Layton ServiceDesk - Settings - System Settings - Email Server Settings

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Contents

Overview

We recommend the POP or IMAP methods for connecting with a mail server. If these are not possible, we have the alternative methods CDO and WebDAV.


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Special Note

Please consult with your mail-server admin for these details before contacting support. The email system is reliable. The details entered are the only variables.

If you are a Microsoft Office 365 user, please see this note for configuration details.

Standard Configuration

We use the industry-standard POP3 and SMTP protocols. For systems where these protocols are disabled, see Alternative Configuration below.

Incoming

POP3

POP3 is the easiest method to configure. It's also the only method that will delete the emails from the server; all other methods mark them as read and they have to be deleted as a separate action.

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Settings

POP3 Server

If not using SSL, this can be the server name or IP address. If using SSL, it must be the same as the SSL certificate name.

Account

Mail account. We recommend you create an account just for Layton ServiceDesk. The format may or may not include the domain name, depending on how your mail server has been configured.

Port

Without SSL, the default is 110. With SSL, the default is 995. Your mail server may be using a different port number.

SSL/TLS

Check if using SSL or TLS.

Test Settings

Click the Test Settings link to test the settings. If successful, you will be informed.

Advanced Check

  1. On the mail server, run the following command using Windows Command Prompt:

    netstat -an

  2. Look for 0.0.0.0:110 (non-SSL) or 0.0.0.0:995 (SSL). The port should have the state LISTENING.

Service-Specific Settings

Gmail

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IMAP

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Settings

IMAP Server

If not using SSL, this can be the server name or IP address. If using SSL, it must be the same as the SSL certificate name.

Account

Mail account. We recommend you create an account just for Layton ServiceDesk. The format may or may not include the domain name, depending on how your mail server has been configured.

Port

Without SSL, the default is 143. With SSL, the default is 993. Your mail server may be using a different port number.

SSL/TLS

Check if using SSL or TLS.

Mailbox

Specify the mailbox name. Most likely this will be Inbox.

Test Settings

Click the Test Settings link to test the settings. If successful, you will be informed.

Advanced Check

  1. On the mail server, run the following command using Windows Command Prompt:

    netstat -an

  2. Look for 0.0.0.0:143 (non-SSL) or 0.0.0.0:993 (SSL). The port should have the state LISTENING.

Outgoing

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Settings

SMTP Server

If not using SSL, this can be the server name or IP address. If using SSL, it must be the same as the SSL certificate name.

User & Password

Mail account. We recommend you create an account just for Layton ServiceDesk. The format may or may not include the domain name, depending on how your mail server has been configured.

Display Name

The name that will appear as the Author of the email.

Port

Without SSL, the default is 25. With SSL, the default is 465. Your mail server may be using a different port number.

Email

Specify the outbound email account.

Reply Email

Specify the account to be used for replies. This can be, and frequently is, the same as the above Email.

SSL/TLS

Check if using SSL or TLS.

Test Settings

Click the Test Settings link to test the settings. If successful, you will be informed and an email will be received.

Service-Specific Settings

Microsoft Office 365

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Note: After saving these settings, the Layton ServiceDesk server must be restarted in order for them to take effect.

Gmail

Gmail requires SSL:

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Auto Import Settings

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Settings

Auto Import Email Requests

Enable this to have emails received by LSD automatically converted to request tickets.

Auto Import Email Comments

Enable this to have emails received by LSD automatically added to requests as comments. Email subject must include the ticket number to be added as a comment to a ticket.

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Queues

Both the incoming and outgoing mail queues can be viewed.

Incoming Email Queue

The Incoming Email queue is available on the Email Server Settings page by clicking the View Incoming Emails link, or by clicking the Email Queue button in the header. See here for details on how to use the queue.

Outgoing Email Queue

The Outgoing Email queue is only available on the Email Server Settings page by clicking the View Pending Outgoing Emails link. You would not normally need to monitor this page, but would access it to debug outgoing mail.

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Controls

Re-Send

To force one or more emails to be re-sent, click the checkbox(es) to select individual emails, or the checkbox in the header to select all, then click the Re-Send button above the list. Note that the header checkbox is a toggle that will select and deselect all, alternatively.

Delete

To delete one or more emails, click the checkbox(es) to select individual emails, or the checkbox in the header to select all, then click the Delete' button above the list. Note that the header checkbox is a toggle that will select and deselect all, alternatively.

Alternative Email Settings

It is recommended that POP3/SMTP be used as it is the most reliable configuration we have developed so far. However, in systems where these protocols have been disabled, we offer an alternative configuration via CDO or WebDAV.

Click the Alternative Email Settings button Lsd btn cdo.png in the lower-right of the Email Server Settings page.


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SMTP/POP3(IMAP)

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With this radio button checked, the details on the previous Email Server Settings page will apply and the other settings on the page will not apply.

CDO

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  1. Download and install CDO 1.2.1.
  2. In Layton ServiceDesk, click the CDO radio button.
  3. Incoming Drop Folder: By default, this should be C:\inetpub\mailroot\drop. Click the Test Settings link to test.
  4. Reply Email: Enter the email address you will use for Layton ServiceDesk. Click the Test Settings link to test. Enter an address (doesn't have to be the same) in the dialog and click the OK button. If correctly configured, you will get a message saying Successfully put mail in the Pickup Folder. Check to see that the email arrived.

Troubleshooting

  1. Navigate to the folder entered in the Incoming Drop Folder field.
  2. Right-click the folder and Select Properties.
  3. Click the Security tab.
  4. Ensure that both IUSR and IIS_IUSRS accounts have Full Control permissions.

WebDAV

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