Configure User Email Accounts

Overview:

 

This section allows the configuration of user account settings for your reps.  This will allow Support Reps to use the Email Inbox functionality.  This will also allow your reps to send email from their local account when they are updating requests.  In order to do this, an administrator must configure the "User Email Accounts" settings.  Note, user email accounts can now be configured and reside on multiple mail servers.

 

 

 

 

Mail Server Settings:

 

 

Click on the Mail Server Setting button to configure these settings.  These settings must be populated in order to edit Support Rep or Email Account Properties. 

 

 

Configured Servers

 

If your Support Reps’ email accounts reside on separate mail servers, add your mail servers by clicking on the e-mail icon.

 

 

 

Account Details

 

This section allows you to specify whether your email system is using the POP3/SMTP, MAPI or IMAP protocol.

 

 

POP3/SMTP

 

 

 

To Configure User Email Accounts using the SMTP/POP3 Protocol, ensure the following fields are completed:

 

 

 

 

 

 

 

 

 

 

 

 

 

If the mail server requires login authentication, the HelpSTAR database must contain a User Name and Password for each support rep wishing to email a request history. You can enter this information in Email Account Properties. (Note that support reps can also enter this information themselves from the Email node found under My User Options).

 

Microsoft Exchange Server (MAPI):

 


 

The administrator must enter in the MAPI server name. You can then select each support rep’s profile in Email Account Properties (as discussed below).  Note that support reps can also select their profiles from the Email node found under My User Options)

 

Note: if your mail system is MAPI, then the HelpSTAR mail server cannot automatically send service request details from workstations having Outlook 2000 as the default email client while it is running. The email containing the request details will remain in the outbox until Outlook 2000 is opened. (Note also that Outlook 2000 does not send messages immediately when connected unless this mail account option has been selected from Outlook’s Tools > Options > Mail Delivery tab.)

 

 

IMAP

 

 

To Configure User Email Accounts using the SMTP/POP3 Protocol, ensure the following fields are completed:

 

 

 

 

 

 

 

 

 

 

 

 

 

                                     

Email Inbox Processing:

 

 

This drop-down menu (shown above) provides two options for message handling in the Email Inbox, with respect to dragging messages to create or update service requests:

 

 

 

Once settings have been configured, click on the Save icon to return to the Support Rep window.

 

Support Rep Email Account Settings

 

After you have configured the Mail Server settings and Email Inbox message handling, click the Save Icon.  The window shown below will appear.

 

 

 

Here, you can enter your support reps’ local email account information. This information may already be populated, as it can also be entered when adding a user (from the Email section of the User Information: Logins tab), or it may be entered by the support reps themselves from their personal User Options.

 

Click on Save to ensure changes are saved.

 

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See Also:

Configure System Email Accounts

My User Options

System Options