Adding/Editing IEM mailboxes



Navigate to: Administration > Incoming Email > IEM Mailboxes > Add.


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.


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

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.


Fill out the server, account and password information.


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


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 Settings > Email Settings.

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


(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, or


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


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


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


(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.


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


(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


(Optional) Select if you want users that are included on the CC: list of the email to be automatically added on the distribution list of issues.


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.

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

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.


(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.


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


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


(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.


Click Add Mailbox

The message Mailbox # was added successfully_ will display when the save is complete.

Once mailboxes are created, the values can be adjusted at any time. To edit the mailbox:


Navigate to Administration > Incoming Email > IEM Mailboxes > List All.


Click edit next to the appropriate mailbox in the list.


Make your changes in the Edit Mailbox screen that opens.


Click Update Mailbox.


The message Record updated successfully will display when the update is complete.