How to Configure Email Replies

This article contains the following topics:
casm172
 
This article contains the following topics:
 
 
 
The email notifications that you use in mailboxes are specific to the replies that are sent to a contact in response to their emails. For example, you can configure email so that when a contact clicks a reply link in an email notification, the reply email is directed to a mailbox.
 This setup differs from the regular email notifications.
 
Follow these steps:
 
  1. (Optional) Specify a notification email address in the contact definition.
    Select Security and Role Management, Contacts on the Administration tab and select the contact to edit.
Open CA SDM Web UI
Log in to the web UI from the following servers, depending on your CA SDM configuration:
  • Conventional: Primary or secondary servers
  • Advanced availability: Application or background servers
Configure the Mail Server
Notifications for an event (automatic and manual notify) are sent using a single mail server definition.
 
Follow these steps:
 
  1. Select Options Manager, Email
     
    from the Administration
     
    tab.
    The Option List page opens.
  2. Click the email option that you want to install.
    The Options Detail
     
    page opens.
  3. Click Edit, complete the fields as appropriate, and click Install.
    The mail server is configured to send notifications (outbound mail).
  4. Repeat the procedure until all relevant Option List
     
    options are configured.
Email Options
The email interface sends email notifications and lets users create tickets from an email.
Option
Description
 
mail_from_address
 
Specifies the mail notification From: address. The address is in the format Displayname<[email protected]company.com>.
 
mail_login_password
 
Specifies the SMTP server login password.
 
mail_login_userid
 
Specifies the SMTP server login userid.
 
mail_max_threads
 
Specifies the maximum number of concurrent SMTP connections that can attempt to communicate with the server.
 
mail_reply_to_address
 
Defines the reply to address for email notifications. This option is useful if emails are sent from one user account, but you want replies sent to another email address. The default value is the same as the from address.
 
mail_smtp_domain_name
 
Defines the domain name of the SMTP server. You can clear the domain name by setting the value to NONE.
 
mail_smtp_hosts
 
Specifies a space-separated list of SMTP server host names for email notifications.
 
mail_smtp_host_port
 
Specifies an SMTP port to override the default SMTP port.
 
mail_smtp_security_level
 
Specifies the SMTP security level. Valid settings are: 0=no security, 1=basic authentication, 2=NTLM, 3=MD5 and 4=LOGIN. If you set this option to 1, set the mail_login_password and mail_login_userid options. Most SMTP servers do not require authentication.
 
mail_smtp_use_tls
 
Specifies the Transport Layer Security (TLS) usage in the email. The valid settings are Yes= Use TLS, No=Do not use TLS.
 
mail_ca_cert_path
 
Specifies the path where the trusted certificate has been deployed.
 For the advanced availability configuration, you must deploy the trusted certificate on the same location in all the CA SDM servers. CA SDM supports only Base-64 encoded (PEM) format for CA Certificates.
 
mail_show_to_cc_list
 
Shows all the recipients of the email notification. For manual email notification, both “To” and “Cc” list recipients are displayed and for automatic email notification, only “To” list recipients are displayed. By default, this option is installed.
 Pager email notification method does not support the listing of all recipients in To or CC list.
Modify the Email Notification Method
Modify the email notification method to configure the email replies.
 
Follow these steps:
 
  1. Select Notifications, Notification Methods, Email
     
    on the Administration
     
    tab and click Edit.
  2. On the Email Update Notification Method
     
    page, select the Supports SMTP
     
    checkbox to enable SMTP.
  3. Enter pdm_mail [ - F from_email_address] [ - T reply_to_email_address]
     
    as the Notification Method.
    •  
      from_email_address
      Specifies the address that is used as the From address of the message. This address overrides the sender address in the outbound mail server configuration.
    •  
      reply_to_email_address
      Specifies the address to which replies are sent. This address overrides the reply-to address in the outbound mail server configuration.
      When a reply-to address is set in the outbound mail server configuration and no reply-to address is specified in the Notification Method, the reply-to address in the outbound mail server configuration is used with that Notification Method.
     If the keyword “$(REPLY_FROM)” is specified as either address, that address is constructed from the username and mail server hostname for the mailbox. This keyword is only valid when a mailbox rule uses the Notification Method; Notification Methods that use it must not be used for any other purpose. For example, user name=dev, server name=mail32.ca.com, $(REPLY_FROM)[email protected] Only use this keyword if your mail server is configured to accept the mail server name as equivalent to the email domain name. Use this keyword with caution: If the hostname is not fully domain-extended in the mailbox configuration (for example, mailserver1 instead of mailserver1.customer7.com), it is not extended automatically by the field interpreter.
      The from_email_address and reply_to_email_address are the addresses that appear in the From and Reply-To headers of the message when the user reads it. If the addresses are identical, you can specify only the from_address.
  4. Click Save.
    The email notification method is modified. When the contact replies to the email notification, the reply is addressed by default to the specified mailbox.
Alternate Sender Address Identification
You can use a -m parameter in the subject of the message so that CA SDM identifies the sender of the message using a different email address from the one that originally sent it. The -m keyword, followed by a space and by the email address that CA SDM recognizes, must be the last elements of the subject line. Consider the following information when you use the -m parameter in the subject:
  • Both the actual From address and the alternate address that is specified with -m are verified in the Inclusion and Exclusion lists.
  • The email address that is specified as the alternate address must contain only the address, and not the accompanying display name.
  • If more than one word follows the -m parameter in the subject line, the alternate address is not recognized.
Mailbox Polling
If an error occurs on the outgoing mail server, email notifications are not sent and queue in the %NX_ROOT%\site\mail_queue directory. When the mail server becomes active again, after an interval it processes and sends email. You can change the interval to recycle the email that was queued when the mail server was busy.
Notification email messages that the outgoing mail server fails to send are resubmitted until you do one of the following:
  • Stop the Mail Daemon (pdm_mail_nxd) that handles outbound email notifications.
  • Manually delete the messages from the %NX_ROOT%\site\mail_queue directory.
Set the Email Retry Interval Variable
You can define the time interval (in seconds) to retry failed attempts to send outgoing email to the mail server.
 CA SDM does not retry sending messages that the outgoing mail server accepts, but cannot be delivered. For these messages, the outgoing mail server retry capabilities and policies, if any, are in effect.
Retries are on a per-message basis. If the mail server is unavailable for a period, each message is retried when its own timer expires, rather than all the messages being sent at once. However, if you restart the outgoing mail daemon, all unsent messages attempt to be sent at that time, and if they all fail to be sent, their retry timers are all reset at the same time.
The setting (NX_EMAIL_RETRY_INTERVAL) in the NX.env file controls the retry interval. You can change the default retry interval setting on one or more servers.
 
Follow these steps:
 
  1. Log in to the following server, depending on your CA SDM configuration:
    • Conventional: Primary server
    • Advanced availability: Background server.
  2. Navigate to the $NX_ROOT directory
  3. Use a text editor such as WordPad to open the NX.env file.
  4. Modify the value of to the NX_EMAIL_RETRY_INTERVAL interval you want as follows:
    NX_EMAIL_RETRY_INTERVAL=number_of_seconds
    •  
      NX_EMAIL_RETRY_INTERVAL
      Defines the time interval (in seconds) to retry failed email attempts.
    •  
       
      number_of_seconds
       
      Specifies the number of seconds for each email retry interval. The default time is 600 seconds (10 minutes). The minimum value that you can use is 20 seconds. If you set a value that is less than the minimum of 20 seconds or more than 2000000 seconds, the default value of 10 minutes is used.
  5. Save and close the file.
  6.  Restart the CA SDM servers.
    The change takes effect.