Knowledge Article

Article Number

000345959

Old Article Number

000009657

Article Type

Solutions to a Product Problem

Title

How to configure E-mail Monitor to read e-mails from Gmail

Summary

How to configure E-mail Monitor to read e-mails from Gmail

Product

Track-It!

Component

Applies to

BMC Track-It!

Problem

How do I setup Mail Monitor to read e-mails from Gmail?

Cause

Solution

NOTE: If you are running Track-It! 10.0 or 10.5, due to a change with the type of encryption that Google uses, e-mails may not be read correctly after following the steps in this article. To resolve the issue, please upgrade to at least Track-It! 10.5 Service Pack 1 (and follow the instructions in Mail Monitor configured for POP/SMTP does not work with Microsoft and Gmail hosted mailboxes), or upgrade to Track-It! 11.x.

Instructions:

Open Technician Client on the server and open the Administration Console.
Locate the Monitor Configuration area (depending on version):

Track-It! 11.2 and 11.3
Under Configuration -> Administration -> E-mail Configuration, click on Incoming E-mail Configuration.

Track-It! 10.x, 11.0 and 11.1

Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Configuration.

Select IMAP (only 11.2 or higher) or POP/SMTP (all versions) as the E-mail Type, and then click the Settings button.
Enter the following server information depending on the e-mail type being used:

IMAP

Server Information

Incoming Mail (IMAP): imap.gmail.com

Incoming Mail Server

Account name: The Gmail e-mail address

Password: The Gmail e-mail account password

Advanced tab

Server Port Number: 993
Enable the "This server requires an encrypted connection (SSL)" option

POP

Server Information

Incoming Mail (POP3): pop.gmail.com

Incoming Mail Server

Account name: The Gmail e-mail address
Password: The Gmail e-mail account password

Advanced tab

Server Port Number: 995
Enable the "This server requires an encrypted connection (SSL)" option

Click Save.
On the left side of the Administration Console window, click on Automated Schedule.
Enable Mail Monitor and set a polling frequency to check for new e-mails.
Click Ok to save the changes.

Sign in using App Passwords

An App password is a 16-digit passcode that gives an app or device permission to access your Google Account. If you use 2-Step-Verification and are seeing a “password incorrect” error when trying to access your Google Account, an App password may solve the problem. Most of the time, you’ll only have to enter an App password once per app or device, so don’t worry about memorizing it.

Note: If you have iOS 8.3 or greater on your iPhone or OSX 10.10.3 on your Mac, you will no longer have to use App passwords to use 2-Step Verification when using the Gmail or any Google branded Apps from iTunes. Using the Google option on the native iOS mail client also does not require App passwords.

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