Connecting the KACE Service Desk to "cloud" email services (4323389)

1. Ensure that the Kace SMA appliance can send/receive emails.

Perform an "email send" test. This reflects proper settings in the "Network Configuration." To perform this test go to Settings | Support  | Troubleshooting Tools. Under Troubleshooting Utilities choose email sending, set a recipient, and click test. Look at the result carefully for success or errors. For additional information on troubleshooting this please review KB 111730

2. Ensure that the needed ports are available to send/receive KACE emails in the network. The Kace SMA can be configured to use POP3 (port 110) or POP3 w/SSL (port 995) to pull down emails from a POP3 server and create tickets. For additional information on ports in the appliance please review KB 111775 

3. Confirm that the "ALT EMAIL" on the queue matches the POP/SMTP username.

4. Confirm that the Username is a full email address that exists as a mailbox on the POP/SMTP server.

5. Confirm that the password is correct (including special characters) for authentication to the cloud based email service. When using special characters, in the password, change the password to not use special characters and attempt to "test" the connection this way. Some special characters may not connect correctly to the cloud email services from the Kace SMA appliance. 

6. Verify the correct settings and information from the cloud email services provider for the Kace SMA appliance. These are the settings that KACE cannot provide you. These are the configuration settings from the cloud email provider.

• POP3 Server
• POP3 Username
• SMTP Server
• SMTP Username

7. Verify that the POP3 credentials entered into the Kace SMA Service Desk Queue are the correct ones needed to log into the cloud email services.
If these credentials do not match the queue that tickets need to be created in, it will not work. Additionally, connecting the incorrect cloud services email credentials to an unintended queue could potentially generate tickets in that undesired queue.

*Special Note* The KACE Appliance does NOT use IMAP (Internet Message Access Protocol) protocols for mail, only POP3 (Post Office Protocol)

If these items have been verified and the issue still exists where the Kace SMA Service Desk is not connecting to the cloud based email services, please contact KACE technical support for assistance.

Additional resources for review:

Setting up Microsoft Exchange to send email to the Kace SMA KB 111729

Configuring the Kace SMA Appliance for email connectivity to Office 365 KB 114347

How to set up the Kace SMA Help Desk to use GMAIL KB 132691

Note: When testing the Service Desk functionality please use a different user account for the Submitter, Owner, Ticket CC, Category CC. This will allow you to view the full email flow.

For example: If you are testing the email notification after a comment is added to the ticket, you need to login to the appliance with a different account to add the comment and not the same one used to submit the ticket. The Kace SMA is not going to send you a notification if you are modifying your own ticket.