Managing IEM Mailboxes


  1. Navigate to  Administration > Incoming Email.
    • If you have mailboxes already present, they will be listed on this IEM Mailbox List screen.  Note that you can toggle them on and off via the Active slider.
  2. If you want to add a new mailbox, click Add along the lefthand menu.  If you want to edit an existing mailbox, click edit next to the mailbox you want to edit. 
  3. Under Email Account Information, the first option available is an Active check box. This box will be checked by default when adding a new mailbox and can be unchecked to ensure new issues are not created if messages are sent to the specified address.

This can be useful if the mailbox you are adding has existing emails that need to be cleared before going live with this feature.

  1. Click the radio button for the type of mailbox you’re setting up (Exchange, IMAP, POP3).

When you select the Exchange server type, Enable Autodiscover is checked by default. To enter the Mail Server, Domain, and EWS endpoint URL manually, uncheck this option to make the appropriate fields available.

  1. Fill out the server, account and password information.  If using IMAP or POP3, make sure you select Use TLS if applicable. 

  2. If using IEM Exchange, you will need to select your version from the drop down. 

  3. Include return address and from name information. If you only have a single mailbox, you can omit this step and the system will automatically use the return address specified in System Settings > Email Settings.

This needs to be a general account, not one that belongs to an actual user.

  1. (Optional) Test your connection to the server information provided by clicking on Test Connection.

    If the test is successful, a green message will appear next to the Test Connection button 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, or

  1. (Optional) Select a user or group to be automatically assigned to new issues created.

  2. (Optional) Select a default Class value to apply to all new issues created.

  3. Select a default Issue Type to be applied to any new issue where the Type/Subtype was not derived.

  4. (Optional) Select whether you want the system to derive the Issue Type/Subtype by scanning the subject line and finding an exact match or a contained match.

  5. (Optional) Select whether a default Quick Pick should be applied to all new issues created.

  6. (Optional) Select whether you want the system to derive a Quick Pick to apply by scanning the subject line and finding an exact match or a contained match to a Quick Pick name

  1. Under the User creation section, select one of the radio button options.

    • Accept mail only from existing Issuetrak users, or active Active Directory users (if module purchased)
    • Submit new issues as a specified user. If selected, use the magnifying glass to select the specific user for the issues to be submitted under.
    • Create users from this template. If selected, use the magnifying glass to select an existing template, or click Add User Template to create a new template to be used.
    • Create user with these default values. If selected, use the magnifying glass to set default Organization and Location values.
  2. (Optional) If either of the create  options were selected, you can select whether to determine the Organization from the email domain. This will look at the email domain and attempt to match it to the web address field of an organization record. You can also select whether you want to email login credentials to those new users.

  3. (Optional) If you want the submitting user account to have the ability to add notes to issues regardless of its ability to view those issues, you may uncheck the option labeled with "Require user to have issue visibility to add notes" which is enabled by default. 

If set to Accept email from existing users only, email from any address not found in your users table will be rejected. If you have specified a user to be notified on error, that user will get a notification that the issue was not created.

  1. (Optional)  Enable Include users from the email's CC list on the Issue's distribution list

  2. (Optional)  Choose between the following three options:

    • Only add exiting Issuetrak users to Issue distribution list
    • Create users from this template:  (Select a template)
    • Create users with these default values:  (Select an organization)
  3. (Optional)  Enable Email login instructions when new user is created from a template
  4. (Optional)  Enable Attempt to determine organization from email domain when creating a user.  If this is enabled, IEM will compare each sender's email domain against the value stored for each organization's "IEM Email Domain" field and will associate the sender with the first matching value.  

  1. (Optional) Select Reopen Issue if note added after close If you want closed issues to be reopened when someone sends in a reply via IEM.

  1. Select a user to be notified if there are any errors in email processing.

  2. Adding a value to the Attachments field applies a size limit to the individual Attachments IEM will add to issues.

  3. (Optional) Adjust the loop prevention settings. The default is to refuse email when the mailbox received more than five messages from the same person within five minutes.

  1. Add Mailbox. 

  2. The message Mailbox ... was added successfully will display when the save is complete.

Updating an Existing Mailbox

Once mailboxes are created, the values can be adjusted at any time. To edit the mailbox:

  1. Navigate to Administration > Incoming Email > IEM Mailboxes > List All.
  2. Click edit next to the appropriate mailbox in the list.
  3. Make your changes in the Edit Mailbox screen that opens.
  4. Click Update Mailbox.

The message Record updated successfully will display when the update is complete.