What steps are necessary to configure Track-It! to send and receive mail?

NOTE: The following applies to Track-It! 9 through 11.1. If you are using a higher version of Track-It!, please see How to configure Track-It! 11.2, 11.3 and 11.4 to send and receive mail

Configuring Outbound E-Mail Capability

1. Enter the Mail Server Information
   1. In Technician Client, click Tools -> Administration Console.
   2. Under Configuration, expand Administration -> E-mail Configuration, and then click SMTP Configuration.
   3. Enter the SMTP Host name and port number (port 25 is the default for SMTP) NOTE: Some Antivirus software, such as McAfee, block port 25. Make sure an exclusion has been configured to allow the sending of mail through port 25.
   4. If your mail server requires authentication, enable the "SMTP requires authentication" box and fill in the appropriate username and password.
   5. Next click on From Address under SMTP Configuration.
   6. In the "From Address" field enter the e-mail address from which the notifications will appear to be sent.
   7. If desired, change the "From Address Display Name". NOTE: If your outgoing mail server is Exchange and the e-mail address entered in the From Address field exists on the Exchange server, the display name associated with that SMTP e-mail address in Exchange will appear in the notifications rather than the Display Name entered here.
   8. Click Apply at the bottom to save the changes that have been made. For information on sending e-mails through Gmail, please see How to configure Track-It! to send e-mails through Gmail
2. Setup Events that Will Trigger Notifications.
   1. In the Administration Console, under the Lookup Tables node, expand Help Desk and click on Event Policies.
   2. If you do not have an Event Policy named "Default Event Policy", please take the following steps to create it:
      1. Click the Add button to add a new Event Policy.
      2. Enter the name for the policy as "Default Event Policy" and make sure NO matching criteria is defined. This will ensure that all new work orders, regardless of values selected in them, will have notifications sent.
      3. Click Configure Notifications.
      4. Under the Requestor tab, enable the "New Work Order" and "Work Order Closed" options.
      5. Under the Assigned Technician tab, enable the "New Work Order", "Modified Work Order", and "Work Order Closed" options.
      6. Click Ok and then click Save to save the policy. This configuration, as setup thus far, will send a New notification to the Technician Assigned and Requestor of the work order when it is created, send a Modified notification to the Technician Assigned if the work order is updated, and will send a Completed notification to the Requestor when the work order is completed.
      7. Save the policy.
   3. Add and configure notifications for any additional Event Policies that you would like to have. NOTES:
      1. Notifications will not be sent to the Technician Assigned if that same technician is the one who had created or modified the work order. In that case, only the requestor will receive them.
      2. The policy is enabled by default. If you would like to disable the policy, un-check the "Policy Enabled" box in the lower left.
3. Configure the Display Options
   1. In the Administration Console, under Configuration -> Administration -> E-mail Configuration click on From Address.
   2. Enter the "From" address from which the notifications will be sent. This should match the E-Mail Monitor address and is especially important in Track-It! 10.5 to ensure that e-mail replies are appeneded to the existing work orders.
   3. If you would like a "friendly name" displayed in the e-mail, enter it into the "From Address Display Name" field.

Configuring Inbound E-mail Processing NOTE: The following steps must be done on the Track-It! server. If using a session based remote control application such as Remote Desktop, make sure to connect with the /console or /Admin switch, depending on the operating system of the Remote Desktop client: When connecting to the server from Windows XP RTM/SP1/SP2, Windows Server 2003 RTM/SP1/SP2, and Windows Vista RTM

mstsc ServerName /console When connecting to the server from Windows XP SP3, Windows Server 2003 SP3, Windows Vista, Windows 7, Windows Server 2008 and Windows Server 2012

mstsc ServerName /admin If a non-session based remote control product is used, such as PCAnywhere, VNC, Dameware, etc.) nothing extra is needed. Please refer the section that best describes the environment in which you would Mail Monitor to process e-mails.

Outlook with Exchange Server NOTE:

1. Outlook, configured to receive mail from a POP server (rather than connected to Exchange) is not supported for use with Mail Monitor. This is due to a security prompt that is generated by Outlook when a call is made from a 3rd party application such as Track-It!. Mail Monitor can only be used with Outlook if it is connected to an Exchange server.
2. Outlook must be installed in 32-bit mode. Mail applications like Track-It!, that are designed to run as 32-bit applications, are unable to communicate with the 64-bit MAPI subsystem.
   1. If it doesn't already exist, create the Windows account that users will send the e-mails to.
   2. Add this user to the local administrators group of the Track-It! server.
   3. Login to the server with this Windows account.
   4. Run Outlook and configure it to connect to the Exchange server (make sure Cached Exchange Mode is disabled).
   5. Open the Mail applet in the Windows Control Panel, click Show Profiles and take note of the profile name shown there.
   6. Open Technician Client on the server and open the Administration Console.
   7. Under Configuration -> Help Desk -> E-mail Monitor, click on Automated Schedule.
   8. Make sure E-mail Monitor is enabled and set a polling frequency to check for new e-mails.
   9. Click on Monitor Configuration.
   10. Make sure MAPI is selected and then select the profile name that was noted in step 5 above.
   11. Click Ok to save the changes. Alternatively, an Exchange Server configuration option is enabled, allowing you to connect directly to an Exchange server without having to install Outlook**. In Administration Console > Configuration -> Help Desk > E-mail Monitor, click on Monitor Configuration. Choose Exchange Server, and fill in the blanks for the Exchange server name, user name, password, and mailbox. Use the �Test Connection� button to verify that the information is correct. ** It is not necessary to have a default e-mail client on the server when using the Exchange Server setting, however, you must at least have the free Microsoft Exchange Server MAPI Client installed from Microsoft.

Gmail

To read e-mails from a Gmail account, please see How to Configure E-mail Monitor to Read E-mails from Gmail. Groupwise

1. Create a local administrator on the Track-It! server.
2. Login to the server with this Windows account.
3. Run Groupwise and configure it to receive mail.
4. Copy the Groupwise installed mapi32.dll from C:\Windows\System32 and overwrite the one Track-It! installed in the following directory, depending on Track-It! version: Track-It! 9 C:\Program Files\Common Files\Numara Software\Track-It! 9.0 Shared Track-It! 10.x C:\Program Files\Common Files\Numara Software\Track-It! Shared Track-It! 11.x C:\Program Files\Common Files\BMC Software\Track-It! Shared This file should be 621kb in size if using Groupwise 6. If Groupwise 7 is being used, the file may only be around 113kb. If that is the case, please take the following steps:
   1. Look for a mapi32x.dll in C:\Windows\System32.
   2. Rename the 113kb mapi32.dll to something else.
   3. Rename the mapi32x.dll to mapi32.dll (remove the x).
   4. Copy the file to the following directory depending on version: Track-It! 9 C:\Program Files\Common Files\Numara Software\Track-It! 9.0 Shared Track-It! 10.x C:\Program Files\Common Files\Numara Software\Track-It! Shared Track-It! 11.x C:\Program Files\Common Files\BMC Software\Track-It! Shared NOTE: If you cannot find the correct one, Click Here to download an archive containing the MAPI32.dll.
5. In Control Panel double click on the Mail icon, which will bring up the Novell GroupWise Properties box.
6. Click on Novell GroupWise in the services box and select Properties.
7. Select More Settings, then click on the Use this password radial button.
8. Enter the password for the GroupWise mailbox.
9. Open Technician Client on the server and open the Administration Console.
10. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Schedule.
11. Enable Mail Monitor and set a polling frequency to check for new e-mails.
12. Click on Monitor Configuration (under Monitor Schedule on the left).
13. Make sure MAPI is selected.
14. Click Ok to save the changes.
15. Restart the Track-It! Service Management service.

POP3 Server

1. Create a local administrator on the Track-It! server.
2. Open Technician Client on the server and open the Administration Console.
3. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Schedule.
4. Enable Mail Monitor and set a polling frequency to check for new e-mails.
5. Click on Monitor Configuration (under Monitor Schedule on the left).
6. Make sure POP/SMTP is selected and then enter the server information. NOTE: If you are trying to configure E-mail Monitor to read from a Gmail account, please see article TIA05761. If needed, Outlook Express can be used with the same e-mail information to ensure that e-mails are being received as expected.
7. Click Ok to save the changes.

Lotus Notes

1. Create a local administrator on the Track-It! server.
2. Login to the server with that Windows account.
3. Install the Lotus Notes client and configure it to receive mail. NOTE: When Lotus Notes Client is installed, make sure to select the "Just Me" option rather than "Anyone who uses this computer".
4. Follow the instructions below, based on the version of Track-It! that is installed: Track-It! 9 Service Pack 2 (9.0.20.115), Service Pack 3 (9.0.30.248), Track-It! 10.x, or Track-It! 11
   1. Open Technician Client on the server and open the Administration Console.
   2. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Schedule.
   3. Enable Mail Monitor and set a polling frequency to check for new e-mails.
   4. Click on Monitor Configuration (under Monitor Schedule on the left).
   5. Make sure Lotus Notes is selected and then enter the required information under Settings.
   6. Restart the Track-It! Service Management service.
   Track-It! 9 RTM (9.0.0.198) or Service Pack 1 (9.0.10.168)
   1. On the Track-It! Server, open C:\Program Files\Numara Software\Numara Track-It! 8\Track-It! Server.
   2. Run LotusConfig.exe.
   3. Check the "Enable Lotus Notes" check box.
   4. Enter the Notes server name and the username and password of the account you will be using.
   5. Click the Test Login button to make sure it tests successfully.
   6. Click the Save button.
   7. Close the LotusConfig tool.
   8. Restart the Track-It! Service Management service.
   NOTE: It is important to note that in order for Mail Monitor to match to an existing user with a particular SMTP address, the Lotus server must be including the INetFrom property in the e-mail headers. Check the following
   1. In the Lotus server configuration, under the Configuration tab -> Messaging -> Configuration, edit the current configuration.
   2. Go to the MIME tab.
   3. Open the Advanced tab, followed by Advanced Outbound Message Options.
   4. Make sure "INetFrom" is added to the "Always send the following Notes items in headers" option as shown below.
   5. Save and Close the configuration and restart the Lotus service.