Outgoing Email settings govern Issuetrak's connectivity with outbound mail servers, behavior concerning linked attachments, logging retention, behavior surrounding outgoing email, and (to a lesser extent) the content of outgoing email.
How to Activate Outgoing Email
To activate your system's outgoing email capabilities, including system-generated email notifications and user-initiated messages from the email issue and email article links:
Steps:
- Click the gear icon in the upper right > click on Outgoing Email beneath Email.
- Select Use Outgoing Email beneath Outgoing Email Settings.
- Under Outgoing Mail Server Configuration, choose the type of email service you will use from the "Connection Type" dropdown menu.
- If you choose Google Application, then you must have configured Issuetrak to communicate with Google's API framework. Once you've done that, make the appropriate selection from the Application dropdown menu that appears afterward. Skip to step 7 afterward.
- If you choose Office 365 Application, then you must have configured Issuetrak to communicate with Office 365. Once you've done that, make the appropriate selection from the Application dropdown menu that appears afterward. Skip to step 7 afterward.
- If you will be using SMTP to send outgoing email, then Custom from the dropdown menu. Afterwards, proceed to step 4.
- Enter the name of the SMTP server sending your site's email as the Email Server. You can use a DNS name such as smtp.mycompany.com or an IP address.
- If your server is configured for TLS Encryption, check the box Use TLS Encryption and modify the port setting if necessary. The default TLS port is 587.
- If authentication is required for the mail server you specified, select the Use Authentication checkbox to display the Username and Password fields and enter the required information.
- Enter an email address for the Email Sender Address (e.g. "service@examplesite.com"). This value will be the default From / Reply To address for all system-generated emails. Unless "User" is selected for the Return email address default setting, this will also be the default From / Reply To address for all user-initiated emails.
- Enter a name / title for the Email Sender Name (e.g. “Your Service Team”). This value will be the default of the From / Reply To name in emails sent from the system.
- To test the mail server information provided, click the Test Mail Server button. A new window will appear and allow you to enter an email address to receive a test email via the server information provided.
If the test is successful, a green message will appear below the To Address field that states Connection Successful. If the test is unsuccessful, a red message will appear with details to assist in resolving the connection issue. If you cannot achieve a successful connection after correcting the specified settings, please contact our Support Team for assistance at 757-213-1351, support@issuetrak.com, or the Support Site.
Outgoing Email Settings Explained
The steps above cover the settings down to "Use Outgoing Email", but what do the rest of the settings do?
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Retain email in outgoing log for... |
Determines how long outgoing email messages will stay in the Outgoing Email Log. The default value is 7 days, but this can be increased up to 180 days. |
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Governs access to issue attachments via notifications and the "email issue" feature. The value set here determines how notifications display issue attachments, and sets the default value for how "email issue" treats attachments.
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Allow link mode selection on Email Issue |
This setting determines how the "email issue" functionality should handle links. There are three possible values:
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Allow attachments links after... |
Only allows public attachments added on or after the specified date to be emailed as unauthenticated links. This is a safeguard against accidentally sending public links to attachments that weren't intended to be made public. |
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Unauthenticated attachment links last for... |
If you've set the Attachment Link Mode setting to "Unauthenticated", then this setting will determine how long unauthenticated attachment links are valid for. Set this to '0' to have no limit on the validity period. This setting is hidden if you've set the default behavior of links to "Authenticated" or "Plain Text (No Links)". |
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Return email address default |
This setting determines how the return address appears to recipients. The dropdown menu has two possible values.
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Prevent the modification of the return email address field when emailing Issues or Knowledge Base articles |
This setting governs one aspect of "Email Issue" and "Email Article" functionality: It determines whether the return address can be changed. |
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Reply separation text |
This setting determines what text appears in an outgoing email above the content of the message. The dropdown menu has two possible values:
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Use HTML format for outgoing email |
If selected, uses HTML and a bit of formatting on outgoing emails. If not selected, outgoing emails will use plain text. |
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Email to initiator |
If selected, issue subscribers will receive notifications for every event they initiate. Disabled by default. Email to Initiator is not normally recommended. The assumption behind this built-in default is initiators know that the event occurred and often find its notification redundant. With the option checked, whoever performs an action (add note, assign, etc) will get an email confirmation of that action. For example:
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Send email on substatus change |
This setting will send notifications to "On Note" subscribers when an issue's substatus changes. The Substatus option must be activated from the Optional Fields screen for this setting to work. You can access that page by clicking the gear icon in the upper right > click on Optional Fields under Issue Setup. |
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Allow suppression of email notification for Issue |
To include a Suppress Email Notifications option on the View and Edit Issues screens, select Allow Suppression of Email Notifications for Issue. To display this option to Agents only (which we strongly recommend), select Only Allow for Agents. |
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Order that Issue notes will appear in Email Messages |
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Profile Change Notifications |
This feature will send an email notification to the affected user (if it has a valid email address) when changes are made to their user account. To enable this feature, check the box next to Enable Notifications. |
When you've changed any of the settings above, and want to apply them, scroll down and click on Update.
Viewing the Outgoing Email Log
A list of all email messages sent by the system within the retention period specified (by default, 7 days) is available within the Outgoing Email Log.
You can access the log using the steps below.
Steps:
- Click on the gear icon in the upper right.
- Click on Outgoing Email beneath Email.
- Click View Log on the right quick menu.
From here, you may select a Search On option, enter a search value, and click Search to filter / search the list. The list will re-populate with messages matching the criteria.
You may use the Previous and Next buttons to page through the list. Clicking on a column heading will sort the list by the column’s values. View Body links will allow you to view the content of a message in a separate window.
