Layton ServiceDesk - Settings - System Settings - Email Server Settings

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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.

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.

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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.

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.

Test Settings

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

Auto Import Settings

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Setting Description
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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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. Ensure that CDO is installed.
  2. 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.

WebDAV

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