Using Mail

After you have set up Mail, you must ensure that you have started the Inbound Mail and Outbound Mail engines. You installed these engines as either a system tray or MS Window Service option.

For information about installing and starting the Inbound Mail and Outbound Mail engines, see the Setup Guide.

E-mails that are received in the mail boxes you set up within Mail (see Configuring a mail box for each mapping) are processed when the Ivanti Inbound Mail Engine starts. Mail will log all received e-mails as a new process according to your setup, unless they contain the relevant Subject Keyword Settings at the beginning of the e-mail subject line, or if they contain a subject or e-mail address that you have set to Ignore.

Mail sends an outbound e-mail to confirm the success or failure of an inbound e-mail.

You can change the Subject Keyword Settings and which e-mails you want to ignore using the Action Settings window. You use the same window to configure the outbound Reply Messages. For more information, see Inbound e-mail Action Settings.

Mail will use any inbound e-mail that contains the 'Update' Keyword and an existing Incident, Problem or Change (process) reference number at the beginning of the subject line to update that specific process.

For example, an inbound e-mail with the subject Update: 579 will amend the existing process that has a reference number of 579.

Similarly, an inbound e-mail with a subject line that begins with the 'Status' Keyword and the reference number of an existing process will cause Mail to send an outbound e-mail containing a status report for the relevant process, provided the inbound e-mail is from the Raise User. If you do not specify a reference number with the status keyword, Mail will return to the user a status report for all processes where they are the Raise User.

Outbound e-mails are also sent to notify recipients of assignment or escalation. If you set up your users with a Notification Method of External or Both, then they will receive outbound e-mails when a process is assigned to them, or if a process that they are associated with escalates.

Clearing the Message Recipient table

Over time, the number of entries in the Message Recipient table in your database can increase and affect performance. A scheduled query is provided that selects obsolete entries in this table and deletes them regularly. You can configure the frequency of this using the Schedule Manager component to edit the Outbound Mail Queue Deletion schedule.

If your system does not have this schedule configured, see the Upgrade guide for more information.


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