You can set up email settings for each ticket queue separately.
By default, the Service Desk is configured to use an internal SMTP server for sending ticket-related emails. You have an option to use an external SMTP server, however, you must configure it in the appliance network settings. For more information, see Change appliance network settings.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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On the Configuration panel, in the Email Configuration section, click Configure Service Desk Queue Email Settings. |
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A fully qualified email address for the server. Users typically do not reply to this address. If you want to allow users to reply to appliance email, specify an email address in the Alternate Email Address field. | |||
Support@mydomain.com | |||
Allow unrecognized users to create tickets. If this option is enabled in the queue configuration, any email sent to the Service Desk queue is allowed to set the Submitter field of a ticket. The sender is added to the appliance as a user with the User Console Only role. By default, this role has permission to create, view, and modify Service Desk tickets, and to interact with the appliance exclusively through the User Console. You can adjust the level of permissions associated with this and other roles, as applicable. For more information, see Setting up roles for user accounts. |
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Select and configure the method of receiving inbound email using the options in the Inbound Email Settings section. |
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Use SMTP Server for inbound emails: Select this option if you want to use an internal SMTP server for incoming email. You can specify the required credentials in the Outbound Email Setting section below. See 5. |
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Use POP3 Server for inbound emails: Select this option if you want to use a POP3 server for incoming email. Specify the following options: |
Click Test Connection to test your POP3 configuration. The Connection Test POP3 dialog box appears, showing several log messages, indicating the test result. If the test is successful, these messages, for example, indicate if the user account is authenticated, the number of unread messages, and the subject line of the most recent email. If the test fails, verify your configuration, and try again.
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Use IMAP Server for inbound emails: Select this option if you want to use an IMAP server for incoming email. Specify the following options: |
Click Test Connection to test your IMAP configuration. The Connection Test IMAP dialog box appears, showing several log messages, indicating the test result. If the test is successful, these messages, for example, indicate if the user account is authenticated, the number of unread messages, and the subject line of the most recent email. If the test fails, verify your configuration, and try again.
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Use Gmail for inbound emails: Select this option if you want to use Google Gmail for incoming email. Click Select Credential. |
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To create a new Google OAuth credential, click Add Credential. The Add Credential dialog box appears. Specify the required options, as applicable. For more details, see Add and edit Google Workspace credentials. |
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Use Office365 for inbound emails: Select this option if you want to use Office 365 for incoming email. Specify the following options: |
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Select the applicable Microsoft 365 API Service for your environment:
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If you want to use an external SMTP server for emails associated with this queue, use the settings in the Outbound Email Setting section. |
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Specify the hostname or IP address of an external SMTP server, such as smtp.gmail.com. External SMTP servers must allow anonymous (non-authenticated) outbound email transport. Ensure that your network policies allow the appliance to contact the SMTP server directly. In addition, the mail server must be configured to allow the relaying of email from the appliance without authentication. | |
Enter the username of an account that has access to the external SMTP server, such as your_account_name@gmail.com. | |
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Specify how you want to handle file attachments when emailing ticket details in the Outgoing Email Attachment Setting section. |
Select this option if you want to send files attached to the ticket instead of providing file links. | |
Specify the maximum file size of all file attachments that can be sent by email. |
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On the Service Desk Queue Email Settings page, in the Email on Events section, select the options for sending email when the specified events occur. Each column represents a type of Service Desk user (role) and each row represents a ticket event. |
The person who can approve or reject the ticket for processing. | |
One or more email addresses that are stored in the CC field of the ticket. | |
One or more email addresses that are stored in the CC List of the Category Value of the ticket. See Configure CC lists for ticket categories. | |
One or more owners of the ticket queue, as specified by the Owner label. This only applies to the New Ticket Via Email and New Ticket via Portal events. |
When a ticket event occurs, email is sent to the selected roles or users. For example, if you select the Any Change box in the Owner column, email is sent to the ticket owner whenever the ticket is changed. For the Comment and Ticket Closed triggers, email is sent immediately. For other ticket changes, however, email is sent every few minutes to prevent email overload.
The ticket's Owner field is changed. | |
The ticket's Status field is changed. | |
Information, attachments, or screen shots are added to the ticket's Comments section. The system sends email notifications for comments when users add comments and click Submit on the ticket form. When users add comments and click Save on the ticket form, however, only the Any Change notification is sent. | |
The ticket's Status field is changed to Closed. This event is used to present a Satisfaction Survey to submitters. See Using the Satisfaction Survey. | |
A user sends an email message to the Service Desk and a ticket is created. | |
A ticket is created through the User Console. |
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You can rename the Service Desk titles and labels used in the Administrator Console and User Console as needed.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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The text that appears on the component-level tab in the Administrator Console and on the tab in the User Console. The default is Service Desk. However, if you upgraded from an earlier version of the appliance, you might see Help Desk as the default. | |
The text that you want to display instead of Queue and Queues on the Service Desk Configuration page and on the Queue list in the Administrator Console. This text also appears as an option in the Choose Action menu and as a heading on the Ticket page in the User Console. | |
The text that you want to display instead of Ticket and Tickets on the Ticket tab and Ticket page in the Administrator Console. This text also appears on the Ticket page in the User Console. | |
The text that you want to display instead of Process and Processes on the Service Desk Configuration page and on the Process list in the Administrator Console. |
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You have administrator privileges in the Administrator Console.
Administrators can enable or disable the conflict warning dialog for each queue separately.
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Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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Display a dialog, to administrators and ticket owners, that summarizes conflicts between the changes they are submitting and the changes submitted concurrently by other users. When administrators and ticket owners click Save or Apply Changes on the Ticket Detail page, the dialog appears if other users have edited and saved the ticket while it was open for editing. This enables administrators and ticket owners to choose whether to discard their changes, or overwrite the changes made by other users if there are conflicts. |
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Each response template is associated to a specific ticket queue and belongs to the user that created it. You can select the applicable response template on the Ticket Detail page.
The template text supports the use of email tokens. Token values are dynamically updated using the field values from the ticket in which they are referenced. You can use the same tokens that are available in email templates. For more information, see Configure email templates.
1. |
a. |
Log in to the appliance Administrator Console, https://appliance_hostname/admin. Or, if the Show organization menu in admin header option is enabled in the appliance General Settings, select an organization in the drop-down list in the top-right corner of the page next to the login information. |
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NOTE: Those queue owners who do not have access to the Queues configuration pages can access the Response Templates page by clicking the Manage link that appears just above the Predefined Response option in the Ticket Detail page. |
The name of the response template. This name appears available for selection in the Predefined Response field when you want to configure an automated response to applicable Service Desk tickets. | |
The contents of the response message. This field supports plain text and tokens. |
You can use a response template as a predefined response to a Service Desk ticket inquiry. For more information, see Add comments to tickets.
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