The following rules are applied to email notifications:
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When tickets are submitted or modified through the Administrator Console or User Console, the ticket submitter does not receive an email confirmation, unless New Ticket Via Portall is selected for the Submitter in the Email on Events section on the Service Desk Queue Email Settings page (for more information about queue-specific email settings, see Configure email triggers). Other users associated with the ticket, such as the Owner, Approver, CC List, and Category CC, receive email notifications as specified in the Email on Events section of the Queue Detail page. See Configuring email triggers and email templates for complete details. |
For more information about Ticket Rules, see Using Ticket Rules.
Many of the more complex Ticket Rules, such as modifying the behavior of email notifications, are published on the Quest Support site, https://support.quest.com/contact-support.
You can configure the appliance to receive email from POP3 servers.
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Optional. Configure Service Desk email preferences. See Configure email preferences. |
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You can create and configure POP3 email accounts for use by the Service Desk users and staff.
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Configure DefaultTicketOwners@mydomain.com as the Service Desk staff email alias, and add all of your Service Desk staff email addresses to it. This is the general-purpose email alias that your Service Desk staff uses to communicate with each other. |
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If you want to use an external SMTP server used by the appliance, configure it on the Network Settings page in the System Administration Console. See Change appliance network settings. |
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