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.

How Calls are Logged using Email Settings

If an incoming email is detected by the ASM Core messaging service, the call is logged using the call template specified for the incoming mail server, which determines the call properties, such as the partition, call screen set, IPK status and stream, assigned office and group.

ASM Core looks in the CMDB for a User or Analyst with an email address matching the address used to send the email. Based on the findings and the settings for the incoming email account used, a User and Logging Analyst will be allocated to the new call.

If an email is sent from an address which does not correspond to an existing User or Analyst, a new User record is created (that is, a new person record flagged as a User) and the call is logged with this User specified in the User field. The Logging Analyst of the call is set as the Analyst specified in the Default Logging Analyst field on the incoming email account.

If an email is sent from an address which corresponds to an existing Analyst in the ASM database and this Analyst is flagged as an Analyst Only (not as a User), the call is logged with this person specified in the User field. The Logging Analyst is set as follows:

• If the Use Linked Analyst option is selected for the incoming email account, the logging Analyst is set to the person who sent the email. If not, the logging Analyst is set to the Analyst specified in the Default Logging Analyst field for the incoming email server.

• If an Analyst logs a call by incoming email and the Analyst is not already a User, the User flag will be selected on their person details.

• If an email is sent from an address which corresponds to an existing User in the ASM database, the call is logged with this User specified in the User field. The logging Analyst is set to the Analyst specified in the Default Logging Analyst field for the incoming email server (whether Use Linked Analyst is selected or not).

• If an email is sent from an address which corresponds to an existing person in the ASM database and this person is flagged as both an Analyst and a User, the call is logged with the person specified in the User field. If Use Linked Analyst is selected for the incoming email account, the Logging Analyst is set to the person who sent the email. If not, the Logging Analyst is set to the Analyst specified in the Default Logging Analyst field for the incoming email server.

Viewing Email Server Settings

Before you start

You must have System Set Up selected in the Admin tab of your General Access security role.

1. Select the Menu button , then Admin, then select System Administration. The System Administration window appears.

2. 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:

Below these fields, the window is divided into two parts, showing read only information for:

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.

1. Select the Menu button , then Admin, then select System Administration. The System Administration window appears.

2. 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.

3. Select Add beneath the appropriate browse table – top for outgoing, bottom for incoming.

4. Select an email server type from the drop-down list.

5. Complete the additional steps involved if you choose to use MAPI servers.

6. Select Ok.

7. Complete the details. The email server parameters will depend on the type of Outgoing Email Server or Incoming Email Server you have selected.

8. Select to test the email functionality with the parameters you have specified.

9. 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).

Adding MAPI Servers

Although MAPI is supported, Alemba® recommends using one of the other protocols as MAPI is complex to set up correctly.

You must configure the MAPI server, and the web server, before you can format the parameters for incoming and outgoing mail within System Admin. Refer to Configuring MAPI.

Updating an Email Server

1. Select the Menu button , then Admin, then select System Administration. The System Administration window appears.

2. 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.

3. Select the server you wish to update and select Open.

4. Update the details. The parameters will vary depending on what type of Outgoing Server or Incoming Server you are updating.

5. Select to test the email functionality with the parameters you have specified.

6. Select to save the changes. Provide the Change Reasons if prompted to do so.

Deleting an Email Server

Before you start

If you have details for another server displayed, you must close these before adding a new server.

1. Select the Menu button, then Admin, then select System Administration. The System Administration window appears.

2. 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.

3. Select the server you wish to delete in the browse table.

4. 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

Before you start

Make sure you have entered the relevant fields to set up Outgoing Email; this includes the Password field for the email account you are using for outgoing email.

1. Complete the details as follows:

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.