Next Topic

Previous Topic

Book Contents

Incoming Email and Alarm Settings

Service Desk > Configure > Incoming Email and Alarm Settings

The Incoming Email and Alarm Settings page specifies how to process ticket requests in Service Desk. Ticket requests are created from either inbound emails or system events, such as alarm conditions. Incoming Email and Alarm Settings and linked service desk procedures determine how ticket requests are processed into tickets, what service desks are used to create the tickets, and whether ticket requests are canceled.

There are two tabs on this page:

  • General - Specifies general settings for email readers and alarm settings.
  • Readers - Specifies one or more readers to periodically poll email accounts. Email messages are downloaded and used to create ticket requests.

Actions

The following action buttons apply to all email readers defined in the Readers tab.

  • Edit - Edits general settings for all email readers and alarm settings.
  • Connect Now - Polls all emails readers immediately.
  • Enable - Enables polling by all email readers. Also enables alarm integration if Service Desk is activated.
  • Disable - Disables polling of all email readers and prevents alarm integration.

    Note: If one or more email readers are failing to connect, click Disable, then click Enable to re-initialize polling.

Disabling the Ticketing Email Reader

After Service Desk activation, the Ticketing email reader will still convert inbound emails into Ticketing module tickets, so you may want to disable the Ticketing email reader manually before Service Desk is activated. If both the Ticketing and Service Desk email readers are to be run concurrently, they should poll different email servers.