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Emails

Emails are used for sending and receiving notifications when any event occurs. This can be achieved by configuring the email server in the ServiceOps Portal.

The benefits of setting up the email server are:

  • Requesters can create requests using the email.
  • ServiceOps can send Email Notifications and Announcements.

Whether self-hosted or cloud-hosted, you can add any email address to the system using the email protocols like: SMTP, MAPI, POP3, and IMAP.

To view the Emails sub-menu, navigate to Admin > Support Channel > Emails.

Emails Menu
Emails Menu

It consists of three tabs:

Outgoing Email Servers

This enables you to configure the email address from which system will send the email notifications. You can have multiple Outgoing Email servers.

To create a new server, click on the Add Outgoing Email Servers button at the top-right corner of the page, and a side popup appears.

Note: The server configuration information is available with your email service provider.
Add Outgoing Email Server
Add Outgoing Email Server

Enter the following details:

Parameters Description
Name Enter the name of the email server.
Server Enter the IMAP address of the server.
Protocol Select the protocol that the email server supports. The options are: SMTP and MAPI.
Port Enter the port number of the email server.
Security Type Select the type of security that the email server supports. The options are: None, SSL and TLS.
Email Enter the email address.
Authentication Enable the flag if you want the user to authenticate to the server while logging in.
Username Enter the username of the server to login.
Password Enter the password of the email address.
Reply-To email Enter the email address for replying over the email.
Sender Name Enter the name of the sender.
Enabled Toggle the switch to enable or disable the server.
Primary Enable if you want to use this server as primary for sending emails.

Once done, click the Test Connection button to verify whether the email server is connected. Click Save to add the Outgoing Email Server.

Incoming Email Servers

This enables you to configure the email address from which the system will receive email notifications. You can have multiple incoming email servers.

To create a new server, click on the Add Incoming Email Servers button at the top-right corner of the page, and a side popup appears.

Note: The server configuration information is available with your email service provider.
Add Incoming Email Server button
Add Incoming Email Server button
Configuring Incoming Email Server in ServiceOps
Configuring Incoming Email Server in ServiceOps

Enter the following details:

Parameters Description
Name Enter the name of the email server.
Server Enter the IMAP address of the server.
Protocol Select the protocol that the email server supports. The options are: IMAP, MAPI, and POP3.
Port (for IMAP) Enter the port number of the email server.
Security Type (for IMAP) Select the type of security that the email server supports. The options are: None, SSL and TLS.
Technician Group Select the technician group that should be assigned when a new request is created via the email.
Company Select the company that should be assigned to the request when created via email.

Note: This field is available only if Managed Services Provider feature is enabled.
Email Auth Type Select the type of authentication that you want to use. The options are:

  • Basic Auth: If selected, enter the email address and password details.
  • OAuth: If selected, enter the email address, password, Client ID, Tenant ID, Client Secret (for MAPI protocol), and Authorization URL. These details can be retrieved from the application created in the Azure portal. To know more details about configuring the Microsoft Azure as an authentication server, refer to the link Configuring Microsoft Azure for OAuth.
Email Enter the email address.
Password Enter the password of the email address.
Enabled Toggle the switch to enable or disable the server.
Primary Enable if you want to use this server as primary for receiving the emails.
Outgoing Email Severs Enable if you want to set the outgoing email server.
Outgoing Email Select the outgoing email server from the dropdown. The list displays the servers added in the Outgoing Email Servers section.
Filter Type Select whether to allow or ignore the emails received.
Emails Add the email addresses that should be evaluated based on the filter type selected.
Domains Add the domains that should be evaluated based on the filter type. For example: yahoo.com.
Keywords Add the keywords that should be evaluated based on the filter type. The system will look for keywords in the email subject and body.

Once done, click the Test Connection button to verify whether the email server is connected. Click Save to add the Incoming Email Server.

See Also:
Additional Information (Primary Email): Suppose Mr. Sam is sending an email to request@motadataservice.com to create a request from his email address sam@example.com. The system will communicate with Sam from request@motadataservice.com only. Later in some stage, if request@motadataservice.com does not work. In this case, the system will look for the primary email address. For further communication, the system will use the primary email address until request@motadataservice.com comes up again.

Email Preference

This tab enables you to set the email configurations. The settings are:

  • Enable Email to Ticket: Allow users to create a new request by sending an email. If enabled, a requester can send an email on the email address configured in the Incoming Email Server. The subject of the email will become the Subject of the Request and the Content will become the Request Description.
  • Use ‘Reply-To’ email address to create Requester?: If the requester has configured a ‘reply-to’ email address, the system will create the requester account using the ‘reply-to’ address. Else, the system will create the requester using from email address.
  • For forwarded emails by Technicians, consider original sender as Requester: If the ticket is in the form of a forwarded email by a technician, enabling this flag will consider the original sender as the Requester.
Email Preference
Email Preference