Problem with receiving external e-mails into a service request

Home

Forums

Feature Requests

Beta Issues

SysAid Resources

Documentation

Support

Hello Guest,

DOWNLOAD FREE EDITION

Recent Topics

Hottest Topics

Online Members

Member Listing

Advanced Search

Problem with receiving external e-mails into a service request

Forum Index » SysAid Installation & Beyond

Author

Message

16/02/2010 16:43:44

Subject: Problem with receiving external e-mails into a service request

Soltero
SysAider

SysAider from release 6.5

Joined: 12/02/2010
Messages: 1
Offline

I need to receive new service requests from external e-mails. I have set-up de incomming e-mail in the integration > e-mail > incomming e-mail sections, see attachment. I do not receive the e-mail and see it as a new service request in the Help Desk. Do the e-mail sent by the user need to have a special formating or variables in it ??? Please advise how to proceed. Regards

Filename	IntegrationEm.pdf
Description	Integration set-up
Filesize	116 Kbytes
Downloaded:	11 time(s)

16/02/2010 16:55:23

Subject: Problem with receiving external e-mails into a service request

SysAid#1
SysAid Mod

Joined: 02/11/2008
Messages: 702
Offline

G'Day Soltero,

Firstly,

Tick the box that says Enable incoming Email Integration.

Secondly,

I would suggest you don't change the status of the service request to new when replies are received.

Thirdly,

Does the user authenticating against your exchange server not need a password??

This message was edited 1 time. Last update was at 16/02/2010 16:56:25

17/02/2010 10:24:41

Subject: Re:Problem with receiving external e-mails into a service request

Ori
SysAid Customer Relations

Joined: 17/04/2008
Messages: 293
Location: Israel
Offline

Hey Soltero,

As SysAid#1 stated, i think that a password is a must in the incoming email connection for authentication purposes.
You can also do a test to check the same configurations on outlook express client and see if it works.

SysAid support.

Forum Index » SysAid Installation & Beyond

Go to:

Help Desk Software
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software

   SysAid Technologies Ltd.
   Toll-Free phone center (U.S.): 1-800-686-7047
   Offices - U.S.617-231-0124
   Israel:+972-3-533-3675
   Skype account:ilient
   Email:helpdesk@sysaid.com
   Optimized by SEO Israel
   SysAid logos and other SysAid Technologies marks
   are trademarks or registered trademarks of
   SysAid Technologies Ltd.
   All Rights Reserved by SysAid Technologies Ltd.
   2002-2011

   Live Support Hours
   07:00 AM - 09:30 PM (UK)
   02:00 AM - 04:30 PM (EDT)

   We provide worldwide services, and we do our best
   to match the working times of customers from
   different time zones.

   SysAid Help Desk Software and Asset Management Software