Service Desk/Mailbox Configuration
Contents
Overview
Service Desk Inbound Email is an optional extension to the Service Desk module. It provides the ability for service providers to:
- create new service desk requests via email
- update service desk request updates via email
- have a 'catch-all' area where any email that can't be matched back to contact will be parked so it can be managed.
This extension handles inbound email only. A different extension handles outbound email notifications for the Service Desk.
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 perform some configuration to get it up and running.
Configuration
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
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.
! IMPORTANT ! This facility is not to be used for collecting network operations emails, outage notifications and other such NOC-based alerts. If it is discovered you are attempting to parse these types of emails, Emersion reserves the right to disable your inbound email extension without notice.
Supported Protocols
Emersion supports both POP & IMAP mail server protocols using the default ports. However we strongly recommend the use of the IMAP protocol given its increased flexibility. Your system administrator will advise which protocols are available to use.
Although most POP email apps have an setting to allow users to leave mail on server after downloading it, this is not the default setting. Unless manually configured otherwise, POP will typically:
- Connect to the mail server
- Download all email messages to the local PC or device
- Mark them as new (unread) messages
- Delete them from the server
- Disconnect from the mail server.
IMAP provides more features to typical mailbox operations. ######### You will see these options come into play later on.
Once you have your mailbox set up, you can configure Emersion to integrate with the mailbox.
Mailbox Configurations
This page gives service providers the ability to configure the system to integrate with the mailbox on your server. To access this page:
NAV: Service Desk > Manage Mailboxes
