wikitable"
 |+Read and Purge Settings Matrix
-|Settings Combination ||Behaviour
+|'''Settings Combination''' ||'''Behaviour'''
 |-
 |Mark Messages Read? = YES and Purge/Delete Mail? = YES || Check for unread messages only - If unread messasges are found, download email, create a new ticket and delete email. If message is read, skip, do not download - do not delete.

@@ Line 14: / Line 14: @@
 = Configuration =
 This section describes how to configure Cumulus to connect to a mailbox, download mail & create a ticket from each individual mail item.
 == Prerequisites ==
 The first step in the configuration is to set up a mail box for the inbound mail on your mail server. If you do not have a mailbox set up already for this purpose, you will need to create one. Talk to your system administrator for further assistance.
@@ Line 50: / Line 45: @@
 [[file:Mailbox-management.png|1200px|]]
-If you use multiple mailboxes for different types of queries in your business, you will need a mailbox configuration for each mailbox. For example, a company may want emails sent to accounts@mycompany.com.au to create tickets in an ''Accounts'' queue, while emails sent to  techsupport@mycompany.com.au will create tickets in the ''Support'' queue. Your systems administrator will have set up 2 mailboxes to enable this to happen. In Emersion, you will create a mailbox configuration for each mailbox.
+If you use multiple mailboxes for different types of queries in your business, you will need a mailbox configuration for each mailbox. For example, a company may want emails sent to accounts@mycompany.com.au to create tickets in an ''Accounts'' queue, while emails sent to techsupport@mycompany.com.au will create tickets in the ''Support'' queue. Your systems administrator will have set up 2 mailboxes to enable this to happen. In Emersion, you will create a mailbox configuration for each mailbox.
 Click on the ID of any mailbox configuration to view the settings.
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 ; Server
-The hostname of your mail server. E.g. outlook.office365.com or imap.gmail.com
+The hostname of your mail server. E.g. outlook.office365.com or imap.gmail.com.
 ; Protocol
-Select a protocol from the list.  If POP3 is chosen
+Select a protocol from the list.  If POP3 is chosen, some security settings will become unavailable to you due to the lack of support by the protocol itself.
 ; Folder
@@ Line 88: / Line 83: @@
 ; Check Interval
-This is in seconds and tells the system how frequently to check for new emails. 300 seconds (5 minutes) is the recommend setting. Emersion reserves the right to increase the frequency of this interval should a low setting cause a determental affect on system performance.
+This is in seconds and tells the system how frequently to check for new emails. 600 seconds (10 minutes) is the recommend setting. Emersion reserves the right to increase the frequency of this interval should it be set under 5 minutes.
 ; Username
@@ Line 124: / Line 119: @@
 ; Purge/Delete Mail?
-All mail is deleted from the mailbox once it is downloadad. This applies to both read and unread mail.
+All mail is deleted from the mailbox once it is downloaded. This applies to both read and unread mail.
 The following expectations should apply when different combinations of these last two settings are used.
-; 'Mark Messages Read? = YES and Purge/Delete Mail? = YES
+{| class="wikitable"
-Check for unread messages only - If unread messasges are found, download email, create a new ticket and delete email. If message is read, skip, do not download - do not delete.
+|+Read and Purge Settings Matrix
+|Settings Combination ||Behaviour
-; Mark Messages Read? = YES and Purge/Delete Mail? = NO
+|-
-Check for unread messages only - if unread found, download email/create note ticket/do not delete email. If message is read, skip, do not download - do not delete
+|Mark Messages Read? = YES and Purge/Delete Mail? = YES || Check for unread messages only - If unread messasges are found, download email, create a new ticket and delete email. If message is read, skip, do not download - do not delete.
+|-
-; Mark Messages Read? = NO and Purge/Delete Mail? = YES
+|Mark Messages Read? = YES and Purge/Delete Mail? = NO	|| Check for unread messages only - if unread found, download email/create note ticket/do not delete email. If message is read, skip, do not download - do not delete
-Download email, create ticket, delete ALL messages.
+|-
+|Mark Messages Read? = NO and Purge/Delete Mail? = YES	|| Download email, create ticket, delete ALL messages.
-; Mark Messages Read? = NO and Purge/Delete Mail? = NO
+|-
-Download email, create ticket. Do not delete.
+|Mark Messages Read? = NO and Purge/Delete Mail? = NO	|| Download email, create ticket. Do not delete.
 ==== Ticket Behaviour Settings ====
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 [[file: Mailbox-admin-powers.png]]

@@ Line 15: / Line 15: @@
 This section describes how to configure the service desk mailboxes can be used to retrieve mail from your mail server in order to create and update service desk tickets.
-== Set up a Mailbox ==
+== Prerequisites ==
 The first step in the configuration is to set up a mail box for the inbound mail on your mail server. If you do not have a mailbox set up already for this purpose, you will need to create one. Talk to your system administrator for further assistance.
@@ Line 42: / Line 43: @@
 [[file:Mailbox-management.png|1200px|]]

@@ Line 10: / Line 10: @@
 If you would like more information on the Service Desk Inbound Email extension, please contact Emersion Sales.
-Once the module is enabled for your service provider account, you will need to do some configuration to get it up and running.
+Once the module is enabled for your service provider account, you will need to perform some configuration to get it up and running.
 = Configuration =
@@ Line 42: / Line 36: @@
 Once you have your mailbox set up, you can configure Emersion to integrate with the mailbox.
-== Create New Mailbox ==
+== Mailbox Configurations ==
-This section describes how to configure the service desk mailboxes that are used to retrieve mail from your mail-server in order to create service desk tickets.
+[[file:Mailbox-management.png|1200px|]]