Email Settings

This page enables you to specify settings for both outbound and inbound emails.

Outbound emails are sent by SOTI Assist to the incident reporter and assignee when an incident is created or updated.

Inbound emails are received by SOTI Assist from an incident reporter. An inbound email will automatically create a new incident if it does not yet exist, and can be used by the reporter to add notes to the incident.

Outbound Email - SMTP Server

Use the Outbound Emails are enabled|disabled switch to enable or disable outbound emails.

From Name The name that appears in the From field of emails. For example: 'SOTI Support'.
From Email The address that emails are sent from. For example: 'support@soti.net'.
Host The hostname of the SMTP server used to send emails.
Port The port used to send emails. The default SMTP port is 25.
Use SSL Select this option to use secure communication with the SMTP server.

If you select this option and the SMTP server does not support SMTPS, an attempt to send an email from the incident details page will return an error.

If you do not select this option, communication is secured using transport layer security if it is available on the SMTP server. If it is not available, the communication is not secured.
Authentication The method used to authenticate on the SMTP server.
Username The username used to authenticate on the SMTP server.
Password The password used to authenticate on the SMTP server.

Inbound Email

Use the Inbound Emails are enabled|disabled switch to enable or disable inbound emails.

Server Type Select the inbound email server type: IMAP or POP3.
Host The hostname of the inbound email server used to receive emails.
Port The port used by the inbound email server to receive emails.
Use SSL Select this option if the inbound email server used to receive emails uses secure communication.
Username The username used to authenticate on the inbound email server.
Password The password used to authenticate on the inbound email server.
Whitelist is enabled|disabled Enable this option to create a comma-separated whitelist of email addresses and domains from which inbound emails will be accepted.
Important: If this option is enabled and the whitelist is empty, all inbound emails will be blocked.

Notification

The fields in this section enable you to edit the template text that SOTI Assist uses to create outbound notification emails.

Incident Submission Template Enter the template text for emails sent by SOTI Assist when a new incident is created.
Incident Resolution Template Enter the template text for emails sent by SOTI Assist when an incident is resolved.
Attachment Activity Template Enter the template text for emails sent by SOTI Assist when an attachment is added to, or removed from, an incident.
Device Association Template Enter the template text for emails sent by SOTI Assist when a device is added to, or removed from, an incident.
Email Activity Template Enter the template text for emails sent by SOTI Assist when an email is sent regarding an incident.
Note Activity Template Enter the template text for emails sent by SOTI Assist when an incident note is added or updated.
Remote Control Activity Template Enter the template text for emails sent by SOTI Assist when a remote control session is initiated for a device that has been added to an incident.
Status Updated Template Enter the template text for emails sent by SOTI Assist when the status of an incident is changed.

For information about status types, see Status Types.
Ticket Deleted Template Enter the template text for emails sent by SOTI Assist when an incident is deleted.
Ticket Updated Template Enter the template text for emails sent by SOTI Assist when an incident is updated.
Redirect Email If you want outbound emails to be redirected to a particular email address (for testing purposes for example), enter the email address in this field.

You can use the following variables within the template text:



    %ticket-id%
    %reporter-name%
    %title%
    %status%
    %priority%
    %assignee%
    %description%
    %reported-method%
    %creation-date%
    %resolution-target-date%