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 > K1000_HelpDesk to display the K1000_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, K1000 email is filtered first, and no K1000 email inadvertently leaves the network. |
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Your email server is now connected to the K1000 appliance.
The K1000 Management Appliance includes an internal SMTP server. If most of the email traffic coming to the K1000 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 K1000 Management Appliance to use this server. See Use an external SMTP server or Secure SMTP server.
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