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. Select 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, select 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 done this, 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 Configuration 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 that your mail server supports the Microsoft Exchange web service.

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 address.


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.

Service Account Address

Only shown if you select the Mail Protocol.

Private Key

Only shown if you select the Mail Protocol.

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 for a timeout error to be indicated when a server delay occurs while 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).

Attach Conversation ID to Outgoing Email

Attaches a Conversation ID to outgoing emails. Select this option if you want to correlate conversations with business object records.

Conversation ID Location

Only shown if you select Attach Conversation ID to Outgoing Email).

Location of the Conversation ID in the email from the drop-down list (Body (plain text) or Subject.

Conversation ID Prefix

Only shown if you select Attach Conversation ID to Outgoing Email.

The optional value entered in this field replaces the default prefix added to Conversation ID's.

Test Connection

Tests the connection between Neurons for ITSM and the protocol service you have selected. After you select 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.

If the connection test fails there may be a number of reasons for this, here are some examples:

  • Generally it may be that your email configuration is not correct, for example the email address is incorrect and does not exist. Check the email configuration.

  • There is an external error, for example if you are also using Microsoft Office 365, the account and environment may not be configured correctly. If it is not, work with your Microsoft Office 365 administrator to configure the account properly.

Last Test Result: Displays the result of the previous connection test, including a time stamp, with date/time the test was run. It includes any failed message received.
To clear the last test result, select Action Menu > No Category > Clear Test Result.

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.Select Save.

Using the Email Configuration Tabs