Email Server Configuration
You can configure your outgoing and incoming email server settings, which allows for the creation of multiple email servers for outgoing and incoming emails, which is useful for partitioned systems.
For example, an organization that has assigned one partition per department – IT, Support, HR – can associate each department with its own mail server for incoming and outgoing mail.
Viewing Email Server Settings
Select the Menu button , then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Email Settings. The Email Settings window appears, showing details of the existing outgoing and incoming email servers. At the top of the window there are two fields:
Default Format | Select the default format for any outgoing emails sent, either as HTML or Plain Text. Nano does not support outgoing email or systems configured for plain text. If Plain Text is enabled, emails should not be sent from Nano. |
Message Format per Analyst/User | Select to enable the ability to specify an Email Format in the person's details and set the message format to the one identified for the Analyst/User, overriding the default format. Deselect to disable the ability to specify an Email Format in the person's details and use the default format. |
Below these fields, the window is divided into two parts, showing read only information for:
Outgoing Email Servers | A list of the configured outgoing email server settings that ASM Core will use for sending email. Supported email transfer protocols for outgoing email include POP, MS Graph API, and SMTP. |
Incoming Email Servers | A list of the configured incoming email server settings that ASM Core will use for receiving emails. Supported email protocols include: POP3, IMAP, EWS and MS Graph API. |
Select a server to view its settings in more detail. Then select Open. The Email Server Details window appears, showing all of the existing settings. The parameters vary depending on the email server type.
Adding an Email Server
You can add as many incoming email servers as you wish.
Before you start
If you have details for another server displayed, you must close these before adding a new server.
You must have System Set Up selected in the Admin tab of your General Access security role.
You must first create the mail accounts separately on the mail server. The Email Settings window only enables you to create mail systems that are connected to an already existing mail account(s), which ASM Core checks through its messaging service.
Select the Menu button , then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Email Settings. The Email Settings window appears, showing details of the existing outgoing and incoming email servers.
Select Add beneath the appropriate browse table – top for outgoing, bottom for incoming.
Select an email server type from the drop-down list.
Complete the additional steps involved if you choose to use MAPI servers.
Select Ok.
Complete the details. The email server parameters will depend on the type of Outgoing Email Server or Incoming Email Server you have selected.
Select to test the email functionality with the parameters you have specified.
Select to save the changes. Provide the Change Reasons if prompted to do so.
If your system is enabled for partitioning, you should define Call Impact, Call Urgency and Call Priority values and a Priority Matrix in each partition when configuring the partitions to ensure that calls logged through an incoming email account will automatically be assigned the correct Call Priority.
MAPI is no longer supported from ASM version EOS (10.5).
Updating an Email Server
Select the Menu button , then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Email Settings. The Email Settings window appears, showing details of the existing outgoing and incoming email servers.
Select the server you wish to update and select Open.
Update the details. The parameters will vary depending on what type of Outgoing Server or Incoming Server you are updating.
Select to test the email functionality with the parameters you have specified.
Select to save the changes. Provide the Change Reasons if prompted to do so.
Deleting an Email Server
Select the Menu button, then Admin, then select System Administration. The System Administration window appears.
In the Explorer pane, expand System, then select Email Settings. The Email Settings window appears, showing details of the existing outgoing and incoming email servers.
Select the server you wish to delete in the browse table.
Select and confirm the deletion when prompted.
Testing Email Server Settings
You can test the functionality of the outgoing and incoming email servers.
Testing Outgoing Email Settings
Complete the details as follows:
| To Address | Type the email address to which the message is being sent |
|---|---|
CC | Further address(es) for people to be copied in on an email |
BCC | Further address(es) for people to be blind copied in on an email |
Subject | The subject of the email |
Message | You can put in some text for the email in the Message box if you like, though it is not necessary. |
2. Select OK to test the email.
Testing Incoming Email Settings
To use this window, first send a message to the incoming mailbox you have selected to test, and then select OK. The sender, subject and message are displayed in the Message box (if the mail gets through). The status of the mail, that is whether it was successfully received, appears in the Status box.