Managing IEM Mailboxes

Activating Incoming Email

As a prerequisite, you will need existing mailboxes to configure your IEM. If you have purchased a mailbox through Issuetrak, make sure you have that account information available.

Steps:

  1. Click the gear icon in the upper right > click Incoming Email beneath Email.
  2. Click the checkbox next to Process Incoming Email.
  3. Click Update.

A confirmation message will display when the update is complete. The Incoming Email menu option will then appear available on the Settings Lightbox.

Adding an Exchange, IMAP, or POP3 Mailbox

Steps:

  1. Click the gear icon in the upper right > click Incoming Email beneath Email.
  2. Click Add beneath Mailboxes in the right quick 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.

This can be useful if the mailbox you are adding has existing emails that need to be cleared before going live with this feature.

  1. Click the Server Type dropdown option corresponding to the type of mailbox you’re setting up (Exchange, IMAP, POP3).

When you select the Exchange server type, Enable Autodiscover is checked by default. To enter the Mail Server, Domain, and EWS endpoint URL manually, uncheck this option to make the appropriate fields available.

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

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

  2. Include return address and from name information. This needs to be a general account, not one that belongs to an actual user. 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.

If you're using POP, we recommend that your mailbox settings be set to mark messages read or deleted when accessed, instead of "Keep a copy in the mailbox." This is to avoid confusion as to whether the messages were processed.

  1. (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.

  2. (Optional) Choose whether Issuetrak will only process replies to existing issues from this mailbox.

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

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

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

  6. (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.

  7. (Optional) Select whether a default Issue Template should be applied to all new issues created. If this is selected, then the "Assign Issue Type" options above it will be grayed out.

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

  9. 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.  Users created via template will have organization memberships and permissions mirroring those selected in the template profile.
    • Create user with these default values. If selected, use the magnifying glass to set default Organization and Location values.

  10. (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.

  11. (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. 

    • If set to Accept email from existing users only, email from any address not found in your users table will be rejected. If you have specified a user to be notified on error, that user will get a notification that the issue was not created.

  1. (Optional) Enable Subscribe users from the email's CC list to the Issue. 

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

    • Only subscribe existing Issuetrak users or existing Active Directory users to Issue
    • Create users from this template:  (Select a template)
    • Create users with these default values:  (Select an organization)
       
  3. (Optional)  Enable Email login instructions when new user is created from a template. 

  4. (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.  

  1. (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.

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

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

  3. (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.

  1. Click Add Mailbox button. 

A confirmation message will appear when this process is complete.

Adding an Office 365 Mailbox

In order to add an Office 365 mailbox, you or your Azure administrator must create a new app registration in Azure, the steps to create this app registration and connect it to Issuetrak can be located in the following article.

About Microsoft Office 365 Integration

Once the Application is registered in Issuetrak you will then be able to access the Settings > Incoming Email page and configure the specific account to be processed into the site.

Configuring Issuetrak to Retrieve Mail from Office 365

Steps:

  1. Click the gear icon in the upper right > click Incoming Email beneath Email.
  2. Click Add beneath Mailboxes in the right quick 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. Select the Office 365 option from the Server Type dropdown menu.
  5. Select the name of the application you added to Issuetrak's Office 365 Applications screen earlier.
  6. Select the Mailbox Identifier Type:
    1. Email Address - Requires "User.Read.All" permission on the app registration.
    2. Principal Name/Object ID - Does not require "User.Read.All" permission on the app registration. 
  7. Fill out the Mailbox Identifier - The email address associated with the mailbox you will be retrieving email from, or Principal Name/Object ID from the app registration screen.
  8. 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.

    • This needs to be a general account, not one that belongs to an actual user.

  9. (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

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

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

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

  13. (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.

  14. (Optional) Select whether a default Issue Template should be applied to all new issues created.

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

  16. 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.  Users created via template will have organization memberships and permissions mirroring those selected in the template profile. 
    • Create user with these default values. If selected, use the magnifying glass to set default Organization and Location values.

  17. (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.

  18. (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. 

    • If set to Accept email from existing users only, email from any address not found in your users table will be rejected. If you have specified a user to be notified on error, that user will get a notification that the issue was not created.

  19. (Optional)  Enable Subscribe users from the email's CC list to the Issue. 

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

    • Only subscribe existing Issuetrak users or existing Active Directory users to Issue
    • Create users from this template:  (Select a template)
    • Create users with these default values:  (Select an organization)
       
  21. (Optional)  Enable Email login instructions when new user is created from a template. 

  22. (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.  

  23. (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.

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

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

  26. (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.

  27. Click Add Mailbox button. 

  28. A confirmation message will appear when this process is complete.

Adding a Gmail IMAP or POP3 Mailbox

In order to add a Gmail-based mailbox to IEM in Issuetrak, you or your designated IT contact must perform some steps within Google's environment, and then it is necessary to add the resulting information to Issuetrak's Google Applications screen. Specifically, you must have a Client ID and a Client Secret that has been generated for your Gmail account. Afterwards, you may proceed with adding and configuring a Gmail IMAP or POP3 mailbox using the steps below.

  1. Click the gear icon in the upper right > click Incoming Email beneath Email.
  2. Click Add beneath Mailboxes in the right quick 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. Select either Gmail IMAP or Gmail POP3 from the "Server Type" dropdown menu.
  5. Select the name of the application you added to Issuetrak's Google Applications screen earlier.
  6. Set the Return Address and From Name, if desired.
  7. Select whether you want messages to be deleted after processing. (We recommend that this remain checked).

If you're using POP, we recommend that your mailbox settings be set to mark messages read or deleted when accessed, instead of "Keep a copy in the mailbox." This is to avoid confusion as to whether the messages were processed.

  1. (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

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

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

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

  5. (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.

  6. (Optional) Select whether a default Issue Template should be applied to all new issues created.

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

  8. 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.  Users created via template will have organization memberships and permissions mirroring those selected in the template profile. 
    • Create user with these default values. If selected, use the magnifying glass to set default Organization and Location values.

  9. (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.

  10. (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. 

    • If set to Accept email from existing users only, email from any address not found in your users table will be rejected. If you have specified a user to be notified on error, that user will get a notification that the issue was not created.

  11. (Optional)  Enable Subscribe users from the email's CC list to the Issue. 

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

    • Only subscribe existing Issuetrak users or existing Active Directory users to Issue
    • Create users from this template:  (Select a template)
    • Create users with these default values:  (Select an organization)
       
  13. (Optional)  Enable Email login instructions when new user is created from a template. 

  14. (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.  

  15. (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.

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

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

  18. (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.

  19. Click Add Mailbox button. 

  20. 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.

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