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Edit Email Integration
Introduction to SysAid Email Integration
Outgoing emails in SysAid
By configuring outgoing email integration in SysAid, you gain several important benefits:
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:
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.
*End-user replies added to existing service records
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. |
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".
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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.
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