Configure Outbound Email Messages
You can configure Intelligent Service Management to automatically send out notifications as emails. This configuration includes the following steps.
Below are the steps require to follow if you want to configure your outbound email messages using your own mail relay server.
Before configuring outbound email, enable and schedule the Notification Delivery job trigger. The notification delivery job trigger sends email notifications to recipients by polling the outbound email queue.
Navigate to MANAGE> ADMINISTRATION> Tools> Slice Configuration> Job Triggers to configure this trigger. The trigger may already exist under a name like Notification Delivery or Deliver Notifications. If it already exists ensure it is enabled.
Refer below screenshot of sample configuration..
Note: Configure White Label Outbound Email Address after you have configured the Notification Delivery job trigger.
White Label Outgoing Email
In Intelligent Service Management you cannot have your own domain name in your email address. The email address domain is dependent upon your application instance.
However, the application allows you to white label your email address to reflect your organizational email domain. The following example explains how to use this feature.
Consider an organization named ACME. This organization ACME can have an Inbound email configured as firstname.lastname@example.org.
Now, the ACME administrator wants that the ACME IT Help Desk email address should be email@example.com. The administrator also wants that when an end user sends an email to firstname.lastname@example.org it should create a ticket in Intelligent Service Management.
To set up such a system, you need to do the following configurations:
Refer below screenshot of sample configuration.
Set up the outbound mailbox to define how the application sends out email notifications. The administrator can enable encryption for outbound email notifications to protect content, using security protocols such as Transport Layer Security (TLS) and Secure Sockets Layer (SSL).
Note: By default, Serviceaide email server is configured without encryption. This encryption configuration is required, only if custom email server is specified.
To configure outbound email encryption with the SMTP server, you must specify these values:
Configure port number for TLS and SSL.
To configure the port numbers for TLS and SSL protocol, specify these details:
Navigate to Manage> Tools> Configuration Parameter.
Configure the outbound mailbox.
Follow these steps:
Mandatory Field Name
Email Server (Hostname)
Specify the value example 'smtp.example.com' (without the quotes).
Reply-To Display Name
The Display Name that you would like to set on your Outgoing Emails.Example: IT Service Desk
The sender email address that is displayed to the users for emails sent from Intelligent Service Management.
When users reply to a notification, such replies are sent to this email address. This field displays all the Associated Email Addresses configured under the Inbound Email tab.
Email Server Username
Specify the value of username which is configured on email server and allowed to sent mails from that server.
Email Server Password
Specify value for password for the Email Server Username