Layton ServiceDesk - Settings - System Settings - Email Server Settings

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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

Lsd email in.png

Notes

  • 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.

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

Advanced Check

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

   netstat -an

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

Outgoing

Lsd emailconf out.png

Notes

  • 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.
  • 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.
  • 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 which outbound account you would like used.
  • Reply Email: Specify which account you would like used for replies. This can be, and frequently is, the same as the above Email.
  • 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.

Alternative Configuration

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. You will have to ensure that CDO is installed.

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

File:Lsd email cdo.png

  • Email method: Change to CDO.
  • Incoming Drop Folder: By default, this should be C:\inetpub\mailroot\drop. Click the Test Settings button to test.
  • Outgoing Reply Email: Enter the email address you will use for Layton ServiceDesk. Click the Test Settings button 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.

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