Adding an Email Account

This dialog allows to add new e-mail accounts to the INETAPP server for retrieval and to create new jobs or tickets from them. Read-in e-mails will be removed from the e-mail server afterwards.

The Incoming Mail information consists of the Host Name, or the address of the server, and the Protocol. Note that only Internet standards are available for the supported protocols. Check with your mail administrator if necessary.

Here, the login information is entered using User name and Password to gain access to the mailbox. In addition, two other options are available:

• Prevent text-only login
• Prevent NTLM login

The checkbox must be enabled in the following cases:

• The password contains special characters (non-ASCII characters).
• Access to Shared mailboxes (shared mailbox) in MS Exchange.
  • Shared mailboxes are often used when several people should have access to one mailbox, e.g. to collaborate in a team. Regarding the license, these mailboxes are NOT chargeable. In Office 365, you therefore do not need to assign a license to these mailboxes.

Example: The user Max.Mustermann should get access to the shared mailbox Shared.MailboxAlias. Prerequisite: Max.Mustermann has access permissions to the shared mailbox.

• Domain: Domain of the company
• Max.Mustermann: Windows user name (alternatively the e-mail address can be used)
• Shared.MailboxAlias: alias name of the mailbox

NTLM is an obsolete authentication method formerly proprietary to Microsoft. The alternative is the Kerberos protocol, which is also used by default on Windows since the introduction of Active Directory with Windows 2000.

Complete these fields to ensure a possible reply arrives in the ticket system. The entry set in the Sender Alias field will be displayed in the Sender field when composing a manual email from the ticket.

• Sender Email Address: Email address to use when replying to an email.
• Account Email Address: The email address of the mailbox read.

The Account Email Address allows to detect whether an email is to be read into the current account when the email is sent to multiple accounts read by this INETAPP. This is especially useful if the sender address and the mailbox address are different, e.g. no-reply@company.com and postbox@company.com. For more information see here.

• Emails do not create new tickets: Enabling this setting will not create new tickets when an email is received. If the email has a valid ticket reference in the subject, the existing ticket will be responded to accordingly. The point here is that new tickets always have to be created, e.g. by phone or through a form. However, communication via email should not be blocked at the connection.

• Create a new user with the local part of the email address, if unknown: If the recipient email address cannot be assigned to a user, then a new user will be created if this option is enabled. The name portion of the address, the portion before the @ character, will be used as the user name.

• Use the global part of the email address (domain) when creating new location/customer: The domain of the emails with unknown sender will be noted as a new location/customer entry in the database. This option can be enabled in addition to the previous one.

• Ticket user if unknown: If unknown users are not created automatically, then a user from the database should be selected here for which the new ticket will be created. The selection list allows filtering the users.

• Auto-bundle tickets: Read-in e-mails that lead to authorized tickets are automatically bundled into a ticket if e-mails are found in the mailbox during the same or the following polling interval whose sender and subject are identical. Each email is listed as an extra step in the ticket history.

• Template for auto-answer when receiving an email: Sets the name of the template file that a sender can receive as an auto-reply.
  • Note: Sending auto mails on a new request via email must be enabled in the Auto Emails dialog.

• New ticket for resource: If you select a resource from the list, then a new request via email is immediately assigned to this resource as a new order.

• Category of the new ticket: Sets a category already for all tickets created through this mailbox.

• Priority of the new ticket: Sets the priority for all tickets that are read in via this mailbox.

The message line informs you about the result of the connection check. In case of a failure, exactly the return message of your mail server is displayed. Use this text when finding a solution or contact i-net software support with it.