Working with Email Servers
Role: Administrator
The configuration for the email service provider is stored as a business object in the Neurons for ITSM database, which is tenant-specific.
The email service uses the individual configuration of the tenant to send emails. Neurons for ITSM currently supports the SMTP, Microsoft Graph, and Microsoft Exchange web service protocols.
Various options are available within the main Email Configuration workspace to customize your email settings. Select the tabs at the bottom of the workspace to see the options.
Accessing the Email Configuration Workspace
Do one of the following to access the Email Config workspace:
- Log in to the application and open the Email Config workspace.
- From the Configuration console, select Configure > Email Configuration > Servers to open the Email Configuration workspace.
The default configuration includes a single inbox record. Use this inbox to create incidents from emails.
Configuring the Outgoing and Incoming Email Servers
The email servers are mostly configured during installation; if you haven't done this, then follow these steps to configure them after the installation. Any email configuration change takes effect in the next email poll interval.
- Log in to Neurons for ITSM as Administrator.
- Open the Email Config workspace.
- Select your required protocol in the Mail Protocol field, configure the displayed fields, and then Save the configuration. The options are as follows:
- Exchange Web Services
- Google Service Account
- Microsoft Graph
- SMTP
If you select Exchange Web Services, ensure that your mail server supports the Microsoft Exchange web service.
Field | Description |
|---|---|
Outgoing Server | |
Host | The host address of the mail protocol. Use the following format for the mail protocol host address, as shown in the examples below: https://owa.mycompany.com/EWS/Exchange.asmx or https://outlook.office365.com/EWS/Exchange.asmx |
Authentication | The authentication method. The only available options are - AuthLogin and Plain. |
User Name | A valid email address. |
Password | Only shown if you select Authentication as Plain. The password for the email address. |
Client Login URL | Only shown if you select Authentication as AuthLogin. The endpoint URL. For example, https://login.microsoftonline.com/. This can be obtained from the Azure Active Directory where you have registered an application. The entry in the Client Tenant ID field is automatically appended to the Client Login URL when the request is sent. |
Client Resource URL | Only shown if you select Authentication as AuthLogin. The value is https://outlook.office365.com |
Client Tenant ID | Only shown if you select Authentication as AuthLogin. The directory (tenant) ID. Obtain the ID from the Azure Active Directory where you have registered an application. |
Client ID | Only shown if you select Authentication as AuthLogin. The application ID. Obtain the ID from the Azure Active Directory where you have registered an application. |
Client Secret Key | Only shown if you select Authentication as AuthLogin. Enter the client secret value. Obtain the value from the Azure Active Directory where you have registered an application (shown in the Value field). |
Send Mail Timeout | The number of seconds to wait for a timeout error to be indicated when a server delay occurs while sending an email. |
Block Outgoing Email | Blocks outgoing emails (only receives emails). |
Email Address Override | Overrides the email address to which the email is sent. |
Embedded Image Type | The type of embedded images to use. Can be either Attached Images (CID) or Inline Images (Base64). We recommend selecting Attached Images (CID) if you are using Microsoft Exchange or Microsoft Outlook and selecting Inline Images (Base64) if you are using IBM Domino (formerly called IBM Lotus Domino). |
Attach Conversation ID to Outgoing Email | Attaches a Conversation ID to outgoing emails. Select this option if you want to correlate conversations with business object records. |
Conversation ID Location | Only shown if you select Attach Conversation ID to Outgoing Email). Location of the Conversation ID in the email from the drop-down list (Body (plain text) or Subject. |
Conversation ID Prefix | Only shown if you select Attach Conversation ID to Outgoing Email. The optional value entered in this field replaces the default prefix added to Conversation IDs. |
Test Connection | Tests the connection between Neurons for ITSM and the protocol service you have selected. After you select Test Connection, the application displays a confirmation message stating that the application will check the connection and then send an email to the specified user account. The specified user account is the email address that is specified in the User Name field in the Outgoing Server section of the Email Config workspace. If the connection test fails there may be a number of reasons for this, here are some examples:
|
Incoming Message Handling Rules for All Inboxes | |
Keep Full Incoming Message as an Attachment | Puts incoming messages into attachments. |
Email Component Type | The email mechanism to use. Can be either Advanced or Basic (default). After you select the email component type, the application disables the existing inboxes because the authentication type may not be supported by the email component type. Update the authentication values for the inbox records to match the value of the updated email component type. Refer to Creating an Inbox.
|
Field | Description |
|---|---|
Outgoing Server | |
Authentication | The authentication method. The only available option is AuthLogin. |
Service Account Address | Enter your Google service account email address. |
Private Key | Enter your Google service account private key. This is required to enable your Google service account to be used from outside of the Google Cloud and authenticate with Google API's. |
User Name | A valid email address. |
Send Mail Timeout | The number of seconds to wait for a timeout error to be indicated when a server delay occurs while sending an email. |
Block Outgoing Email | Blocks outgoing emails (only receives emails). |
Email Address Override | Overrides the email address to which the email is sent. |
Embedded Image Type | The type of embedded images to use. Can be either Attached Images (CID) or Inline Images (Base64). We recommend selecting Attached Images (CID) if you are using Microsoft Exchange or Microsoft Outlook and selecting Inline Images (Base64) if you are using IBM Domino (formerly called IBM Lotus Domino). |
Attach Conversation ID to Outgoing Email | Attaches a Conversation ID to outgoing emails. Select this option if you want to correlate conversations with business object records. |
Conversation ID Location | Only shown if you select Attach Conversation ID to Outgoing Email). Location of the Conversation ID in the email from the drop-down list (Body (plain text) or Subject. |
Conversation ID Prefix | Only shown if you select Attach Conversation ID to Outgoing Email. The optional value entered in this field replaces the default prefix added to Conversation IDs. |
Test Connection | Tests the connection between Neurons for ITSM and the protocol service you have selected. After you select Test Connection, the application displays a confirmation message stating that the application will check the connection and then send an email to the specified user account. The specified user account is the email address that is specified in the User Name field in the Outgoing Server section of the Email Config workspace. If the connection test fails there may be a number of reasons for this, here are some examples:
|
Incoming Message Handling Rules for All Inboxes | |
Keep Full Incoming Message as an Attachment | Puts incoming messages into attachments. |
Email Component Type | The email mechanism to use. Can be either Advanced or Basic (default). After you select the email component type, the application disables the existing inboxes because the authentication type may not be supported by the email component type. Update the authentication values for the inbox records to match the value of the updated email component type. Refer to Creating an Inbox.
|
Field | Description |
|---|---|
Outgoing Server | |
Authentication | The authentication method. The only available option is AuthLogin. |
Client ID | The application ID. Obtain the ID from the Azure Active Directory where you have registered an application. |
Client Tenant ID | The directory (tenant) ID. Obtain the ID from the Azure Active Directory where you have registered an application. |
Client Secret Key | Enter the client secret value. Obtain the secret key value from the Azure Active Directory where you have registered an application (shown in the Value field). |
Client Login URL | The endpoint URL. For example, https://login.microsoftonline.com/. Obtain the URL from the Azure Active Directory where you have registered an application. The entry in the Client Tenant ID field is automatically appended to the Client Login URL when the request is sent. |
Client Resource URL | The value is https://graph.microsoft.com/ |
User Name | A valid email address. |
Send Mail Timeout | The number of seconds to wait for a timeout error to be indicated when a server delay occurs while sending an email. |
Block Outgoing Email | Blocks outgoing emails (only receives emails). |
Email Address Override | Overrides the email address to which the email is sent. |
Embedded Image Type | The type of embedded images to use. Can be either Attached Images (CID) or Inline Images (Base64). We recommend selecting Attached Images (CID) if you are using Microsoft Exchange or Microsoft Outlook and selecting Inline Images (Base64) if you are using IBM Domino (formerly called IBM Lotus Domino). |
Attach Conversation ID to Outgoing Email | Attaches a Conversation ID to outgoing emails. Select this option if you want to correlate conversations with business object records. |
Conversation ID Location | Only shown if you select Attach Conversation ID to Outgoing Email). Location of the Conversation ID in the email from the drop-down list (Body (plain text) or Subject. |
Conversation ID Prefix | Only shown if you select Attach Conversation ID to Outgoing Email. The optional value entered in this field replaces the default prefix added to Conversation IDs. |
Test Connection | Tests the connection between Neurons for ITSM and the protocol service you have selected. After you select Test Connection, the application displays a confirmation message stating that the application will check the connection and then send an email to the specified user account. The specified user account is the email address that is specified in the User Name field in the Outgoing Server section of the Email Config workspace. If the connection test fails there may be a number of reasons for this, here are some examples:
|
Incoming Message Handling Rules for All Inboxes | |
Keep Full Incoming Message as an Attachment | Puts incoming messages into attachments. |
Email Component Type | The email mechanism to use. Can be either Advanced or Basic (default). After you select the email component type, the application disables the existing inboxes because the authentication type may not be supported by the email component type. Update the authentication values for the inbox records to match the value of the updated email component type. Refer to Creating an Inbox.
|
Field | Description |
|---|---|
Outgoing Server | |
Host | The host address of the mail protocol. The format should be as in the examples given below: https://owa.mycompany.com/EWS/Exchange.asmx or https://outlook.office365.com/EWS/Exchange.asmx |
Port | The SMTP port number. The default is 25. |
Authentication | The authentication method. The only available option is AuthLogin. |
Use SSL/TLS | Can be either SSL (secure sockets layer) or TLS (transport layer security). |
User Name | A valid email address. |
Password | The password for the email address. |
Send Mail Timeout | The number of seconds to wait for a timeout error to be indicated when a server delay occurs while sending an email. |
Block Outgoing Email | Blocks outgoing emails (only receives emails). |
Email Address Override | Overrides the email address to which the email is sent. |
Embedded Image Type | The type of embedded images to use. Can be either Attached Images (CID) or Inline Images (Base64). We recommend selecting Attached Images (CID) if you are using Microsoft Exchange or Microsoft Outlook and selecting Inline Images (Base64) if you are using IBM Domino (formerly called IBM Lotus Domino). |
Attach Conversation ID to Outgoing Email | Attaches a Conversation ID to outgoing emails. Select this option if you want to correlate conversations with business object records. |
Conversation ID Location | Only shown if you select Attach Conversation ID to Outgoing Email. Location of the Conversation ID in the email from the drop-down list (Body (plain text) or Subject. |
Conversation ID Prefix | Only shown if you select Attach Conversation ID to Outgoing Email. The optional value entered in this field replaces the default prefix added to Conversation IDs. |
Test Connection | Tests the connection between Neurons for ITSM and the protocol service you have selected. After you select Test Connection, the application displays a confirmation message stating that the application will check the connection and then send an email to the specified user account. The specified user account is the email address that is specified in the User Name field in the Outgoing Server section of the Email Config workspace. If the connection test fails there may be a number of reasons for this, here are some examples:
|
Incoming Message Handling Rules for All Inboxes | |
Keep Full Incoming Message as an Attachment | Puts incoming messages into attachments. |
Email Component Type | The email mechanism to use. Can be either Advanced or Basic (default). After you select the email component type, the application disables the existing inboxes because the authentication type may not be supported by the email component type. Update the authentication values for the inbox records to match the value of the updated email component type. Refer to Creating an Inbox.
|
Using the Email Configuration Tabs
Use the Trusted Sender Domain tab to manage the list of trusted domains. A trusted domain is one from which your organization expects secure information. You should only receive emails from domains that you place on the trusted domain list.
If no trusted domains are specified, all domains are blocked.
- Open the Email Configuration workspace.
- Select the Trusted Sender Domain tab.
- Select New.
The application displays the New Trusted Sender Domain workspace.
- In the Domain Name field, enter a valid domain name or enter * to accept emails from all domains.
- Select Save.
The application adds the domain to the list.
You can truncate (trim) a message body to remove reply content. This feature removes all text in the email after the word or words that you specify. For example, if you specify "Regards", then Neurons for ITSM looks through the email for the word "Regards". If it finds it, it removes, from both the email and the associated incident, all text that comes after that word.
- Open the Email Configuration workspace.
- Select the Truncate Body tab.
- From the tab toolbar, select New. The application displays the New Truncate Body Rule workspace.
- In the Body Line field, enter the text to search for.
- Select Save.
You can manage lists of status keywords for task assignments. Upon receiving a task assignment notification, the assignee can respond to the assignment by entering any default keywords.
- Open the Email Configuration workspace.
- Select the Task Assignment Status Keyword tab.
- Select New. The application displays the New Task Assignment Status Keyword workspace.
- Enter information into the fields.
- Task Assignment Status - A task status. Select from the drop-down list.
- Status Keyword - A keyword assigned to this status. For example, if you set the status accepted as a keyword, the status of tasks assigned to you are automatically set to accepted if it has accepted in the email subject line.
- Select Save. The application adds the task assignment status to the list.
You can manage lists of status keywords for approval status changes. Upon receiving an approval notification, the approver can respond by entering any of the default keywords - approved or denied in the email subject line to set the approval request to approved or denied.
- Open the Email Configuration workspace.
- Select the FRS Approval Status Keyword tab.
- Select New. The application displays the New FRS Approval Status Keyword workspace.
- Enter information into the fields.
- FRS Approval Status - Approval status. Select from the drop-down list.
- Status Keyword - A keyword assigned to this status. For example, if you select approved in the FRS Approval Status field and enter the matching keyword approved in this field, the approval record sets to approved when the approver enters approved in the email subject line.
- Select Save. The application adds the approval status to the list.
You can manage lists of subject lines to be ignored in an incoming message. This improves management of incoming messages by filtering out automated messages, such as auto-replies.
- Open the Email Configuration workspace.
- Select the Ignore message with subject tab.
- Select New. The application displays the New Tenant Email Subject Line workspace.
- In the Subject Line field, enter a subject line.
- Select Save. The application adds the subject line to the list.
You can manage lists of delivery failure messages to be ignored in an incoming message. This improves management of incoming messages by filtering out certain automated messages. It is best practice to always use this feature.
Failure to define a keyword may lead to the application sending excessive emails. For example, if your inbox receives a "Delivery Failure" email, a new incident is created, and a new notification is sent. This notification causes another "Delivery Failure" email, causing an infinite loop.
- Open the Email Configuration workspace.
- Select the Delivery failure notification tab.
- Select New. The application displays the New Tenant Email Subject Line workspace.
- In the Subject Line field, enter a subject line.
- Select Save. The application adds the subject line to the list.
You can update an existing record, based on additional data in the subject line. This process maps a custom pattern in the subject line of an email, then attaches the email to a specific business object. For example, the default pattern (such as Incident#incident_subject) tells the application to update an existing incident from this email and attach the email to this record. However, you can create a custom pattern that does the same thing (such as CodeIncident). The custom mapped part of the subject string (in this example, Code) triggers this behavior.
The feature only processes emails based on the subject line, and does not affect other behaviors; that is, you can only create or update the record of the business object configured for the inbox. For example, if the email listener is set to manage incident records, you cannot update change records.
- Open the Email Configuration workspace.
- Select the Object Name Mapping tab.
- From the tab toolbar, select New. The application displays the New Email Object Name Mapping workspace.
- Enter information into the fields.
- Subject Pattern - The pattern that triggers the mapping behavior. For example, if you designate Service Request as a pattern, then every email containing a subject starting with Service Request is mapped to the business object defined for the inbox.
- Business Object - The designated object to be appended to the subject line, such as ServiceReq.
- Select Save. The application adds the pattern to the list.
When the email listener receives an email, it evaluates the subject. If the subject contains the mapped value, the application updates the business object. If the subject value does not match, the application processes the business object as normal.
For example, say you have the following inboxes to process various business objects. Also, you have set up email object name mapping as follows:
Subject Pattern | Business Object |
|---|---|
Incident | Incident |
Service Request | ServiceReq |
Approval | FRS_ApprovalVoteTracking |
Ensure you enter the Name of the Business Object and not the Display Name in the Business Object field. The case should also be an exact match of the Business Object Name.
An email arrives with the subject line Incident# 1234.
- The email listener sees the hashtag (#), and the keyword Incident is identified.
- Incident tells the application that this is an incident record (as defined in the mapping).
- 1234 identifies the business object ID.
- The email is sent to the incident inbox and processed. If it matches an existing record, the record is updated. If it does not match and if Create Incident On Error is checked in the Inbox Configuration workspace, the application creates a new record. If it does not match an existing record and you did not check Create Incident On Error in the Inbox Configuration workspace, the application gives an error.
Another email arrives with the subject line Service Request# 9876.
- The email listener sees the hashtag (#), and the keyword Service Request is identified.
- Service Request tells the application that this is a service request record (as defined in the mapping).
- 9876 identifies the business object ID.
- The email is sent to the other business object inbox and processed. Refer to Creating an Inbox that Creates a Generic Business Object.