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    • HERMES 10.6.8 Release Notes
      • 10.6.8.14379 AUG 24 MR Release Notes
      • 10.6.8.14627 SEPT 24 MR Release Notes
      • 10.6.8.14701 OCT 24 MR Release Notes
      • 10.6.8.14800 OCT 24 2 MR Release Notes
      • 10.6.8.14879 NOV 24 MR Release Notes
      • 10.6.8.14901 N0V 24 2 MR Release Notes
      • 10.6.8.15038 DEC 24 MR Release Notes
      • 10.6.8.15097 JAN 25 MR Release Notes
      • 10.6.8.15121 JAN 2 25 MR Release Notes
      • 10.6.8.15289 FEB 25 MR Release Notes
      • 10.6.8.15348 FEB 2 25 MR Release Notes
      • 10.6.8.15509 MAR 25 MR Release Notes
      • 10.6.8.15572 APRIL 25 MR Release Notes
    • HERMES 10.6.9 RC Release Notes
      • 10.6.9.14735 OCT 24 RC Release Notes
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          • Add Notes - Updating Your Tickets
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        • Overview of CTI in Alemba Service Manager
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      • Sending Ad-Hoc Surveys
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        • Viewing your Request Workload
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          • Specifying Usage Criteria
        • Managing your Service Portfolio
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        • Options in the CMDB Items Explorer Pane
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        • SLM - Managing Agreements
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      • Configuring AI Ops
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        • Part 1 - Building the Workflows
        • Part 2 - Defining Workflow Criteria Rules
          • Defining Call Fields for IPK Rules
        • Part 3 - Assigning Workflows to Rules
        • Configuring Call Auto Close Rules
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      • The Bulletin Board
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  • SetUp & Configure ASM
    • Licensing
      • Licensing model
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      • HERMES Installation Guide
        • HERMES Prerequisites
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      • Installation Guide for Syncfusion Dashboards
        • Part 1-Syncfusion Dashboard Server Installation
        • Part 2-Syncfusion Server Check HTTPS Binding has been Configured
        • Part 3-Syncfusion Server User Management Server (UMS) Configuration
        • Part 4-Syncfusion Server Configure the Dashboard Server
        • Part 5-Syncfusion Server Patching the Scheduler Service
      • Upgrading from vFire 9.2 or Below
      • Installing and upgrading on Multiple Web Servers
      • Patching where downloading files is not possible
        • Installation Using Setup.exe
      • Configuring external network access to ASM
      • About the Polling Services
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    • Setting Up your System
      • On-Premise: System Console Configuration Settings
      • Logging in as Administrator
      • ASM Nano
        • Enabling Nano
        • Request Phases
      • Setup IM (Internal Messaging)
      • Setup Email
        • Setting Up Incoming and Outgoing Email
          • Email Server Configuration
          • Methods of Authentication for Mail Servers
          • Incoming Email
            • Recognized Incoming Email Subject Headings
            • Incoming POP3, and IMAP Email Server Settings
            • Incoming Email via API
            • How the Logging Analyst is Determined on an Incoming Email
          • Outgoing SMTP Email Server Settings
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          • Configure Azure MS Graph API
          • Configuring Exchange Web Services (EWS)
            • Prerequisites
              • Web Redirect URL Configuration
              • Creating an Azure Client Secret
            • EWS - Configure Outgoing Email
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        • Mail Message Access (MMA)
      • Setup Chat
    • Configuring your System
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      • ASM Solutions
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      • Configuration Post Go-Live
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      • Configuration Post Go-Live using SDLC
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      • Configuring Screens
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          • Configuring Fields
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          • Screen Widgets
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        • Dynamic Screens
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        • Configuring Button Labels
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      • Customizing Options for the Self Service Portal
        • Add Me: Set up "Add-Me" for Subscribing to or Following Issues
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      • System Administration Settings
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        • System Settings Menu
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        • Security
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        • Security Roles
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            • Admin Tab
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          • IPK Management Security Roles
            • IPK Management Role: Options Tab
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          • Workflow Management Security Roles
            • Workflow Management Security Role: Shared Tab
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            • Workflow Management Security Role: Request Screen Sets Tab
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            • Workflow Management Security Role: User Approval Screen Sets Tab
            • Workflow Management Security Role: External Supplier Screen Sets Tab
            • Workflow Management Security Role: Closure Task Screen Sets Tab
            • Workflow Management Security Role: Forms Tab
            • Workflow Management Security Role: Template Tab
            • Workflow Management Security Role: Request Quick Launch Tab
            • Workflow Management Security Role: Task Quick Launch Tab
          • Configuration Management Security Roles
            • Configuration Management Security Role: CMDB Items Tab
            • Configuration Management Security Role: People Tab
            • Configuration Management Security Roles: Organizations Tab
            • Configuration Management Security Role: Locations Tab
            • Configuration Management Security Role: Contracts Tab
            • Configuration Management Security Role: Subscriber Groups Tab
            • Configuration Management Security Role: Cost Centers Tab
            • Configuration Management Security Role: Jurisdictions Tab
            • Configuration Management Security Role: Forms Tab
          • Service Level Management Security Roles
            • Service Level Management Security Role: Options Tab
            • Service Level Management Security Role: Forms Tab
          • Availability Management Security Roles
          • Knowledge Management Security Roles
            • Knowledge Management Security Role: Options Tab
            • Knowledge Management Security Role: Content Access Tab
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          • Bulletin Board Security Roles
          • Dashboard Management Security Role
          • Integration Security Role
        • IPK and Workflow
          • Incident, Problem & Known Error (IPK) Management
            • Configuring IPK Settings
            • IPK Settings (Partitioned)
            • Action Type
            • Call Attributes
            • Call History Types
            • Call Impact
            • Call Physical Statuses
            • Call Priority
            • Call Screen Sets
            • Stakeholder Roles
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            • Closure Groups
            • Custom Call Profiles
            • User Survey
            • User Survey Screen Set
            • IPK classes
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            • IPK Statuses
            • Link Stream/Status to Call Screen Set
            • Link Type/Stream/Status to Call Screen Set
            • Link Screen Set to Reasons
            • Link Type to Reason
            • Limit Type by IPK Status
            • Link Type to Call Screen Set
            • Priority Matrix
            • Quick Forms
            • Quick Solutions
            • Reasons
            • Call Scripts: Scripting
            • Type Tiers
          • Workflow Management
            • Workflow Management Settings
            • Workflow Attributes
            • Approval Types
            • Request Action Types
            • Request Implementation Profiles
            • Request Implementation States
            • Request Link Types
            • Request Physical Statuses
            • Request Phases (Nano)
            • Request Priority
            • Request Risks
              • Request Risk Assessment
              • Request Impact
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            • Screen Sets for Requests, Tasks and Approvals
            • Request Stakeholder Roles
            • Request Completion Statuses
            • Request Types
            • Task Action Types
            • Task Phases
            • Task Physical Statuses
            • Task Priority
            • Task Status Titles
            • Task Types
            • Workflow Management History Types
            • Request History Filters
            • Workflow Processes
            • Workflow Export and Import - Workflow Porting
            • Linking Approval Screens to Partitions
        • Service Level Management
          • SLM Settings
          • Agreement Attributes
          • Agreement Selection Priority
          • CMDB Selection Priority
          • Agreement Stakeholder Roles
          • Agreement Statuses
          • Exclusion Reasons
          • Agreement Types
          • Event Activity Types
          • Agreement Matrices
          • Measurement Types
          • Payment Types
        • CMDB (Configuration Management Database)
          • CMDB Settings
          • CMDB Service Levels
          • CMDB Item Classes
          • CMDB Item Criticality
          • CMDB Item Physical Statuses
          • CMDB Item Types
          • CMDB Link Status
          • CMDB Link Types
          • Contract Support Type
          • Contract Types
          • Cost Center Category
          • Custom CMDB Profiles
          • Person Profile
          • External Contact Type
          • User VIP Statuses
          • Disposal Methods
          • Financial Statuses
          • Financial Category
          • Freeze Statuses
          • Link Manufacturer to Model Type
          • Manufacturers
          • Model Types
          • Organization Profiles
          • External Supplier Statuses
          • Purchase Method
          • Service Link Types
          • Service Portfolio Statuses
          • Service Cost Types
          • Service Periods
          • Asset Management - Asset Lifecycle Status
          • Asset Management - License Type
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          • Self Service Portal Display Categories
          • Stakeholder Roles
          • Auditing Configuration Items
        • Availability
          • Configuring Availability Management
          • Outage Types
          • Schedule Definition
        • Depreciation
          • Batch Run Parameters
          • Depreciation by CMDB Item Type
          • Depreciation Methods
          • Depreciation Schedules
        • Knowledge Bank
          • Knowledge Bank Settings
          • Knowledge Base Types
          • Knowledge Entry Types
          • Knowledge Profiles
          • Knowledge Ratings
          • Knowledge Statuses
          • Knowledge Document Import
        • Bulletin Board
          • Configuring the Bulletin Board
          • Bulletin Board Priorities
          • Bulletin Stakeholder Roles
        • Text Retrieval
          • Common Words
          • Keywords
          • Synonyms
        • Analytics
          • Analytics Settings
          • Classic Syncfusion Dashboard Server Configuration
        • Self Service Portal
          • Self Service Portal Settings
          • Self Service Portal Settings (Partitioned)
          • Self Service Portal Roles
            • Options Tab
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            • Content Access Tab
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            • Call Templates Tab
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            • Dashboard Management Tab
          • Self Service Portal Systems
          • Self Service Portal My Options
          • Self Service Portal Tables
          • Service Order Status Titles
          • Question Mappings
          • Catalog Promoted Items
          • Suggested Knowledge in the Self Service Portal
          • Creating Custom Pages
          • Link Organization to Portal Key
        • Nano
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          • Settings
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      • Workflow Template Administration
        • Basic Process for Building a Workflow
          • Task List for Workflow (Request Template) Creation
            • Create a Service Action and Attach a Workflow to it
        • Managing Tasks - Adding Tasks to the Dependency Diagram
          • About Tasks - General
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            • Defining Request Start Details
            • Creating a Standard Task
            • Create Request Task
            • Creating an Approval Task
            • Creating a User Approval Task
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              • Defining a Dependency Rule
              • Defining Dependency Actions
            • Creating a Messaging Task
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            • Creating a Manage CMDB Task
              • Recursive CMDB Task
              • Adding Transactions to a Manage CMDB task
              • Asset Management Transactions in a Manage CMDB Task
              • Mapping Fields to be Updated by a Transaction
            • Creating an Outbound Action Task
            • Creating an SLM Start Clock/Stop Clock Task
            • Creating an External Supplier Task
            • Creating a Run External Procedure Tasks
            • Creating a Change Window Task
            • Creating a Closure Task
            • Creating an Activation Task
        • Component Workflows
        • Setting Up Amendable Requests
        • Troubleshooting Workflow and Service Action Linking
        • Sharing Parent Request Items with Child Requests
    • Dashboards and Reporting
      • Dashboard Configuration and User Learning Guide
      • Descriptions of Default Reports and Dashboards (SDI Classifications)
        • 8.3 Number of Incidents and Service Requests
        • 8.4 Average Time to Respond
        • 8.6 Average time to resolve incidents or fulfill service requests
        • 8.7 First Contact Incident Resolution and Request Fulfilment Rate
        • 8.8 First Level Incident Resolution and Request Fulfillment Rate
        • 8.9 Reopned Incident Rate
        • 8.10 Backlog Management
        • 8.11 Percentage of hierarchic escalations
        • 8.21 Percentage of Functional Escalations copy
        • 8.23 Average incident resolution time by priority
        • 8.24 Average request fulfilment time by priority
        • 8.25 Average resolution time by incident category
        • 8.26 Average fulfilment time by service request type
        • 8.27 Comparison of service level targets to performance
        • 8.28 Service Desk Knowledge Usage
        • 8.29 Customer Facing Knowledge Usage
        • 8.30 Service Desk Knowledge Quality and effectiveness
        • 8.31 Customer facing knowledge quality and effectiveness
        • 8.33 Monitoring Incidents caused by changes measured against target
        • 8.34 Total cost of service delivery
        • 8.35 Average cost per incident by channel
        • 8.36 Average cost per service request by channel
        • 8.43 Problem records created through proactive problem management
        • 8.44 Incident reduction through problem management
      • Install SDI Reporting Pack
      • Dashboards and Reports (.sydx Files)
      • Connecting to Other Data Sources
      • Sample SQL Queries
      • Migrating your Syncfusion Dashboards to a New Server
    • FAQ
      • Limited Support/End of Life Capabilities
        • Configuration Portability
          • Overview & Best Practices
          • Porting Configuration Data
          • Viewing the Export and Import Logs
        • Server Console
          • Accessing the Server Console
          • Creating a New ASM System
          • Server Console system tasks
          • Customization nodes
          • SQL Server and Table Ownership
          • Updating Scripts
          • ASM Core Registry Keys
        • Concurrent Licensing
          • License Corrals
        • Alemba Classic API
          • Programming with the Classic API
            • WCF Client
          • Code Examples
          • Return Values
          • API Message Types
          • API Lookups
          • API Transactions
            • Availability Transactions
            • Call Transactions
            • CMDB Item Transactions
            • Contract Transactions
            • Cost Center Transactions
            • Jurisdiction Transactions
            • Location Transactions
            • Organization Transactions
            • Person Transactions
            • Subscriber Group Transactions
            • Knowledge Transactions
            • Bulletin Transactions
            • System Transactions
              • Session Transactions
              • Add Note Transactions
              • Attribute Transactions
              • Development Transactions
              • Message Transactions
              • Object Transactions
              • Stakeholder Transactions
            • Workflow Transactions
              • Workflow (Request) Transactions
              • Task Transactions
          • API Classes
          • API WSTester Application
      • Configuration or Customization
  • Integrate
    • Integration Overview
    • Managing Integration
      • Setting Up the Integration Platform
        • Defining Connectors
        • Defining Sources
        • Configuring an Integration Source
        • Resource Mapping
        • Defining Property Transforms
        • Defining Profile Maps
        • Defining Resolution Rules
        • Defining Link Type Mapping
      • Single Sign-On using SAML
        • Integrated Security vs. Single Sign On
        • Technical and Access Requirements
        • Configuring ASM for Single Sign-On
        • Importing Identity Provider Metadata
        • Service Provider Signing Certificate
        • Configuring the Service Provider
        • Exporting Service Provider Metadata
        • Importing Service Provider metadata into the Identity Provider
        • SSO Troubleshooting
        • SSL Binding
        • Creating a Self Signed Certificate
        • Extending the Single Sign-On Connector
      • Configuring Azure Active Directory discovery
      • Azure Multi-factor Authentication
      • Viewing Integration Activity
        • Viewing Integration Log
      • Connectors to ASM Core
        • Connector Matrix
        • Installing Connectors
        • CMDB Connectors
          • Altiris Network Discovery Connector
          • CA Cohesion Connector
          • Centennial Discovery/FrontRange Connector
          • EMC Smarts NCM Connector
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          • LANDESK Connector
          • Microsoft Azure Connector
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          • Snow Connector
          • SolarWinds Connector
          • VMware Application Discovery Manager Connector
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          • VMware vCloud Director Connector
          • vRealize Orchestrator Connector
        • LDAP Connectors to ASM Core
          • Microsoft Active Directory Server Connector
          • Novell eDirectory Server Connector
        • Generic Connectors to ASM Core
          • Email Event Connector
          • External Process Connector
          • Stored Procedure Connector
          • ASM to ASM Connector
          • Jira Connector
            • Developer Notes for the Jira ICNF
          • CSV File Connector
          • MS Azure DevOps Connector
          • Connector Suite for MS SQL Server Tables
          • Resource Databases Connector
            • Tutorial for Configuring the Database Resources Connector
        • Microsoft Alemba ITSM Connector
      • Build your Own Connector
        • Microsoft Entra ID (Azure Active Directory) - Connector Builder
        • Microsoft Intune - Connector Builder
      • Managing the Federated CMDB
        • Managing Scheduled Integration Scans
        • Auditing Configuration Items
      • Managing External Resources
      • Selecting Fields for Mapping
      • Managing Inbound and Outbound Actions
        • Configuring Inbound and Outbound Actions
          • Configuring Outbound Actions
            • Using Outbound Actions
          • Configuring Inbound Actions
        • Inbound or Outbound Action Source Parameters
      • Managing Events
        • Configuring Event Management
          • Event Management Source Parameters
          • Viewing Event Types
          • Managing Event Type Mappings
        • Using Events
      • Webhooks
        • Webhook Payloads
      • Canvas App Widgets
      • Microsoft Teams Chat Integration
      • Microsoft Project Integration
      • Connector Diagnostics
    • API's
      • Alemba RestFul API
        • Alemba API Architecture
        • Installing the Alemba API
        • Logging In to the Alemba API Explorer
        • Navigating the Alemba API Explorer
        • Alemba API Programmers’ Guide
        • Alemba API Programmers' Cookbook
          • Recipes
        • Alemba API Related Database Tables
        • Using API Reporting Views
        • Authentication
          • Configuring Authentication for the Alemba API
          • Configuring Windows Authentication for the Alemba API
          • Configuring Single Sign On using SAML for the Alemba API
      • Azure/ Web API/Logic Apps
      • ASM API Quick Reference Guide
        • Getting Started: The ClientId
        • Postman for Testing
        • Search for Existing Calls
        • Locking and Updating Calls
        • Creating New Calls
  • Earlier Versions of ASM
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  1. SetUp & Configure ASM
  2. Setting Up your System
  3. Setup Email
  4. Setting Up Incoming and Outgoing Email
  5. Incoming Email

Incoming POP3, and IMAP Email Server Settings

PreviousRecognized Incoming Email Subject HeadingsNextIncoming Email via API

Last updated 2 months ago

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MAPI is no longer supported from ASM version EOS (10.5).

When an incoming email is received the sending email address is checked against person records for a matching email. If a matching email address is found, that person record is used as the person performing the action, such as logging a new call, updating existing call, task or request, or closing a call or task.

If multiple Person records have the same email address, the first Person record found is used.

POP3 Incoming Mail Server Parameters

You can set the following options to configure incoming email for POP3:

  • Name Type the name of the incoming email system you are adding or editing. This must be unique

  • Protocol This is a read-only field displaying the email protocol for this email server account.

  • Server Specify the address used to connect to the POP3 server.

  • Port Number Type the port number on the mail server to which ASM Core must connect. The standard POP3 port is 110, which is the default setting.

  • Login ID and Password Type the username and password required to connect to the mail server. Ensure that this account is set up on the mail server otherwise ASM Core will not be able to receive incoming mail.

  • Active Select this option to activate this email account in the system so that it can be used. If this option is cleared, ASM Core will not poll this system for incoming mail.

  • Use TLS/SSL Select this option to specify that any communications sent by this mail server should be SSL (Secure Socket Layer). This option must be selected if you are using Microsoft Exchange 365.

  • Max Messages per Session Specify the number of messages that will be deleted in the current POP3 email server before disconnecting and reconnecting.

  • Mailbox Authentication Methods Select the authentication method that must be used for this mail server account. Selecting Automatically select Authentication Method allows ASM Core to select the most secure method of authentication supported by the server. Clearing Automatically select Authentication Method allows you to specify the authentication method(s). Some may not apply to the protocol. If ASM Core detects that the specified method is not applicable to the server, it will apply another one. If you clear Automatically select Authentication Method and do not select an authentication method, no authentication will be used.

  • Ignore Mail Server Report Messages Select this option to ignore auto-reply emails with content-type: multipart/report to prevent bounce-back messages causing a mail loop.

  • Ignore On Blank Return Path Select this option to ignore emails that have a blank return path in the email header to prevent bounce-back messages causing a mail loop.

  • Call Template Select the call template to be used when a call is logged from an incoming email originating from this mail server. The details specified in the template are used to populate the fields of the call. This list only displays call templates for which an Analyst or group has been assigned, to ensure that any call logged as a result of an incoming email is forwarded to an Analyst or group in the system.

  • Default Logging Analyst Specify the Analyst to be used as the Logging Analyst of any call logged by incoming email when either the Use Linked Analyst option is cleared or the Use Linked Analyst option is selected but the email was sent from a User only (that is, a person flagged as a User but not as an Analyst). Template Person records cannot be set as the Default Logging Analyst. If you leave this field blank, the logging Analyst will be the person who sent the email. Refer to the notes on how a logging Analyst is determined for more details.

  • Use Linked Analyst Select this option if you want the Analyst who sent the email logging the call to be the Logging Analyst. If the person who sent the email is flagged only as a User, the logging Analyst will be the Analyst specified in the Default Logging Analyst field. If this option is cleared, the logging Analyst of any call generated from this incoming email server will be the Analyst specified in the Default Logging Analyst field. If you want the logging Analyst to always be the one specified in the Default Logging Analyst field, clear Use Linked Analyst for this incoming email account. Refer to the notes on how a logging Analyst is determined for more details.

  • Send Auto Reply Select this option if you want an automatically generated email response to be sent to any person who sends an email to this email server (for example, to log a call).

  • Log New Call on Invalid Number Select this option if you want a new call to be logged whenever the email server receives an incoming email with a recognized format but an invalid call number.

  • Update Closed Calls Enables ASM Core to add a note to a closed call when this server receives an incoming email to update the call. An email reply will be sent back to the sender stating “Call No <call number> has been updated by ASM Core”. Clearing this option will not add a note to the closed call and send back a reply stating “Call No <call number> already closed and has not been updated”.

  • Reopen Closed Calls Enables ASM Core to reopen a closed call when this server receives an incoming email with the call number in the subject line, in a recognized format, and the specified call is closed. Update Closed Calls must be selected to enable this option.

  • On Reopening of Calls Select one of the following options to determine what happens to a call when it is reopened from incoming email.

    • Assign to Analyst/Group Assigned on Template forwards the reopened call to the analyst/group defined in the template selected in Call Template

    • Assign to Analyst Sending Email forwards the call to the analyst who sent the email that caused the call to reopen. If the person who sent the email does not have Analyst ticked in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.

    • Assign to Logging Analyst forwards the reopened call to the analyst who originally logged it. If the person who logged the call does not have Analyst selected in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.

    • If none then assign to IPK Group - select the group the reopened call is to be assigned to if none of the options above are selected, or if the conditions cannot be met.

  • Update Closed Tasks/Requests Enables ASM Core to add a note to a closed task or request when this server receives an incoming email to update the task or request. An email reply will be sent back to the sender stating the task or request "has been updated by ASM Core”. Clearing this option will not add a note to the closed call, but ASM will send back a reply stating the task or request is "already closed and has not been updated”.

  • Create New Calls Anonymously Select this option if you want to allow creation of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User for the call unless Use Default User for Anonymous Email is selected.

  • Update Calls Anonymously Allows the update of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User performing the update action on the call unless Use Default User for Anonymous Email is selected.

  • Close Calls Anonymously Allows the closure of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User closing the call unless Use Default User for Anonymous Email is selected.

  • Use Default User for Anonymous Email Select a User record to use for all anonymous incoming email actions. When this option is selected new Person records are not created if the sender's email address does not exist in the system. Enabling the ability to allow messages from external email addresses increases the risk of unwanted updates to the call records in the system, including from unauthorized and SPAM type email addresses.

  • Add Email Message as EML Attachment - The default option. It will upload the email as an eml file along with the first level of attachments on the email. It will not loop through .eml or .msg files attached to the email and process their attachments.

  • Add Email Message as EML Attachment without Uploading Contained Attachments - This option will only upload the email as an eml file. It will not process any attachments in the email.

  • Preserve HTML Formatting in History Select this option if you want the history of calls, requests, or tasks being updated from incoming email to display the HTML formatting from the incoming email. When not selected, the incoming email is recorded in the history in plain text. Plain text emails appear as plain text in the history. If Plain Text is selected as the Default Format on the Email Settings window, the incoming email appears as plain text in history.

  • Populate Call Title From Email Subject

    Available as of 10.6.8.14253

    Enables setting the email subject as the title of the call/ticket.

    • To have the call title reflect the subject of the email that was sent to ASM, you will need to add the "Call Title" field to the target screen in ASM Screen Designer.

    • Subsequent Emails processed for the Call will not update the Call Title field.

    • The Call Title Field can still be manually updated by an Analyst or entered by the Analyst during the lifecycle of the call

  • Add Recipients as Stakeholders Stakeholders with the "Email Recipients" role are automatically CC'd via email. ASM can automatically add these recipients to email responses in ASM. With this setting enabled in the Outgoing or Incoming Email server, the To and CC Recipients for the outgoing/incoming emails are added as stakeholders to the Call.

IMAP Incoming Mail Server Parameters

You can set the following options to configure incoming email for IMAP:

  • Name Type the name of the incoming email system you are adding or editing. This must be unique

  • Protocol This is a read-only field displaying the email protocol for this email server account.

  • Server Specify the address used to connect to the IMAP server. Localhost appears by default but can be overwritten.

  • Port Number The port number on the mail server to which ASM Core must connect. The standard IMAP port is 143, which is the default setting

  • Login ID and Password The username and password required to connect to the mail server. Ensure that this account is set up on the mail server otherwise ASM Core will not be able to receive incoming mail.

  • Active Select this option to activate this email account in the system so that it can be used. If this option is cleared, ASM Core will not poll this system for incoming mail.

  • Use TLS/SSL Select this option to specify that any communications sent by this mail server should be SSL (Secure Socket Layer). This option must be selected if you are using Microsoft Exchange 365.

  • Mailbox Authentication Methods Select the authentication method that must be used for this mail server account. Selecting Automatically select Authentication Method allows ASM Core to select the most secure method of authentication supported by the server. Clearing Automatically select Authentication Method allows you to specify the authentication method(s). Some may not apply to the protocol. If ASM Core detects that the specified method is not applicable to the server, it will apply another one. If you clear Automatically select Authentication Method and do not select an authentication method, no authentication will be used.

  • Deleted Items Folder The folder into which deleted items for this email server should be moved. By default, this field displays “Deleted Items”. However, you can specify the name of another folder.

    Deleted emails are moved into this folder but not permanently deleted. You must go to the mail server itself to permanently delete these items from the specified folder. If you leave this field blank, any emails received by this server and deleted, are permanently deleted. If you specify a folder that does not exist on the mail server, any emails received by this server are not deleted and are kept in the Inbox folder of this account.

  • Ignore Mail Server Report Messages Select this option to ignore auto-reply emails with content-type: multipart/report to prevent bounce-back messages causing a mail loop.

  • Ignore On Blank Return Path Select this option to ignore emails that have a blank return path in the email header to prevent bounce-back messages causing a mail loop.

  • Call Template Select the call template to be used when a call is logged from an incoming email originating from this mail server. The details specified in the template are used to populate the fields of the call. This list only displays call templates for which an Analyst or group has been assigned, to ensure that any call logged as a result of an incoming email is forwarded to an Analyst or group in the system.

  • Default Logging Analyst Specify the Analyst to be used as the Logging Analyst of any call logged by incoming email when either the Use Linked Analyst option is cleared or the Use Linked Analyst option is selected but the email was sent from a User only (that is, a person flagged as a User but not as an Analyst). Template Person records cannot be set as the Default Logging Analyst. If you leave this field blank, the logging Analyst will be the person who sent the email. Refer to the notes on how a logging Analyst is determined for more details.

  • Use Linked Analyst Select this option if you want the Analyst who sent the email logging the call to be the Logging Analyst. If the person who sent the email is flagged only as a User, the logging Analyst will be the Analyst specified in the Default Logging Analyst field. If this option is cleared, the logging Analyst of any call generated from this incoming email server will be the Analyst specified in the Default Logging Analyst field. If you want the logging Analyst to always be the one specified in the Default Logging Analyst field, clear Use Linked Analyst for this incoming email account. Refer to the notes on how a logging Analyst is determined for more details.

  • Send Auto Reply Select this option if you want an automatically generated email response to be sent to any person who sends an email to this email server (for example, to log a call).

  • Log New Call on Invalid Number Select this option if you want a new call to be logged whenever the email server receives an incoming email with a recognized format but an invalid call number.

  • Update Closed Calls Enables ASM Core to add a note to a closed call when this server receives an incoming email to update the call. An email reply will be sent back to the sender stating “Call No <call number> has been updated by ASM Core”. Clearing this option will not add a note to the closed call and send back a reply stating “Call No <call number> already closed and has not been updated”.

  • Reopen Closed Calls Enables ASM Core to reopen a closed call when this server receives an incoming email with the call number in the subject line, in a recognized format, and the specified call is closed. Update Closed Calls must be selected to enable this option.

  • On Reopening of Calls Select one of the following options to determine what happens to a call when it is reopened from incoming email.

    • Assign to Analyst/Group Assigned on Template forwards the reopened call to the analyst/group defined in the template selected in Call Template

    • Assign to Analyst Sending Email forwards the call to the analyst who sent the email that caused the call to reopen. If the person who sent the email does not have Analyst ticked in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.

    • Assign to Logging Analyst forwards the reopened call to the analyst who originally logged it. If the person who logged the call does not have Analyst selected in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.

    • Assign to Default IPK Group Below

      • If none then assign to IPK Group - select the group the reopened call is to be assigned to if none of the options above are selected, or if the conditions cannot be met.

  • Update Closed Tasks/Requests Enables ASM Core to add a note to a closed task or request when this server receives an incoming email to update the task or request. An email reply will be sent back to the sender stating the task or request "has been updated by ASM Core”. Clearing this option will not add a note to the closed call, but ASM will send back a reply stating the task or request is "already closed and has not been updated”.

  • Create New Calls Anonymously Select this option if you want to allow creation of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User for the call unless Use Default User for Anonymous Email is selected.

  • Update Calls Anonymously Allows the update of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User performing the update action on the call unless Use Default User for Anonymous Email is selected.

  • Close Calls Anonymously Allows the closure of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User closing the call unless Use Default User for Anonymous Email is selected.

  • Use Default User for Anonymous Email Select a User record to use for all anonymous incoming email actions. When this option is selected new Person records are not created if the sender's email address does not exist in the system. Enabling the ability to allow messages from external email addresses increases the risk of unwanted updates to the call records in the system, including from unauthorized and SPAM type email addresses.

  • Add Email Message as EML Attachment - The default option. It will upload the email as an eml file along with the first level of attachments on the email. It will not loop through .eml or .msg files attached to the email and process their attachments.

  • Add Email Message as EML Attachment without Uploading Contained Attachments - This option will only upload the email as an eml file. It will not process any attachments in the email.

  • Preserve HTML Formatting in History Select this option if you want the history of calls, requests, or tasks being updated from incoming email to display the HTML formatting from the incoming email. When not selected, the incoming email is recorded in the history in plain text. Plain text emails appear as plain text in the history. If Plain Text is selected as the Default Format on the Email Settings window, the incoming email appears as plain text in history.

  • Populate Call Title From Email Subject

    Available as of 10.6.8.14253

    Enables setting the email subject as the title of the call/ticket.

    • To have the call title reflect the subject of the email that was sent to ASM, you will need to add the "Call Title" field to the target screen in ASM Screen Designer.

    • Subsequent Emails processed for the Call will not update the Call Title field.

    • The Call Title Field can still be manually updated by an Analyst or entered by the Analyst during the lifecycle of the call

  • Add Recipients as Stakeholders Stakeholders with the "Email Recipients" role are automatically CC'd via email. ASM can automatically add these recipients to email responses in ASM. With this setting enabled in the Outgoing or Incoming Email server, the To and CC Recipients for the outgoing/incoming emails are added as stakeholders to the Call.