Email Setup

Email Address for Outgoing Emails

The Tickets web module has an email address for outgoing emails. The domain is established by the Communications configuration for the company. Alias and Local Address mailbox properties are configurable.

The address can be set up individually by Journal Type where Journal Class = Trouble Ticket. A default address will apply for Trouble Ticket Journal Types that do not have individual addresses set up. For Journal Types that have Alias and Local Address values populated, those values will override the default values.

The default Mailbox is seeded with Alias and Local Address values of Support. Using the default results in an address that looks like Support, where the domain is configured in Communications.

You may edit the default Alias and Local Address setting and set up specific Aliases and Local Addresses for individual Trouble Ticket Journal Types via Admin Console Data Management:

• To edit the Default mailbox address go to Data Management > Mailbox Configuration.

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• To set up individual addresses by Journal Type use the Journal Type table in Data Management - Data Management > Journals > Journal Type.

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  Note

  The Alias for outgoing email set via Admin Console can be overridden to use SaaS User Name.

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  You may insert the SaaS User Name as the outgoing email alias rather than use Admin Console settings. This is a shared setting for Tickets and Customer Care, meaning you can set it from either location and it applies equally to both. The setting is available via MANAGE > Shared Settings.

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  This setting is initially unchecked. Click the Edit (Pencil) icon at the far right to enable/disable and select a new alias.

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  • Unchecked:

    • For Customer Care: Use the Default Alias as configured via Data Management > Mailbox Configuration in Admin Console

    • For Tickets: Use the Journal Type's Alias (when configured) or the Default Alias if the Journal Type's Alias is not populated.

  • Checked: For both Tickets and Customer Care, use the SaaS User Name in the selected format as the alias. Select one of the three Alias options from the drop down:

    • First Name

    • First Name and Last Initial

    • First and Last name

    For example: John Smith<SupportDesk@idibilling.com>

Email Addresses for User Groups

For email notifications to be sent to a group, the email address must be configured. This is done via Admin Console > Security > Groups.

Tickets Settings for Email

There are a number of Tickets settings related to Email Functionality. See Tickets Settings for Email.