EWS - Configure Outgoing Email

EWS - Creating an outgoing mail server

Create a new Server

Create a new outgoing mail server with the following settings.

Server: https://outlook.office365.com/EWS/Exchange.asmx
Exchange Version: Exchange 2013 SP1
Shared Mailbox: Email address used for sending and receiving emails.

Sent from Analyst must be disabled.

Complete the Action Details

Sent From Analysts Default Group Select this option if you want the email address of the Default Group of the Analyst triggering the email to appear in the From field of any emails sent from this server. If this option is cleared, the From field displays the email address specified in the Outgoing Email ID field. ** Use caution, as an analyst could belong to multiple groups and it could cause confusion if an analysts default group is IT Security, for example, but the analysts is working calls from another group he/she also belongs, like IT Support for example. In this case, the email being sent should be coming from IT Support as that is where the ticket is housed but this setting would send it from IT Security instead.
Reply to Forwarding Analyst Select this option if you want the email address of the Analyst triggering the outgoing email to appear in the To field, if the recipient decides to reply to the email. If this option is cleared, the To field displays the email address specified in the Outgoing Email ID field.
Reply to Forwarding Analysts Default Group Select this option if you want the email address of the Default Group of the Analyst triggering the email to appear in the To field if the recipient decides to reply to the email. If this option is cleared, the From field displays the email address specified in the Outgoing Email ID field. ** Use caution, as an analyst could belong to multiple groups and it could cause confusion if an analysts default group is IT Security, for example, but the analysts is also a member of IT Support and is working calls in that group. The email received will go to the Security group, the assigned analyst's default, and not the IT Support group.
Reply to From Address When enabled, the server will set "Reply-to" to "From" address for all emails. The existing "Reply to Forwarding Analyst" must be disabled when the new setting is enabled. Admins must ensure that replies can be accessed by ASM using either proxy addresses for a single mailbox or multiple incoming email servers.
Add Recipients as Stakeholders

Using the Analyst's Default Group Email Address

ASM will only use the default group's email address if the following conditions are met:

Reply To Forwarding Analyst's Default Group checkbox is enabled on the outgoing email server.
Email is sent from an Analyst with a default group.
The default group has the "Email From Group" checkbox enabled.
The group Email field is populated.

If the above conditions are not met, the Reply To value will default to the From value.

Last updated 14 days ago

Complete the Action Details

Sent From Analysts Default Group Select this option if you want the email address of the Default Group of the Analyst triggering the email to appear in the From field of any emails sent from this server. If this option is cleared, the From field displays the email address specified in the Outgoing Email ID field. ** Use caution, as an analyst could belong to multiple groups and it could cause confusion if an analysts default group is IT Security, for example, but the analysts is working calls from another group he/she also belongs, like IT Support for example. In this case, the email being sent should be coming from IT Support as that is where the ticket is housed but this setting would send it from IT Security instead.

Reply to Forwarding Analyst Select this option if you want the email address of the Analyst triggering the outgoing email to appear in the To field, if the recipient decides to reply to the email. If this option is cleared, the To field displays the email address specified in the Outgoing Email ID field.

Reply to Forwarding Analysts Default Group Select this option if you want the email address of the Default Group of the Analyst triggering the email to appear in the To field if the recipient decides to reply to the email. If this option is cleared, the From field displays the email address specified in the Outgoing Email ID field. ** Use caution, as an analyst could belong to multiple groups and it could cause confusion if an analysts default group is IT Security, for example, but the analysts is also a member of IT Support and is working calls in that group. The email received will go to the Security group, the assigned analyst's default, and not the IT Support group.

Reply to From Address When enabled, the server will set "Reply-to" to "From" address for all emails. The existing "Reply to Forwarding Analyst" must be disabled when the new setting is enabled. Admins must ensure that replies can be accessed by ASM using either proxy addresses for a single mailbox or multiple incoming email servers.

Add Recipients as Stakeholders

Using the Analyst's Default Group Email Address

ASM will only use the default group's email address if the following conditions are met:

Reply To Forwarding Analyst's Default Group checkbox is enabled on the outgoing email server.
Email is sent from an Analyst with a default group.
The default group has the "Email From Group" checkbox enabled.
The group Email field is populated.

If the above conditions are not met, the Reply To value will default to the From value.