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General tab

Service Desk > Configure > Incoming Email and Alarm Settings > General tab

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

  • Poll Interval - Specify how frequently all email readers connect to email accounts. The default connection frequency is 2 minutes.

Ignore emails with these subjects. - Enter text to ignore inbound emails containing this text in the subject line. Matching is case insensitive. Quotes and wildcard characters such as * and ? are interpreted literally as part of the string content.Create multiple filters using multiple lines. Multiple filters act as an OR statement. Surround whole words with spaces on both sides of each word. Example:

Undeliverable

Do not reply

This same ignore list can be maintained in the Ticketing > Email Reader page and the Service Desk > Incoming Email and Alarm Settings > General tab. This list can also be maintained manually by editing the <Kaseya_Installation_Directory>\Kaseya\KServer\ignoreSubject.txt file.

The following settings apply to alarm requests only and are unrelated to email readers. See Activation.

  • Alarm Mapping Procedure - The Ticket Request Mapping procedure to run when a ticket is created from a system event, such as an alarm condition. A Ticket Request Mapping procedure sets the attributes of a ticket request, just before the ticket is created, including the desk definition used to create the ticket.
  • Alarm De-Dup Procedure - The Ticket Request De-Dup procedure to run when a ticket is created from a system event, such as an alarm condition. A Ticket Request De-Dup procedure compares a ticket request with existing tickets to determine if the ticket request is a duplicate. If a ticket request is a duplicate of existing tickets, the ticket request is canceled.
  • Alarm Default Service Desk - The desk definition to use to create tickets from alarms. Can be overridden by the Alarm Mapping Procedure.