Configuring the Outbound and the Inbound Mail Settings

In the Process Manager portal, you can configure your inbound and your outbound mail settings. To configure your mail settings, you must do the following tasks:
Step 1
Configure the outbound and the inbound email settings in application properties.
These mail settings let you specify the outbound mail settings for email communication to and from ServiceDesk.
These mail settings also let you specify the settings for the Inbox monitor tool. This tool lets you monitor a specific mailbox for the incidents that users submit to ServiceDesk by email.
Step 2
Configure additional outbound email settings in master settings.
Several features, such as routing rules and report scheduling, require additional configurations if emails are to be sent.
Also, for the
SendEmail
action to work, you must set the Master Setting for the SMTP server.
  1. Step 1: To configure the outbound and the inbound mail settings in application properties
  2. In the Process Manager portal, click
    Admin > Data > Application Properties
    .
  3. On the
    Application Properties
    page, in the
    Application Properties Profile
    section, click
    ServiceDeskSettings
    .
  4. In the
    ServiceDeskSettings
    section, click the
    Action
    symbol (orange lightning) and then click
    Edit Values
    .
  5. In the
    Category: Mail Settings
    section, configure your mail settings.
  6. If you use an SMTP server that requires authentication to send emails, take the following actions:
    • Check
      SmtpUseAuthentication
      .
    • In the
      SmtpPassword
      and
      SmtpUsername
      fields, type the credentials that ServiceDesk can use to interact with the SMTP server.
      The credentials must be for a user who has administrative rights.
  7. When you are finished, scroll to the bottom of the page and click
    Save
    .
  8. Step 2: To configure additional outbound mail settings in master settings
  9. In the Process Manager portal, click
    Admin > Portal > Master Settings
    .
  10. On the
    Process Manager Settings
    page, expand
    Email Settings
    .
  11. In the
    Email Settings
    section, configure your mail settings.
  12. If you use an SMTP server that requires authentication to send emails, take the following actions:
    • Check
      Authenticate
      .
    • In the
      User Name
      and
      User Password
      fields, type the credentials that the Process Manager portal can use to interact with the SMTP server.
      The credentials must be for a user who has administrative rights.
    • In the
      Timeout
      field, type the number of seconds to wait until connection test times out.
  13. When you are finished, scroll to the bottom of the page and click
    Save
    .