For details on changing tickets by email, see Creating and managing tickets by email. For a list of the fields used to change the approval fields, see Changing ticket approval fields using email.
You can configure your Service Desk to use SMTP email servers.
For instructions on setting up a POP3 email server, see Configuring email settings.
If you are using Microsoft Exchange Server, see the Microsoft documentation on transport rules.
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Optional: Create a Virtual SMTP server. This is not necessary if you have an SMTP server. |
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Select Administrative Groups > Connectors > appliance_HelpDesk to display the appliance_HelpDesk Properties page. |
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Type: SMTP |
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Cost: Set this to one level above the other connectors. That way, appliance email is filtered first, and no appliance email inadvertently leaves the network. |
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Your email server is now connected to the appliance.
The appliance includes an internal SMTP server. If most of the email traffic coming to the appliance is from and to your Service Desk staff, it might make sense to use this internal server. To set it up, see Use the internal SMTP server.
If all of your email must go through a specific external SMTP server, direct the appliance to use this server. See Use an external SMTP server or Secure SMTP server.
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