Service Manager

Working with the Outbox

The outbox is the server that handles the outgoing emails. Each mail host has one server performing this function.

•About Creating the Outbox

•Modifying the Outbox

•About Deleting the Outbox

About Creating the Outbox

Service Manager comes with a default outbox so you do not need to create it. We recommend that you only use this one outbox.

Modifying the Outbox

You can modify the settings of the outbox.

1.From the Configuration Console, click Configure > Email Configuration > Servers to open the Email Configuration workspace.

2.Click the record link under the Mail Host column. The Email Configuration window appears.

3.Enter information into the fields.

Parameter	Description
Authentication	The authentication method, either AuthLogin or none. Auth Login is the SMTP_AUTH term for the Microsoft SMTP client.
Block Outgoing Email	Blocks any outgoing emails generated by the application from business rules, quick actions, escalations, workflows, and so on. Email records are created and associated with the applicable record, but are not sent.
Email Address Override	The email address in which to route emails. Use this to have all outgoing emails go to specific users or to test the email traffic of the production or staging environment without affecting users. Use commas to separate multiple email addresses.
Keep full incoming message as an attachment.	Attaches an incoming email message to a record. The incoming email message is stored as an email record (with an .EML attachment) in the Activity History tab for the incident or task, depending on the inbox settings.
Password	The password required to access the email server.
Send Mail Timeout	A value between 1 and 1000 seconds.
SMTP host	A valid host name for the server processing outbound messages from the tenant.
SMTP port	The email server port name used to send messages.
Store Journal Email As	The format for storing your emails, either text or HTML. HTML is the default.
Use SSL/TLS	Enables SSL and TLS security for outbound messages.
Username	The user name required to access the email server. Usually the email address.

4.Click Save.

About Deleting the Outbox

You cannot delete outboxes.