Working with Email Servers

The configuration for the email service provider is stored as a business object in the Neurons for ITSM database which is tenant-specific.

The email service uses the individual configuration of the tenant to send emails. Neurons for ITSM currently supports the SMTP, Microsoft Graph, and Microsoft Exchange web service protocols.

Various options are available within the main Email Configuration workspace to fully customize your email settings. Click the tabs at the bottom of the workspace to see the options.

Accessing the Email Configuration Workspace

Do one of the following to access the Email Config workspace:

Log in to the application and open the Email Config workspace.

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

The default configuration includes a single inbox record. Use this inbox to create incidents from emails.

Configuring the Outgoing and Incoming Email Servers

The email servers are mostly configured during installation, if you haven't, then follow these steps to configure them after the installation. Any email configuration change takes affect in the next email poll interval.

1.Log in to Neurons for ITSM with Administrator user role.

2.Open the Email Config workspace.

3.Enter the following information into the fields:

Field Description
Outgoing Server
Mail Protocol

The protocol used by the outgoing email server. The options are as follows:

Exchange Web Services

Microsoft Graph

SMTP

If you select Exchange Web Services, ensure the following:

Your mail server supports the Microsoft Exchange web service.

If you are also using Microsoft Office 365, click Test Connection to check if the account and environment is configured correctly. If it is not, work with your Microsoft Office 365 administrator to configure the account properly.

Host The host address of the mail protocol. The format should be as in the examples given below:

https://owa.mycompany.com/EWS/Exchange.asmx
or

https://outlook.office365.com/EWS/Exchange.asmx

This field is not applicable for the Microsoft Graph option because this protocol does not require any host addresses.


Port

(Only shown if you select SMTP for the Mail Protocol field.) The SMTP port number. The default is 25.

This field is not applicable for the Exchange Web Services and Microsoft Graph options because the port number is part of the host address.

Authentication

The authentication method.

If you select Exchange Web Services for the Mail Protocol field, the only available options are - AuthLogin and Plain.

If you select Microsoft Graph or SMTP for the Mail Protocol field, the only available option is AuthLogin.

Use SSL/TLS (Only shown if you select SMTP for the Mail Protocol field.) Can be either SSL (secure sockets layer) or TLS (transport layer security).

Client Login URL

(Only shown if you select Exchange Web Services as the Mail Protocol and Authentication as AuthLogin.)

The endpoint URL. For example, https://login.microsoftonline.com/. This can be obtained from the Azure Active Directory where you have registered an application.

Client Resource URL

(Only shown if you select Exchange Web Services as the Mail Protocol and Authentication as AuthLogin.)

The value to be used is - https://outlook.office365.com

Client Tenant ID

(Only shown if you select Exchange Web Services or Microsoft Graph as the Mail Protocol and Authentication as AuthLogin.)

The directory (tenant) ID. This can be obtained from the Azure Active Directory where you have registered an application.

Client ID

(Only shown if you select Exchange Web Services or Microsoft Graph as the Mail Protocol and Authentication as AuthLogin.)

The application ID. This can be obtained from the Azure Active Directory where you have registered an application.

Client Secret Key

(Only shown if you select Exchange Web Services or Microsoft Graph as the Mail Protocol and Authentication as AuthLogin.)

The secret login key. This can be obtained from the Azure Active Directory where you have registered an application.

User Name

A valid email address.

Password

(Only shown if you select SMTP as the Mail Protocol or Exchange Web Services as the Mail Protocol with Authentication as Plain.)

The password for the email address.

Send Mail Timeout The number of seconds to wait when sending an email.
Block Outgoing Email Blocks outgoing emails (only receives emails).
Email Address Override Overrides the email address to which the email is sent.
Embedded Image Type

The type of embedded images to use. Can be either Attached Images (CID) or Inline Images (Base64).

We recommend selecting Attached Images (CID) if you are using Microsoft Exchange or Microsoft Outlook and selecting Inline Images (Base64) if you are using IBM Domino (formerly called IBM Lotus Domino).

Test Connection

(Only shown if you select Exchange Web Services or Microsoft Graph for the Mail Protocol field or if you select Advanced for the Email Component Type field.) Tests the Microsoft Exchange web services connection and displays the highest priority result of the most recent test.

After you click Test Connection, the application displays a confirmation message stating that the application will check the connection and then send an email to the specified user account.  The specified user account is the email address that is specified in the User Name field in the Outgoing Server section of the Email Config workspace.

See About the Test Connection Results for information about interpreting the results.

Incoming Message Handling Rules for All Inboxes
Keep Full Incoming Message as an Attachment Puts incoming messages into attachments.
Email Component Type

The email mechanism to use. Can be either Advanced or Basic (default).

After you select the email component type, the application disables the existing inboxes because the authentication type may not be supported by the email component type. Update the authentication values for the inbox records to match the value of the updated email component type.  See Creating an Inbox.

If Advanced is selected, MailBee library is used to connect to the email server and it supports TLS version TLSv1.1, TLSv1.2, and higher.

If Basic is selected, QuickSoft library is used to connect to the email server and it does not support TLS version higher than TLSv1.0.

4.Click Save.

About the Test Connection Results

The following are the results that the application displays after you click Test Connection to test the connection between Neurons for ITSM and the Exchange Web Services mail protocol or the Advanced email component type.

Result Meaning
The request failed. The remote server returned an error: (403) Forbidden. Use HTTPS instead of HTTP.
Invalid URL: The host name could not be parsed. There is an invalid URL in the Host field. Verify the URL.
The request failed. The remote name could not be resolved: 'typo.something.com"€ There is an invalid URL in the Host field. Verify the URL to check for typos.
The request failed. The remote server returned an error: (401) Unauthorized. The credentials (user name or password) are invalid. Verify the credentials.

Using the Email Configuration Tabs