Email to Record Configuration

Mail server has to be configured in the service desk module so that when an e-mail is sent to the specified e-mail ID, automatically a service desk record is generated. This is to facilitate service desk users as well as those users who are not a part of SapphireIMS to submit a record.

To configure the mail server, click the ‘Settings’ tab. In the ‘Service Desk Configuration’ section, click ‘Email to Record Configuration’. The list of configured rules for e-mail to record submission are displayed.

Select the configured rules and click 'DELETE' to delete the rules.
Select the configured rules and click 'DEACTIVATE' to deactivate the rules.
Select the configured rules and click 'ACTIVATE' to activate the deactivated rules.
Select the configured rules and click 'FETCH NOW' to fetch the e-mails immediately and convert them to records
Click 'ADD' to add a new e-mail to record configuration rule. Refer to Adding E-mail To Record Rule for details.

Global Settings

There are some global settings which need to be configured.
Click on the '+' against 'Advanced Settings'.

Select the option to enable or disable the feature.
Set the 'Email Read/Poll/Download Interval' value which is the interval at which SapphireIMS scans the mailbox for new E-mails. The default is 120 seconds.
Set the 'Connect Timeout' value until which the connection to the mailbox is retried. The default is 3 seconds.
Set the 'Mail Read Timeout' value until which SapphireIMS attempts to retrieve an E-mail. The default is 300 seconds. Note that this value should be more than the 'Connect Timeout' value.
Click on 'Update' to save the configuration.

Adding E-mail To Record Rule

Click on 'ADD' to create a new configuration. The following screen is displayed.

Serial No.	Field Name	Description
1	Configuration Name	Enter a name for the configuration.
2	Server Name	Specify the POP3 mail server or IMAP mail server or Exchange server name.
3	Transport	Select the mode of transport to be used for receiving e-mails. Note: The Basic Exchange Authentication has been deprecated by Microsoft and is no longer supported. Please use Modern Authentication options which is either 'Modern Exchange' or 'Modern IMAP'.
4	APOP Authentication	This option is displayed if 'POP' transport is selected. With APOP, your password is encrypted while being transmitted over the network. If your mail server supports this authentication, then check this box.
5	Use SSL	This option is displayed if 'POP' or 'IMAP' or 'Modern IMAP' is selected. Check this box to enable SSL. Please follow the steps in Appendix->Enable HTTPS and SSL->Using certificates from a Third Party for installing the SSL certificate.
6	Port Number	This is applicable for 'POP' and 'IMAP' transports. Specify the port on which the POP3 server/ IMAP server/Exchange server listens on
7	Polling Email ID	This is applicable for 'POP' and 'IMAP' transports. Specify the e-mail ID to which the notifications are to be sent
8	Mail Profile	This is applicable for 'Modern Exchange' and 'Modern IMAP'. Select the Mail Profile which is to be used. Refer to Settings->Advanced System Settings->Mail Profiles for details on configuring Mail Profiles.
9	User Name	User Name used to authenticate users. This field is made read-only and will be automatically populated for 'Modern Exchange' and 'Modern IMAP'.
10	Authorize Access	This is applicable for 'Modern Exchange' and 'Modern IMAP'. Click on this button to allow the Authorization to be done. A pop-up screen is displayed to enter the credentials for the account from which the mails are to be accessed and records created. This needs to be done once initially.
11	Password	This is applicable for 'POP' and 'IMAP' transports. Valid password used to authenticate users
12	Maximum Message Size (MB)	Default size of message attachments is 5 MB. If the mail size exceeds the limit, the record will be processed without the attachments
13	Domain Filter	Select Domain Filter Required as 'Yes' if you want a filter to process incoming mails. Enter the 'Domain Filter'. Only e-mails from the specified domain filter are converted to service desk requests.
14	Enable Email Command	Check this box to enable the technician to delimit fields in the e-mail, according to which the e-mail can be parsed and corresponding fields can be set. Refer to Email Command for more information
15	Spam Filter Rules	Select the spam filter rule condition if any. If the incoming mails match the spam filter rule, they are not downloaded and converted into service desk records. The individual components of the Spam filter rule can be deleted (click on 'x') or modified (click on the operator or filter keyword and a drop down appears).
16	Enable Domain Lookup	Check this box to enable 'Domain Lookup' feature. This feature enables auto submission of requests from email even if the sender email address is not present as a user in SapphireIMS. Here the system looks at the domain name of the sender email Id and creates a request if the domain name in the email Id matches the domain name in the 'Domain Lookup Rule' specified in the Email to Record Conversion Rule and associates the requests to a specific user as mentioned in the 'Domain Lookup Rule'.
17	Auto Record Submission	Select this option to enable automatic conversion of e-mails to tickets
18	Project	Select the project from the drop down. Based on the selected project the category and the sub category will get populated.
19	Service	Depending on the project selected service drop down list box gets appropriately populated. Select "Service" from the drop down box
20	Category	Depending on the service selected category drop down list box gets populated. Select the Category
21	Sub Category	Depending on the category selected sub category drop down list box gets populated. Select the Sub Category
22	Urgency and Impact	Select the urgency and impact fields required for the service desk request
23	Mode	Select the default mode of record submission
24	Test	Click 'Test' to send a test mail to the polling e-mail ID
25	Add/Update	Adds the mail server settings and returns to the listing screen.

For IMAP mail server option, SPAM folders (and other folders of user choice) are iterated along with Inbox folder under Email to Record Configuration.

Click on “Scan Mailbox” to scan the mailbox of the configured email id and get the list of folders available in the mailbox (Proper Server Name, Use SSL, Port Number, Polling Email Id, User Name and Password should be provided)
Select the Email Folders to include for Email to Record Conversion (by default “Inbox” folder is selected and included for Email to Record Conversion)

To activate or deactivate an Email to record configuration, select the configuration name in the listing page and click the corresponding button