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

NOTE: The following information applies to Track-It! 11.2, 11.3, and 11.4 only. To configure inbound and outgoing e-mails in earlier versions of Track-It! please see How to configure Track-It! 9, 10, 10.5, 11, and 11.1 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 Outgoing E-mail 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 SSL, enable the "This server requires an ecnrypted connection (SSL)" box or select the SSL option from the drop down.
   5. If your mail server requires authentication, enable the "SMTP requires authentication" box and fill in the appropriate username and password.
   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 Send Test E-mail to test e-mail settings. NOTE: If the following error or similar appears ... Client does not have permissions to send as this sender. ... the problem is usually due to the fact that the Send Test E-mail feature tries sending the test e-mail as the logged on technician's e-mail address rather than the e-mail address entered into the Outgoing E-mail Configuration. When the 'SMTP server requires authentication option' is enabled and a different e-mail address than the logged on technician's e-mail address is entered there, the mail server sees this as an attempt to send as a different user and denies it. To avoid the error, you must change the e-mail address associated with the logged on technician to match what is entered under the 'SMTP requires authentication' section (or create a test technician with that e-mail address), log back into Technician Client on the server as that technician, and then perform the test.
   9. 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. Click the Add button to add a new Event Policy.
   3. Enter a name for the policy and then configure it to apply to certain matching criteria. NOTE: It is recommended that the first policy or "Default Event Policy" not specify any particular matching criteria. This will ensure that all new work orders, regardless of values selected in them, will have notifications sent.
   4. Click Configure Notifications.
   5. Under the Requestor tab, enable the "New Work Order" and "Work Order Closed" options.
   6. Under the Assigned Technician tab, enable the "New Work Order", "Modified Work Order", and "Work Order Closed" options.
   7. 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. 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.

Configuring Inbound E-mail Processing

NOTE 1:  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.

NOTE 2: Also make sure Incoming Mail box is not Shared Mailbox as it does not have a username and password, so users cannot log on to it directly.
 

Hosted Exchange (i.e. Office 365)

1. Open Technician Client on the server and open the Administration Console.
2. Under Configuration -> Administration -> E-mail Configuration, click on Incoming E-mail Configuration.
3. Make sure IMAP is selected for the E-mail Type and then click the Settings button.
4. Under the Servers tab enter the following for Incoming Mail: outlook.office365.com
5. Enter the credentials for the instance of Office 365 you will be using.
6. Under the Advanced tab make sure port 993 is entered, and enable "This server requires an ecrypted connection (SSL)".
7. Back under the Servers tab, click the Test Connection button.
8. Click OK if successful and then click Save.
9. Next, under the Automated Schedule node, set a polling frequency to check for new e-mails.
10. Click Ok to save the changes.

Exchange Web Service (Local Exchange server)

1. Open Technician Client on the server and open the Administration Console.
2. Under Configuration -> Administration -> E-mail Configuration, click on Incoming E-mail Configuration.
3. Make sure Exchange Web Service is selected as the E-mail Type and then click the Settings button.
4. Enter the username of the user who owns the mailbox and the user's password.
5. For the Exchange Service Web URL, the URL shown below is usually the default value that is configured in Exchange (where %ExchangeServerName% is the Netbios or Fully Qualified Name of the Exchange server): i.e. https://%ExchangeServerName%/EWS/Exchange.asmx NOTE: If the above URL doesn't work, you can determine the exact one to use by taking the following steps on a machine with Outlook installed:
   1. Find the Outlook icon in the System Tray (near the clock). You may need to click a small arrow there to see all of the icons.
   2. Hold down the CTRL key and right-click the icon.
   3. Choose "Test E-mail AutoConfiguration" from the resulting menu.
   4. Click the Test button. The URL for EWS is found next to "OOF URL".
6. Click the Test Connection button to verify that the information is correct.
7. New! In the Incoming E-mail Settings section, decide whether to mark the e-mails as as read, delete the e-mails from the server, or move the e-mails to another folder.
8. New! In the Additional Settings section, if you would like to stop E-mail Monitor from creating new work orders after hours, enable the "Don't check e-mails after Operating Hours" option.
9. Next, under the Automated Schedule node, set a polling frequency to check for new e-mails.
10. Click Ok to save the changes.

Gmail

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

IMAP New! (Exchange server, or any IMAP enabled mail server)

NOTE: To use IMAP to connect to Exchange, The Microsoft Exchange IMAP 4 service must be running on the Exchange server.

1. Open Technician Client on the server and open the Administration Console.
2. Under Configuration -> Administration -> E-mail Configuration, click on Incoming E-mail Configuration.
3. Make sure IMAP is selected as the E-mail Type and then click the Settings button.
4. Enter the server and user account information for the mailbox and then click Test Connection.
5. Once finished, click Save.
6. New! In the Incoming E-mail Settings section, decide whether to mark the e-mails as read, delete them from the server, or move them to another folder.
7. New! In the Additional Settings section, if you would like to stop E-mail Monitor from creating new work orders after hours, enable the "Don't check e-mails after Operating Hours" option.
8. Click Ok to save the changes.

POP3 Server

1. Open Technician Client on the server and open the Administration Console.
2. Under Configuration -> Administration -> E-mail Configuration, click on Incoming E-mail Configuration.
3. Make sure POP/SMTP is selected as the E-mail Type and then click the Settings button.
4. Enter the server and user account information for the mailbox and then click Test Connection.
5. Once finished, click Save.
6. New! In the Incoming E-mail Settings section, decide whether to mark the e-mails as read or delete them from the server.
7. New! In the Additional Settings section, if you would like to stop E-mail Monitor from creating new work orders after hours, enable the "Don't check e-mails after Operating Hours" option. NOTE: If you are trying to configure E-mail Monitor to read from a Gmail account, please see How to configure E-mail Monitor to read e-mails from Gmail.
8. Next, under the Automated Schedule node, set a polling frequency to check for new e-mails.
9. 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. Open Technician Client on the server and open the Administration Console.
5. Under Configuration -> Administration -> E-mail Configuration, click on Incoming E-mail Configuration.
6. Make sure Lotus Notes is selected and then click the Settings button.
7. Enter the required information and then click Save.
8. New! In the Incoming E-mail Settings section, decide whether to mark the e-mails as read, delete them from the server, or move them to another folder.
9. New! In the Additional Settings section, if you would like to stop E-mail Monitor from creating new work orders after hours, enable the "Don't check e-mails after Operating Hours" option.
10. Next, under the Automated Schedule node, set a polling frequency to check for new e-mails.
11. Click Ok to save the changes.
12. 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.