If you are using Microsoft Exchange Server, see the Microsoft documentation on transport rules.
2. |
Optional: Create a Virtual SMTP server. This is not necessary if you have an SMTP server. |
3. |
4. |
Select Administrative Groups > Connectors > appliance_HelpDesk to display the appliance_HelpDesk Properties page. |
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9. |
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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. |
10. |
11. |
12. |
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.
You can configure the appliance network settings to use the internal SMTP email server.
1. |
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If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel. |
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If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel. |
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3. |
In the Email Configuration section, clear the Enable SMTP Server check box. This setting refers to an external SMTP server. |
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5. |
The internal SMTP server is set to process outgoing email. For information about configuring SMTP settings for queues, see Create and configure POP3 email accounts.
2. |
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If the Organization component is not enabled on the appliance, log in to the appliance Administrator Console, https://appliance_hostname/admin, then select Settings > Control Panel. |
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If the Organization component is enabled on the appliance, log in to the appliance System Administration Console, https://appliance_hostname/system, or select System in the drop-down list in the top-right corner of the page, then select Settings > Control Panel. |
3. |
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To use an external SMTP server, select Enable SMTP Server in the Email Configuration section, then specify SMTP server options: |
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. If you specify an IP address, enclose the address in brackets. For example [10.10.10.10]. | |
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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b. |
In the Connection Test SMTP dialog box that appears, type the email address to which you want to send a test email using the newly configured SMTP server, and click Send Test Email. |
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Optional: To configure a different SMTP or POP3 server for each queue, go to the Configure Service Desk Queue Email Settings page: |
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b. |
On the Configuration panel, in the Email Configuration section, click Configure Service Desk Queue Email Settings. |
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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. |
a. |
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. | |
8. |
TIP: By default, the appliance accepts Service Desk email only when the sender’s email address matches a user account on the appliance. To change this setting, see the setting, Accept email from unknown users in the section Configuring Service Desk ticket queues. |
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