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.

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.

Table Columns

• 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

Bracket subject text with single bar | characters to ignore emails with entire subjects that exactly match the ignore text. Example: |Your timesheet is overdue|

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.

Current Reader - The last reader polled.

Current Host - The host name of the last reader polled.

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

• Alarm Mapping Procedure - The Ticket Request Mapping procedure to run when a ticket is created from a system event, such as an alert 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 alert 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.