There are several techniques that can be employed when sending mail to your Kace SMA appliance. This article will highlight a couple of them. If you have a method that is working that is not listed here then please share it with us.
It is important to note that the Kace SMA has its own internal SMTP server.
It is possible for email to be delivered internally, within your Organization, without the need for MX records. The reason is that your own SMTP servers can resolve the delivery request with just an A (Host) DNS record.
For example, suppose you have two SMTP servers, Exchange and the Kace SMA. Active Directory will need to have DNS A (Host) records for these servers. So when mail is sent to the corporate SMTP mailbox to guy@kace.company.com, Exchange queries Active Directory for guy's mailbox - answers Kace SMA, then it queries DNS for the IP address of the Kace SMA appliance. Now it can deliver email to the Kace SMA appliance. No MX records are required for this scenario
There would also need to be routing instructions to deliver to kace.company.com. Very simply the host kace.company.com must be resolvable by the DNS server that your Domino server uses. A simple test would be can you correctly ping that name from the Domino server?
From Domino's perspective it is the same as delivering mail to the Internet but logically what happens is it gets delivered to your local Kace SMA appliance.
In this way even external users can send mail to the Kace SMA appliance because they still address their mail to your regular company.com address. Any mail that comes from the K1000 appliance can be set to appear to be coming from helpdesk@company.com by putting this value (ie helpdesk@company.com) in the "Alt. email address" field for your helpdesk queue.
The prefix of the "Alt. email address" (ie. helpdesk) must match the prefix of the specials users' email address (ie helpdesk@company.com)
E..g
>telnet kace.mycompany.com 25 >EHLO mycompany.com >MAIL FROM:<admin@mycompany.com> >RCPT TO:<helpdesk@kace.mycompany.com> >DATA >Test data here .Every step should work.
This technique works only with Microsoft Exchange and works best if you use another provider to deliver your mail.
This technique is covered in the doc titled "Setting up Exchange to Route Mail to another Host"
NOTE: POP3 Server must be disabled in Network Settings in order for this to work.
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.
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