Managing IEM Mailboxes

Adding an IEM Mailbox

Steps:

1. Click the gear icon in the upper right > click Incoming Email beneath Email.
2. Click Add beneath Mailboxes in the right context menu.
3. Under Email Account Information, the first option available is an Active check box. This box will be checked by default when adding a new mailbox and can be unchecked to ensure new issues are not created if messages are sent to the specified address.

4. Click the radio button for the type of mailbox you’re setting up (Exchange, IMAP, POP3).

5. Fill out the server, account, and password information. If using IMAP or POP3, make sure you select Use TLS if applicable.

6. If using IEM Exchange, you will need to select your version from the drop-down.

7. Include return address and from name information. If you only have a single mailbox, you can omit this step and the system will automatically use the return address specified in System Lightbox > Outgoing Email beneath Email.

8. (Optional) Test your connection to the server information provided by clicking on Test Connection
   
   If the test is successful, a green message will appear next to the Test Connection button 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, support@issuetrak.com or https://support.issuetrak.com

9. (Optional) Select a user or group to be automatically assigned to new issues created.

10. (Optional) Select a default Class value to apply to all new issues created.

11. Select a default Issue Type to be applied to any new issue where the Type/Subtype was not derived.

12. (Optional) Select whether you want the system to derive the Issue Type/Subtype by scanning the subject line and finding an exact match or a contained match.

13. (Optional) Select whether a default Quick Pick should be applied to all new issues created.

14. (Optional) Select whether you want the system to derive a Quick Pick to apply by scanning the subject line and finding an exact match or a contained match to a Quick Pick name

15. Under the User creation section, select one of the radio button options.

    • Accept mail only from existing Issuetrak users, or active Active Directory users (if module purchased)
    • Submit new issues as a specified user. If selected, use the magnifying glass to select the specific user for the issues to be submitted under.
    • Create users from this template. If selected, use the magnifying glass to select an existing template, or click Add User Template to create a new template to be used.
    • Create user with these default values. If selected, use the magnifying glass to set default Organization and Location values.

16. (Optional) If either of the create options were selected, you can select whether to determine the Organization from the email domain. This will look at the email domain and attempt to match it to the web address field of an organization record. You can also select whether you want to email login credentials to those new users.

17. (Optional) If you want the submitting user account to have the ability to add notes to issues regardless of its ability to view those issues, you may uncheck the option labeled with "Require user to have issue visibility to add notes" which is enabled by default. 

18. (Optional)  Enable Include users from the email's CC list on the Issue's distribution list. 

19. (Optional)  Choose between the following three options:

    • Only add exiting Issuetrak users to Issue distribution list
    • Create users from this template:  (Select a template)
    • Create users with these default values:  (Select an organization)
       
20. (Optional)  Enable Email login instructions when new user is created from a template. 

21. (Optional)  Enable Attempt to determine organization from email domain when creating a user.  If this is enabled, IEM will compare each sender's email domain against the value stored for each organization's "IEM Email Domain" field and will associate the sender with the first matching value.  

22. (Optional) Select Reopen Issue if note added after close If you want closed issues to be reopened when someone sends in a reply via IEM.

23. Select a user to be notified if there are any errors in email processing.

24. Adding a value to the Attachments field applies a size limit to the individual Attachments IEM will add to issues.

25. (Optional) Adjust the loop prevention settings. The default is to refuse email when the mailbox received more than five messages from the same person within five minutes.

26. Click Add Mailbox button. 

A confirmation message will appear when this process is complete.

---

 

Updating an Existing Mailbox

Once mailboxes are created, the values can be adjusted at any time.

Steps:

1. Click the gear icon in the upper right > click Incoming Email beneath Email.
2. Click edit next to the appropriate mailbox in the list.
3. Make your changes in the Edit Mailbox screen that opens.
4. Click Update Mailbox.

A confirmation message will appear when this process is complete.

---

 

Deleting an IEM Mailbox

Note that you can always inactivate a mailbox at any time by toggling them on and off via the Active slider. However, if you choose to delete a mailbox, please follow the below steps.

Steps:

1. Click the gear icon in the upper right > click Incoming Email beneath Email.
2. Click del next to the mailbox you are deleting.
3. Click OK when prompted to confirm.

A confirmation message will appear when this process is complete.