Email Tab

Use the Email tab of the Group page to define or edit settings for group's outbound and inbound emails. For details, see Editing Groups.

Note: To send and receive emails through Office 365 integration, you need to configure, and obtain information from, Microsoft Exchange Server. For details, see Configuring Microsoft Exchange Server.

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

Outbound Emails are Enabled/Disabled Turn on the toggle to enable outbound emails. This enables all fields in the Outbound Email section.
Server Type Select the required email server type from the drop-down list: "SMTP" or "Office 365." Most fields in this section change depending on the server type you have selected.
Sender's Name Appears for "SMTP." Enter the name to appear in the From field of emails. For example: "SOTI Support."
Sender's Email Enter the address the emails will be sent from. For example: "support@soti.net."
Host Appears for "SMTP." Enter the hostname of the SMTP server to be used to send emails.
Port Appears for "SMTP." Enter the port to be used to send emails. The default SMTP port is 25.
Use SSL Appears for "SMTP." Turn on this toggle 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 view 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 Appears for "SMTP." Select the method to be used to authenticate on the SMTP server: None (default) or Login.
Username Appears for "SMTP." If you selected Login authentication option, enter the username to be used to authenticate on the SMTP server.
Password Appears for "SMTP." If you selected Login authentication option, enter the password to be used to authenticate on the SMTP server.
Client ID Appears for "Office 365." Enter the Client ID value you have obtained when registering with Microsoft.
Tenant ID Appears for "Office 365." Enter your Microsoft Tenant ID.
Client Secret String Appears for "Office 365." Paste the Client Secret value you have obtained when registering with Microsoft.
Test Settings After saving changes, click this button to send a test email using the current configuration. Errors (if any) are displayed on the screen.

Inbound Email

Inbound Emails are Enabled/Disabled Turn on the toggle to enable inbound emails. This enables all fields in the Inbound Email section.
Server Type Select the inbound email server type from the drop-down list: "POP3," "IMAP," or "Office 365." Most fields in this section change depending on the server type you have selected.
Host Appears for "POP3" and "IMAP." Enter the hostname of the inbound email server to be used to receive emails.
Port Appears for "POP3" and "IMAP." Enter the port to be used by the inbound email server to receive emails.
Use SSL Appears for "POP3" and "IMAP." Turn on this toggle if the inbound email server to be used to receive emails uses secure communication.
Username Appears for "POP3" and "IMAP." Enter the username to be used to authenticate on the inbound email server.
Password Appears for "POP3" and "IMAP." Enter the password to be used to authenticate on the inbound email server.
Email Appears for "Office 365." Enter the the email address to be used for receiving incoming emails. For example: mobilesupport@<yourcompanyname>.com.
Client ID Appears for "Office 365." Enter the Client ID value you have obtained when registering with Microsoft.
Tenant ID Appears for "Office 365." Enter your Microsoft Tenant ID.
Client Secret String Appears for "Office 365." Paste the Client Secret value you have obtained when registering with Microsoft.
Polling Frequency Appears for "Office 365." The default email polling period is 2 minutes. Optionally, change the frequency by entering a different number of minutes.
Test Settings After saving changes, click this button to test receipt of an inbound email using the current configuration. Errors (if any) are displayed on the screen.
Whitelist is Enabled|Disabled Turn on this toggle to enable whitelisting of specific domains and/or email addresses.
Domains and Emails (Comma Separated) If you have enabled whitelisting, enter a comma-separated list of email addresses and domains from which inbound emails will be accepted.
Important: If you leave this field empty, all inbound emails will be blocked.

Notifications

Email Turn on this toggle to send notifications when an email is sent from an incident.
Attachment Turn on this toggle to send notifications when an attachment is added to an incident.
Note Turn on this toggle to send notifications when a note is added to an incident.
Device Association Turn on this toggle to send notifications when a device is associated with an incident.
Remote Control Turn on this toggle to send notifications when a remote control session is initiated from an incident.
Status Turn on this toggle to send notifications when an incident's status is changed.
Ticket Update Turn on this toggle to send notifications when an incident is updated.
Ticket Delete Turn on this toggle to send notifications when an incident is deleted.
Device Capture Turn on this toggle to send notifications when a device capture is initiated from an incident.