SMTP Settings

The SMTP server needs to be configured to send out the Service Desk E-mail notifications as well as e-mails from the context of the record. This configuration is project based which means that each project can have different SMTP server configuration for e-mail notifications related to service desk records.

Limits can be set on the number of recipients and number of mails in a day. Refer section Setting Global Limits for Mails.

Click on 'Email & SMS Notifications' option on the right hand side panel.
Click on 'SMTP Settings'. The SMTP settings configuration screen is displayed. Select the 'Mail Service' as 'SMTP'.

The fields are described below if you select the mail service as SMTP. If you select Exchange, refer section Exchange Mail Service. For modern authentication with Exchange refer Settings for Exchange using OAuth2 Authentication. For modern authentication with GSuite/Gmail refer Settings for GSuite/GMail using OAuth2 Authentication.

Serial No	Field Name	Description
1	SMTP Server	Specify your SMTP server name.
2	From Address	Specify the e-mail address from which the notifications need to be sent.
3	From Address Display Tag	Name that will be displayed as the ‘Sender’.
4	SMTP Port	Port on which SMTP service is running.
5	Authentication	Check this box if your SMTP server requires authentication. If checked, you need to provide a valid username and password, this will be used to authenticate the SMTP server.
6	isTLS (transport layer security- a protocol that provides communication security over the internet)	Check this box to allow the client to connect to TLS enabled server requesting a secure connection.
7	isSSL (secure socket layer - a secured layer for communications over the network)	Check this box if SSL protocol has to be used for secured communication. The path of the SSL certificate has to be provided in the 'StartWebConsole.bat' file present in '<Installed folder\SapphireIMS\WebManagement\bin>' folder.
8	Advanced Settings	'To's': Enter the maximum number of recipients to whom the E-mail can be sent. 'Cc's': Enter the maximum number of recipients to whom the E-mail can be copied. 'Mails per day': The maximum number of E-mails that can be sent in a day. 'Limits Mails Modulewise': Check this to further restrict the limits for each feature in ITSM. 'State Change': Limits for State Change E-mails 'SLA and Escalation': Limits for SLA and Escalation E-mails 'Mails on Update': Limits on E-mails on record updates 'Mails on Enclosure': Limits on E-mails on enclosure updates 'Mails on Workgroup Updates': Limits on E-mails on workgroup updates 'Mail on Project Transfer': Limits on Project Transfer E-mails. 'KB and KEDB': Limits on E-Mails on KB and KEDB 'Reminder': Limits on Reminder E-mails 'Send Mails': Limits on E-mails sent from the record 'Reports': Limits on scheduled reports sent in E-mails 'Link and De-link Requests': Limits on E-mails for linking records When the limits are exceeded, mails go into a back log for further action. Refer Pending Mails for Approval.

Click the 'Test' button to verify the SMTP settings. This will initiate an e-mail transaction and send a test mail (to the same ID as a self test); if this is successful then the SMTP settings are correct. If this throws an error, then verify your SMTP settings.
Click on 'Update' to save the configuration.

Exchange Mail Service

Click on 'Email & SMS Notifications' option on the right hand side panel.
Click on 'SMTP Settings'. The SMTP settings configuration screen is displayed. Select the 'Mail Service' as 'Exchange'.

The fields are described below.

Serial No	Field Name	Description
1	From Address	Enter the 'From Address' which is the email account from which the mail is to be sent.
2	User Name	Enter the 'User Name' for the email account
3	Password	Enter the 'Password' for the email account
4	Advanced Settings	'To's': Enter the maximum number of recipients to whom the E-mail can be sent. 'Cc's': Enter the maximum number of recipients to whom the E-mail can be copied. 'Mails per day': The maximum number of E-mails that can be sent in a day. 'Limits Mails Modulewise': Check this to further restrict the limits for each feature in ITSM. 'State Change': Limits for State Change E-mails 'SLA and Escalation': Limits for SLA and Escalation E-mails 'Mails on Update': Limits on E-mails on record updates 'Mails on Enclosure': Limits on E-mails on enclosure updates 'Mails on Workgroup Updates': Limits on E-mails on workgroup updates 'Mail on Project Transfer': Limits on Project Transfer E-mails. 'KB and KEDB': Limits on E-Mails on KB and KEDB 'Reminder': Limits on Reminder E-mails 'Send Mails': Limits on E-mails sent from the record 'Reports': Limits on scheduled reports sent in E-mails 'Link and De-link Requests': Limits on E-mails for linking records When the limits are exceeded, mails go into a back log for further action. Refer Pending Mails for Approval.

Click the 'Test' button to verify the Exchange settings. This will initiate an e-mail transaction and send a test mail (to the same ID as a self test); if this is successful then the Exchange settings are correct. If this throws an error, then verify your Exchange settings.
Click on 'Update' to save the configuration.

Settings for Exchange using OAuth2 Authentication

Click on 'Email & SMS Notifications' option on the right hand side panel.
Click on 'SMTP Settings'. The SMTP settings configuration screen is displayed. Select the 'Mail Service' as 'OAuth2 Authentication Exchange'.

The fields are described below.

Serial No	Field Name	Description
1	Mail Profile	Select a 'Mail Profile'. Refer to the topic Settings->Advanced System Settings->Mail Profiles for creating mail profiles.
2	From Address	Enter the 'From Address' which is the email account from which the mail is to be sent.
3	Authorize Access	Click on this button to authenticate. This needs to be done the first time.
4	Advanced Settings	This is applicable only for ITSM module. 'To': Enter the maximum number of recipients to whom the E-mail can be sent. 'Cc': Enter the maximum number of recipients to whom the E-mail can be copied. 'Limits per day': The maximum number of E-mails that can be sent in a day. 'Limits Mails Modulewise': Check this to further restrict the limits for each module. ITSM is the only module currently which supports restrictions. 'Limit sub modules of ITSM': Check this to further set limits to the mails sent by 'User Survey', 'Feedback' and 'Announcements' module. When the limits are exceeded, mails go into a back log for further action. Refer Pending Mails for Approval.

Click the 'Test' button to verify the SMTP settings. This will initiate an e-mail transaction and send a test mail (to the same ID as a self test); if this is successful then the SMTP settings are correct. If this throws an error, then verify your SMTP settings.
Click on 'Update'.

Settings for GSuite/GMail using OAuth2 Authentication

Click on 'Email & SMS Notifications' option on the right hand side panel.
Click on 'SMTP Settings'. The SMTP settings configuration screen is displayed. Select the 'Mail Service' as SMTP OAuth2 GSuite/Gmail'.

The fields are described below.

Serial No	Field Name	Description
1	SMTP Server	Specify your SMTP server name
2	From Address Display Tag	Name that will be displayed as the ‘Sender’
3	SMTP Port	Port on which SMTP service is running
4	Mail Profile	Select a 'Mail Profile'. Refer to the topic Settings->Advanced System Settings->Mail Profiles for creating mail profiles.
5	From Address	Enter the 'From Address' which is the email account from which the mail is to be sent.
6	Authorize Access	Click on this button to authenticate. This needs to be done the first time.
7	Advanced Settings	This is applicable only for ITSM module. 'To': Enter the maximum number of recipients to whom the E-mail can be sent. 'Cc': Enter the maximum number of recipients to whom the E-mail can be copied. 'Limits per day': The maximum number of E-mails that can be sent in a day. 'Limits Mails Modulewise': Check this to further restrict the limits for each module. ITSM is the only module currently which supports restrictions. 'Limit sub modules of ITSM': Check this to further set limits to the mails sent by 'User Survey', 'Feedback' and 'Announcements' module. When the limits are exceeded, mails go into a back log for further action. Refer Pending Mails for Approval.

Click the 'Test' button to verify the SMTP settings. This will initiate an e-mail transaction and send a test mail (to the same ID as a self test); if this is successful then the SMTP settings are correct. If this throws an error, then verify your SMTP settings.
Click on 'Update'.

Pending Mails for Approval

When the limits exceed, sending of mails is paused and the list of backlog mails is displayed to take action. Click on to view this screen.

If you want to send any mails, select the mails and click on 'Resume'.
To discard mails, select the mails and click on 'Suspend'. Mails which are suspended will be displayed under 'Suspended Mails'. Refer to Suspended Mails.
Click on 'Settings' button to return to the 'SMTP Settings' screen.
Check the 'Auto Resume' box to automatically cause the mails sending to be resumed once the count of pending mails falls below the threshold or the limits are increased. Note that the Auto Resume box should be first checked before increasing the limits.

Suspended Mails

Click on 'Suspended Mails' button to view the suspended mails.

Note: Mails in this list remain forever and are not purged.

Setting Global Limits for Mails

The following Global Settings set the overall limits globally across all modules. This can be set in the Global Settings. Refer to Settings->Advanced System Settings->Global Settings for details.

'MAIL_LIMIT_PER_DAY_SMTP' - set the limit for overall mails outgoing per day for SMTP server.
'RECIPIENTS_LIMIT_PER_MAIL_SMTP' - set the limit for recipients per mail for SMTP server.