Incoming Email integration not working - need help

 
Author
Message
SysAid Product Manager Community Manager
5276
 
Hi tklein,

I suggest contacting our customer support team for an investigation into this.

Cheers,
Danny
SysAider
2
 
I have tried - two different Mail providers. Both IMAP and POP. Tried with and without encryption. Email stays in inbox - is never collected by SysAid.
Able to send email fine from SysAid - but not collect. Essential requirements for us to go forward with a Helpdesk solution...

Server URL
https://grounduphelpdesk.ourit.support

This message was edited 1 time. Last update was at Feb. 06, 2018 07:51 PM

SysAid Product Manager Community Manager
5276
 
Hi DamPayne,

Please double-check your type of encryption (SSL/TLS) and the credentials according to your mailing provider configuration.

Cheers,
Danny
SysAider
2
 
Thanks for fast reply - but as stated I have tried with and without encryption (as provider will accept either). Without access to logs I can't really see what is going on.
SysAid Product Manager Community Manager
5276
 
From our investigation it appears like this email address is also connected to a Zendesk system. The address needs to be unique and used for SysAid email integration only, otherwise it cannot be used properly.

Cheers,
Danny
SysAider
5
 
Hello,
we just switched from one ticketing system to the SysAid cloud and E-mail integration for incoming messages is not working. the mailbox is in Google for Work account and IMAP protocol. It is working in our old ticketing system but not in SysAid. Do you have accessible log files to troubleshoot this issue, please ?
Thanks
Tomas
SysAid Product Manager Community Manager
5276
 
Hi Tomas,

Please double-check that all the protocol and encryption settings are correct. If this still fails, please contact our customer support team for further investigation, and update here once a solution is found.

Thanks,
Danny
SysAider
5
 
the support refreshed configuration on their side and now it is working.
SysAider
9
 
Hello. I'm having a problem getting incoming emails working on the cloud/free version. I've tried 3 different servers, hostgator, gmail, and exchange without luck.

I even got a very nice tech support rep to go above and beyond and help me on the free version attempting to configure gmail without success. Settings are all correct, I'm testing settings with a third party email client and they work fine in there, just not in sysaid.

If anyone can help, I'll be most grateful.

Also for the other free/cloud users, can you depend on the incoming email integration or do you find it isn't reliable? We are considering buying a license but want to play with the free version before spending the $.

Thanks for any help and feedback! Have a great day!
BL
SysAider
4
 
Were you able to get this to work JasonStrem?
BL
SysAider
4
 
Hello,

I see that this is an old message but I am too having issues with Incoming Emails I am using SysAid Cloud, Free - Although I signed up for the trial. I am able to send a message but not receive them. I am trying to use O365, but I also used a Gmail account as well with no such luck. Also, Self Service works with creating a ticket. Is the scheduler down?

My information is as follows:



Thank you for your assistance. Please I hope this works so I can use this as my solution, this seems to be a great platform I just want the emails to do as they should.

Thanks for your Time with this,





This message was edited 1 time. Last update was at Aug. 30, 2018 02:37 PM

BL
SysAider
4
 
Incoming email is not working for Office 365 or Gmail, I tried both. Any suggestions as to why this isnt working? or do I need something additional for this to work? Please assist

I am new to using the cloud version - free.

From reading, it seems to be great for some. Looking for a system to use but this seems to not work on too many levels. hoping it does soon so i can finalize my decision with what subscription to use.
SysAider
3
 
I also have this problem, seems like a structural issue with the scheduler? Is it possible to restart the scheduler of your own instance?
SysAider
5
 
I am also using SysAid Free Cloud - Free and I am also experiencing this very same problem.

It seems to be a system issue if so many people are complaining about the same issue.

I have tested my account in outlook and my settings are correct. Just does not work in SysAid
SysAider
1
 
Hi there

I'm using the free edition of Sysaid. I was told by the help desk to post my queries on the forum. So I'm doing just that.

Hop you can help me.

I'm struggling to get my incoming and outgoing email working.

Attached is the logs of what is happening when sysaid is trying to retrieve
emails. I can ping the imap and smtp server from within command prompt.

I am using a Gmail email for the integration purpose.

Attached are the logs and screenshots of settings.

logs.zip