1 2 Previous Next 24 Replies Latest reply on Dec 16, 2014 8:36 AM by steveearle86

    Setting Up Inbound Mail

    Rookie

      Hi Everyone,

      first time poster here, I am new to Landesk and am trying to set up inbound Email to raise incidents in the system for a specific group. We are using LANDesk version 7.4.0.2459.

       

      I have first tried to set up a test so that whenever an Email with the subject line "Test" is received, an incident is raised. Once I get this working I can add further functionality

       

      I have followed the instructions in the user manual but have found them to be quite confusing. Here is what I have done so far

       

      Create mapping

      I have created the mappings as below to map on creation

      mapping.png

       

      Set up the Mailbox

      I have set up the mailbox in Mailboxes --> Mail Box with the relevant credentials

       

      I did all the above fine, but now we get to the bit where I got a bit lost:

       

      Action settings

      I have set up as below

      action settings.png

      Started the touchpaper Inbound Mail Engine service on our helpdesk server

       

      Now when I send an email with the subject line of "test" to the inbound mailbox from my own and do an incident search, it doesn't appear that the incident has been raised.

       

      What have I missed?

        • 1. Re: Setting Up Inbound Mail
          Markus.Gonser ITSMMVPGroup

          Hi Steveearle86,

          i think the keyword check is case-sensitive.

          Please check this. Send an email with subject "Test" to the inbound mailbox and show if the incident has been raised!

           

          Best regards

          Markus

          • 2. Re: Setting Up Inbound Mail
            Rookie

            Hi Markus,

            Thanks for the reply. I noticed I hadn't started the system tray icon for the inbound email service so have now done that and made sure to send a case sensitive Email. Unfortunately still nothing.

             

            Where should the tickets be raising, IE what group workload should they be appearing in?

            • 3. Re: Setting Up Inbound Mail
              Markus.Gonser ITSMMVPGroup

              Hi steveearle86,

               

              I´ve seen, that you had the same keyword for status and update.

              I think the inbound mail process cannot decide which case do you want and do instead of this nothing.

              • 4. Re: Setting Up Inbound Mail
                Darren.Bradshaw Specialist

                From the screen shots you have posted, you should be raised Incidents.

                 

                A few pointers to look at.

                 

                1.     The e-mail address you are sending the e-mail from, does it exist in Service Desk?

                2.     If you send an e-mail without one of these keywords then the Mail Server will create an incident.

                3.     Using one of the key words like you are trying, will either update or send a status of the process.  Your subject of the e-mail should look like "Test 123" and I would use different keywords for updates and status requests.

                 

                Also are the e-mail being processed by the mail server?

                 

                Darren

                • 5. Re: Setting Up Inbound Mail
                  Rookie

                  Thanks for your comments.

                   

                  I have since tried the following -

                  • changed the update keyword to "Nothing"
                  • tried sending an email with subject "Test"
                  • tried sending an email with neither keyword in the subject
                  • Tried sending an email with subject "Test 123"

                   

                  NB the sender account does exist in the service desk

                   

                  How would I see if the Emails are being processed by the server?

                  • 6. Re: Setting Up Inbound Mail
                    Markus.Gonser ITSMMVPGroup

                    this is only visible in the database.

                    • 7. Re: Setting Up Inbound Mail
                      Darren.Bradshaw Specialist

                      Open the mailbox in a browser or e-mail client, have the e-mails been read?

                       

                      Have you tested that Service Desk can connect to your mail server?

                       

                      Open the Mailbox in Service Desk then click on the test Icon is the test sucessful?

                       

                      Have you turned on error logging for the mail manager on your app server, if not switch it on then check the logs to see if it has any errors.

                      • 8. Re: Setting Up Inbound Mail
                        Rookie

                        Hi Markus, do you mean the process log? In which case, what tables would I find this in?

                        • 9. Re: Setting Up Inbound Mail
                          Markus.Gonser ITSMMVPGroup

                          You can find the processed emails in following Table:  tps_user_message


                          If you don´t see any entries there, the delivery of the emails you´ve send corrupt or wrong configured,

                          Something the Mail Inbound and Outbound Service hang up. So if you think, your configurations are correct, restart the services and test it again!

                           

                          Did you add your user to a Role or Group?

                          • 10. Re: Setting Up Inbound Mail
                            Rookie

                            Hi all,

                            thanks for your help so far. I do not have the credentials for our database so I will have to get them from a colleague who is off until tomorrow. I will check the mail log then,

                             

                            in the mean time

                             

                            Open the mailbox in a browser or e-mail client, have the e-mails been read?

                            They show as unread

                             

                            Open the Mailbox in Service Desk then click on the test Icon is the test sucessful?

                            This works successfully

                             

                            Did you add your user to a Role or Group?

                            The one sending the mail? yes, they are in a group


                            Thanks

                            • 11. Re: Setting Up Inbound Mail
                              Darren.Bradshaw Specialist

                              If the e-mail are still unread in the mailbox then they have not been processed by the mail service.

                               

                              Are you using the Windows Service or the SystemTray Service for Inbound Mail?

                               

                              I am not 100% sure but with the System Tray can you right click on the icon then click run.

                              Also the process you are using it is activated?

                               

                              Darren

                              • 12. Re: Setting Up Inbound Mail
                                Rookie

                                Hi Darren,

                                We are using the system tray service. It is visible in the system tray but says "Inbound Email Service Idle" on mouse over.

                                 

                                It may be worth noting we successfully use the outbound mail (for "your call has been logged / closed" emails) and that says the same

                                 

                                When I right click and select run on the inbound mail icon, it quickly flashes a ! symbol in yellow and I have tested this with the windows service both started and stopped.

                                 

                                I have also started the Touchpaper Inbound Mail Engine in Services. I have attached below a screenshot of the services running

                                 

                                Servies.png

                                • 13. Re: Setting Up Inbound Mail
                                  Markus.Gonser ITSMMVPGroup

                                  Hi,

                                  please start the "ressource management service". I think this is the reason why your mails don´t proceed!

                                   

                                  best regards

                                  • 14. Re: Setting Up Inbound Mail
                                    Rookie

                                    When I right click and press start, I get this

                                    Error.PNG

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