Configuring email notification for your system

Email notification settings for internal (Agent and Administrator) and external (Customer) users must be configured. Notification emails are routed directly to the SMTP mail server that you define. You must configure the server settings for email notifications.

Before you begin

• Make sure that the email address of the user who is configuring the email settings is added as the Primary Email on that user’s account.
• (2020 Release 01) FootPrints supports OAuth for email notifications.
  Before you configure email notifications with OAuth:
• You must register FootPrints with Microsoft. For the related procedure, see Microsoft documentation or website.
• You must generate the Client ID, Tenant ID, and Client Secret for FootPrints.

To configure email notification for your system

1. Click the Administration tab.
2. In the System Management section, click Email Settings > Notifications (System).
   The Notifications (System) page appears.
3. In the Notifications section:
   
   1. Select Enable Email Notification.
       This setting overrides the notification setting set for specific containers.
   2. (2020 Release 01) (Optional) Select the Enable OAuth credentials for Office 365 check box to configure email notifications with OAuth.
      Then, enter Client ID, Tenant ID, and Client Secret.
   3. Enter the SMTP Server and SMTP Server Port information.
   4. (Optional) In the SMTP Server Encryption Method field, select the type of encryption used by this server.
   5. (Optional) Select Use Authentication and enter the User Name and Password for the server.
   6. In the Default fields:
      
      1. In the Default Reply-to Address field, enter the email address where you want replies to be sent.
          FootPrints processes all email that arrive for this address. Administrators can enter their email address here as long as it is not the same address used for the Incoming Email account.
      2. In the Default Name to Display in "From" Field, enter the name that you want to use in outgoing emails, such as Service Desk.
      3. In the Default Domain Name field, enter the domain name that you want to use in outgoing emails.
4. In the File Attachments field, enter the maximum size permitted for outgoing attachments.
    The default is 5,000 KB per message.
5. In the Email Address Filters section:
   
   • To add a filter, click Add. A new row appears. In the Filtered Address field, enter the email address that you want to filter. In the Type field, select either No send or Only send, and then click Update.
   • To edit a filter, click the pencil icon next to the filter. Modify the fields as needed and click Update.
   • To delete a filter, click the check box next to the address and click Delete. A confirmation message appears. Click Yes.
6. To test the connection to the specified SMTP server, click Test Connection.
   A test email message is sent to the primary email address of the user who is configuring the email notification settings.
7. Click Save.
   Your changes are implemented.

Overview of parameters for email notifications

Based on your requirement, you can customize the parameters for sending outgoing email notifications as follows:

• Parameter values cannot be empty.
• Parameter values must be specified in positive integers within the specified range.
• Parameter values must not contain any special characters (! @ # $ % ^ ‘ “ & * ( ) _ + , \ / ? < >).

The following table provides information about parameters used for email notifications:

To configure the parameters for email notifications

1. Navigate to the conf folder in the FootPrints installation directory and open the footprints-business-beans.xml file for editing.

   

2. Modify the configurations as per your requirements.
3. Save the changes.
4. To make sure that the updated parameters values take effect, restart the Tomcat server.

Where to go from here

You can define rules for sending email notifications to assignees and other contacts (internal and external). For more information, see Defining-rules-for-sending-email-notifications.