Email Integration Edit

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Introduction to SysAid Email Integration

Outgoing emails in SysAid

By configuring outgoing email integration in SysAid, you gain several important benefits:

All emails sent from service records are saved as correspondence in the email message log, allowing you to review them later
Service records can send automatic notifications to administrators and end users, both on the creation of a new service record, and when details within the service record are changed (either by an end user or by another administrator)
You can enable email notifications for monitoring, software licenses, and reminders, allowing you to receive an instant update if there are any problems affecting your service desk
Receive critical email updates about escalated service records

SysAid Basic Edition gives you one outgoing email address, and SysAid Full Edition allows you to create as many as you like. Multiple outgoing email addresses can be useful if you have multiple departments that use SysAid, for example helpdesk@yourcompany.com and maintenance@yourcompany.com.

Incoming emails in SysAid

Incoming email integration in SysAid allows you to:

Automatically create service records from incoming emails, even if the emails are sent by users not registered in SysAid. You can use email rules to automatically route the service record to an administrator or administrator group and assign a status, category, urgency, impact, priority, and more based on the email's content, sender, and incoming address.

Note: SysAid removes all emojis from emails before creating a tickets based on those emails.
Automatically log all end user responses within a service record*, ensuring that all communication relevant to a service record is saved in one place.
Automatically update the status of a service record when an end user responds, thereby notifying the administrator that he or she needs to review the service record again.

To display the original email in its SR, use the SR Source Email field.

SysAid Basic Edition gives you two incoming email addresses, and SysAid Full Edition allows you to create as many as you like.

Note: SysAid does not send emails to integrated email addresses. Any attempts to send an automatic or manual message to an integrated email address will be unsuccessful.

*End-user replies added to existing service records

When an administrator sends an email from within a service record, or when SysAid sends the end user an automatic email regarding a service record, the email subject line contains the service record number in the format #XXX (e.g. Regarding Service Record #124).
When SysAid incoming email integration receives an email, it scans the subject line. If a service record number is found (e.g. #XXX), SysAid checks to see if a service record with that ID exists. If it does, SysAid adds the email to the message log for that service record and updates the SR's status.
Therefore, if end users respond to emails sent from SysAid (without removing the SR# from the subject line), their responses go back into SysAid and are added to the message log of the appropriate service record.

Set up email integration

To configure SysAid email integration, fill out the relevant fields using the table below and then click Save.

Outgoing email settings

Item	Description
Display Name	This is the name that will show up in the email address list whenever you send an email.
email Address	This is the email address you are integrating with.
SMTP Host Name	This is the name of the computer that has the SMTP sever.
SMTP Port	The default is 25, but you can change this if port 25 is blocked for any reason.
Type of encrypted connection	You can allow SysAid to send emails using either SSL or TLS encryption if your SMTP server supports them.
User (optional for authentication)	If your SMTP server requires authentication, please enter a valid username here.
Password (optional for authentication)	Your user password is only needed if your SMTP requires authentication.
Encoding	The international standard is utf-8. You should not need to change this.
Content Type	Allows you to choose text format for outgoing emails (e.g. plain text, html).
Content Charset	Allows you to choose the character set for outgoing emails. The international standard is utf-8. You should not need to change this.

Incoming email settings

Item	Description
Enable Incoming email Integration	Check this option to enable incoming email integration. emails received by SysAid will either open new service records or be added to existing ones. SysAid integrates with any email box that supports POP3, IMAP, OWA, or MAPI.
Protocol	Allows you to choose your preferred protocol for integration with your mail server -- POP3, IMAP, MAPI, EWS (Microsoft Exchange or Office 365), or OWA (Outlook Web App). Note that OWA integration works with MS Exchange 2007 and 2010 only. Note: Currently, SysAid does not directly support MAPI in Microsoft Exchange 2013 or highter. This is due to Microsoft's decision to change the MAPI protocol from RPC to HTTP. For more information on using MAPI with Microsoft Exchange see here.
Mail Server	The name of your mail server for incoming email. If you are using the OWA or EWS protocol, be sure to enter the server URL for the mail server without any suffixes. For example, enter https://serverURL not https://serverURL/owa.
Type of encrypted connection	You can allow SysAid to receive emails using either SSL or TLS encryption if your incoming mail server supports them. Only visible in POP3 or IMAP protocols.
User	The username for the email address you're using for incoming email integration.
Password	The password for the username.
For replies to existing SRs, change status to	SysAid routes the email replies on existing service records to the end user and any assigned admins, and changes the status of the service record to the status you specify here. You could, for example, use the status "User Responded" for this purpose. Important: This feature interferes with the Route Email Correspondence With End User Through SysAid Server feature, configurable within Advanced Backward Compatibility settings, as any reply (from an end-user or administrator) changes the SR's status. Currently, the two features are not meant to be used simultaneously. If you are using the Route Email Correspondence feature, we recommend setingt this value as "Do not change".
Unless SR status is	When a user replies to a service record that currently has a status listed here SysAid does not change the status based on the above field. Example: If you have the "Closed" status listed here then if a user replies to a service record with a status of "Closed" status does not change. This is useful to avoid service records being reopened by the users after they have been closed.
Ignore emails with subject match to (regular expression)	Emails containing (insert regular expression) in their subject line will be ignored. This helps you to protect your email account from spam. Separate expressions using the pipe character: \| . Example: (Undelivered Mail Returned\|SPAM\|Out of office)
For creation of new service records - Accept emails containing the same subject & body from the same sender only from this comma separated list (use email or SysAid username):	SysAid stores the last 1,000 emails in memory. If any new email matches one of those old emails exactly in all three of the sender, subject, and body fields, then it will not create a new service record. This is to prevent duplicate requests for emails sent multiple times. However, in some cases, the same email might intentionally be sent multiple times, such as a printer reporting low ink. Therefore, if this box is checked, emails sent from any email addresses or SysAid usernames entered into this field will always create new service records, even if the emails look like duplicates.
Forward ignore emails to	Insert the username(s) of the individual(s) who should receive the ignored emails. Important: Do not insert a user with an email address that appears in your list of incoming email addresses. Make sure to use a user with a real email address.
Create a copy of the incoming email on this email account (available only in Full Edition):	After SysAid has imported an email into SysAid using email integration, you can choose to have a copy of that email sent to an email address of your choice. Important: Do not insert a user with an email address that appears in your list of incoming email addresses. Make sure to use a user with a real email address.