Configuring email

While working on tickets, technicians often interact with requestors by using email messages. By using email conversations, you can create a single repository to store information about all the conversations that are part of a record. The technicians have access to all the information in one place, and you can track all communications about any record.

The following topics are provided:

 

Video

The following video (11.57) presentation provides information about configuring email in Track-It!

  https://youtu.be/7_NATTiF2rs

Key features and considerations

Key features

  • You can configure the incoming and outgoing email settings, notification schedules, email filters, and email monitor settings, which allows you to customize and manage your emails quickly and easily. Email configurations in Track-It! enable users to convert email messages to records, to update records, and to send email notifications.
  • Email can be used to create, update, or delete tickets, assignments, requestors, and announcements. By using email, you can also schedule reports to be sent.
  • You can also use emails to configure business rules to automate actions and send email notifications based on the configured service level agreements (SLAs). For more information, see Configuring business rules and Configuring service level agreements.
  • If you want to configure only the TLS protocol version for your email configuration, see the Microsoft support article.

Key considerations

  • If the length of an email subject for an incoming email message is more than 255 characters, the email is not processed.
  • If the email message has a restricted file type attached, that attachment is not added to the record. Instead, only an Email Received note is added to the record.
  • To allow incoming email messages to be processed quickly by the Track-It! server, make sure that the "ref#Ticket/Assignment-<ID>" is added as a keyword to the email subject or in email body.
  • When an email message is received, if the email address of the logged-in technician is mapped in the email settings, a note is added in the context of logged-in technician. If the email address added is not mapped, the note is added in the context of technician to whom the record is assigned.
  • If the mandatory email settings are not configured, the Email Configuration tile is denoted with a red bar.
  • After you configure or update the email settings, you must stop and start the email monitor service to ensure that the changes are applied.

Before you begin

Before you begin to use emails, ensure that the following requirements are met:

  • If you are using the IMAP mailbox type, ensure that you set a preferred value for the featEmailProcessingPostAction flag in the NAMSYSProperties table in the database. By default, the value is set as 0, but you can change it based on your preference:
    • 0 - Mark the email as read after processed by the email processor
    • 1 - Delete the email message after processing
    • 2 - Copy the email message to the "TrackItProcessedEmails" folder and delete it from the inbox folder.
  • Ensure that you have at least one email account set up on the exchange server.
  • Ensure that the email exchange server and the Track-It! server are on the same domain or have an established two-way secure connection.
  • Ensure that the IIS SMTP server is configured to send email messages to the correct email server so that the outbound email messages are routed correctly.

Configuring incoming and outgoing email settings

You can configure email accounts to receive email requests to automatically generate help desk tickets. Also, you must configure the account that you want to use to send the outbound email notifications. Incoming email must be configured before users can communicate with Track-It! via email. You must set up at least one POP3 or IMAP mailbox exclusively for Track-It!.

To configure an incoming email mailbox

  1. In the upper-left section, from the hamburger menu , select Configuration.
  2. Click Application Settings > Email Configurations > Incoming and Outgoing Emails.
  3. In the Incoming Emails section, click New.
  4. In the Add Incoming Mailbox dialog box, from the Mailbox Type list, select an appropriate mailbox type:
    1. POP3
    2. IMAP
  5. In the Server (Name or IP) field, enter a server name or IP address for the mailbox.
  6. In the User Account Name field, enter a valid username.
  7. Ensure that the user is configured on the email server.
  8. In the Password field, enter a valid password.
  9. In the Confirm Password field, reenter the password.
  10. In the Port field, enter the port details.
  11. To enable the mailbox, select the Enable Mailbox check box.
  12. (Optional) To establish a secure connection for the mailbox, select the Use SSL check box.
    Ensure your email exchange server supports SSL protocol.
  13. (Optional) To track events related to emails that are sent to the mailbox, select the Log Events check box.
  14. (Optional) To test the connection to the mailbox and send a test email message, click Test connection.
  15. Click Save.
  16. (Optional) To edit a mailbox, select a mailbox and then click .
  17. (Optional) To delete a mailbox, select a mailbox and then click .

To configure outgoing email settings

  1. In the upper-left section, from the hamburger menu , select Configuration.
  2. Click Application Settings > Email Configurations > Incoming and Outgoing Emails.
  3. In the Outgoing Email section, click Configure.
  4. In the SMTP Server Name field, enter your server name.
  5. In the Port field, enter the port number.
  6. From the Security Type list, select an appropriate option for your email security:
    • None
    • SSL
    • SSL/TLS
  7. If you want to set up the SMPT authentication, select the SMTP requires authentication check box.
  8. In the User Account Name field, enter your user name.
  9. In the Password field, enter your preferred password.
  10. In the Confirm Password field, renter you password.
  11. In the From Address field, enter an email address from which you want to send the outgoing email messages.
    The email address entered in the From Address field must be one of the email addresses configured incoming emails.
  12. Click Save.

Scheduling Track-It! to check email messages

You can configure settings for Track-It! to check incoming email messages after a certain period of time and you can set the number of email messages to process at a given period of time.
For example, you can schedule the email monitor to check a maximum of 5 email messages after every 10 minutes. You can process a maximum of 9999 emails after a maximum interval of 9999 minutes.

After you make changes to the email monitor settings, ensure that you stop and start the email monitor service.

  1. In the upper-left section, from the hamburger menu , select Configuration.
  2. Click Application Settings > Email Configurations > Email Monitor Settings.
  3. On the Email Monitor Settings page, in the Poll Interval field, enter the number of minutes after which you want Track-It! to check for email.
  4. In the Emails to Process field, enter the number of emails that you want to process at a given time.
  5. Click Save.

Configuring the URL used in the email notifications

Track-It! allows you to configure a specific URL to use in the email notifications that are sent to the users (technicians and requestors). You can configure business rules to send notification emails to the requestors and technicians keeping them informed about the records. For more information, see Configuring business rules.

Also, when certain actions are performed based on the service level agreement attached to a record, an email notification is sent to the users. For more information, see Configuring service level agreements.

You can use the Response URLs while configuring the body of email notifications used in the business rules and service level agreements. By default, the response URL comprises of the following attributes: 

  • Host name server name - for example, vw-bmc-trt.bmc.com
  • Port - for example, 80
  • Virtual Directory name - specified during installation. By default the directory names are TrackIt and Self Service

 To configure the URL used in email notifications

  1. In the upper-left section, from the hamburger menu , select Configuration.
  2. Click Application Settings > Email Configurations > Email Monitor Settings.
  3. In the Advanced Settings section, in the Response URL field, enter an appropriate URL, such as http://vw-bmc-trt.bmc.com:80/TrackIt.
  4. In the Self Service Response URL field, enter an appropriate URL such as http://vw-bmc-trt.bmc.com:80/TrackIt/SelfService.
  5. (Optional) To enable Track-It! to create an event log, select the Enable Email Event Logging on the Track-It! Server check box.

    You can view the event by using the Debug utility. For more information, see Using Track-It! utilities.

  6. Click Save.

Configuring email filters

You can restrict Track-It! from sending and receiving email from certain email accounts or domains. For example, you can prevent users from sending mail to or receiving email from a Mailer Daemon account or you can block known spammers by using filters.

Key considerations

  • The filters restrict the users based on their email address, username, or email subject.
  • You can also configure email filters to restrict emails sent by a technician, requestor, or both.
  • While emails are being processed, the other restrictions, such as restricted permissions or the inactive state of the requestor or technician, are not considered.
  • If the sender's email address or email subject is partly or fully configured as an email filter, the emails messaged are not processed.
  • If multiple email addresses are configured (comma separated), then all email addresses are validated.
  • The email address or subject configured in the email filter must have more than one character.

Out-of-the-box email filters

The following table provides information about the out-of-the-box email rules for senders and subjects:

Rules for senderRules for subject
  • Postmaster
  • Mail Delivery Subsystem
  • System Administrator
  • Mailer-Daemon
  • Undeliverable Mail
  • Returned Mail
  • Mail System Error
  • Delivery Error
  • Undeliverable:
  • Failure Notice
  • Nondeliverable Mail
  • Mail Delivery Failure
  • Message Status - undeliverable
  • Warning: Could not send message
  • Delivery Notification: Delivery has failed
  • Mail Undeliverable: Failure Detected
  • Message Status - opened
  • Returned Mail: Service Unavailable
  • Out of Office

To add email filters

  1. In the upper-left section, from the hamburger menu , select Configuration.
  2. Click Application Settings > Email Configurations > Email Filters.
  3. Perform one of the following actions:
    • To add email filters for email senders, click Rules for Sender.
    • To add email filters for email subjects, click Rules for Subject.
  4. From the Filter Inbound email by only accepting email from existing list, select an appropriate option: 
    • Do not filter (process everything): Select this option to process emails sent by any users.
    • Requestors: Select this option to process emails sent by requestors only.
    • Technicians: Select this option to process emails sent by technicians only.
    • Requestors and Technicians: Select this option to process emails sent by requestors and technicians only.
  5. Click Save.

Related topic

Scheduling reports

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