To activate your system's outgoing email capabilities, including system-generated email notifications and user-initiated messages from the email issue and email article links:
Go to Administration > System > System Settings > Email Settings
Select Use Email under Outgoing Email Settings
Under Outgoing Mail Server Configuration, enter the name of the SMTP server sending your site's email as the Email Server. You can use a DNS name such as smtp.mycompany.com or an IP address.
If you are an Issuetrak Cloud customer, please see our article about the configuration options that are available to you for email delivery.
If your server is configured for TLS Encryption, check the box Use TLS Encryption and modify the port setting if necessary. The default TLS port is 587.
If authentication is required for the mail server you specified, select the Use Authentication checkbox to display the username and password fields and enter the required information.
Enter an email address for the Email Sender Address (e.g. “firstname.lastname@example.org”). This value will be the default From/Reply To addres for all system-generated email. Unless User is selected in step 7, this will also be the default From/Reply To address for all user-initiated emails.
For best results, configure Incoming Email (IEM) to ensure any replies will be automatically added as notes to related issues.
Enter a name/title for the Email Sender Name (e.g. “Your Service Team”). This value will be the default the From/Reply To name in emails sent from the system.
To test the mail server information provided, click the Test Mail Server button. A new window will appear and allow you to enter an email address to receive a test email via the server information provided.
If the test is successful, a green message will appear below the To Address field that states Connection Successful. If the test is unsuccessful, a red message will appear with details to assist in resolving the connection issue. If you cannot achieve a successful connection after correcting the specified settings, please contact our Support Team for assistance at 757-213-1351, email@example.com or https://support.issuetrak.com.
Under Outgoing Email Settings, select a Return Email Address Default for user-initiated emails. System will default to the Email Sender and Email Sender Name defined for system-generated email in steps 6 and 7. User will default to the email address and name of the user initiating the email.
To override the built-in default that excludes users on a distribution list from notification of events the themselves initiate, select Email to Initiator.
This setting is not normally recommended. The assumption behind this built-in default is initiators know the event occurred and often find its notification redundant. With the option checked, whoever performs an action (add note, assign, etc) will get an email confirmation of that action. Example…If a submitter adds a note to an issue, they will not be sent notification that this note was added to the issue. If a user assigns an issue to themselves, they will not be sent notification that this issue was assigned to them.
To send email notifications to distribution list members with On Note selected when issue Substatuses change, select Send Email on Substatus Change
Substatus must be activated in Administration > System > System Settings > Optional Fields for this setting to work.
To include a Suppress Email Notifications option on the View and Edit Issues screens, select Allow Suppression of Email Notifications for Issues. To display this option to Agents only (which we strongly recommend), select Only Allow for Agents.
Select the order to display notes within email notifications. Ascending Order will display oldest to newest. Descending Order will display newest to oldest.
The message Parameters successfully updated will then appear.