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Autogenerate INCIDENT by fetch mails from POP3 server

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Rahul Kumar Gup
Frequent Visitor

Autogenerate INCIDENT by fetch mails from POP3 server

Hi All,

OVSD 5.1 with SP6. database: MSSQL 2005 WITH SP2
OS: WINDOWS SERVER 2003 ENTERPRISE EDITION.

We want to generate auto-INCIDENT whenever mails come to a email id. SD has to fetch mail via POP3/IMAP at every interval and generate INCIDENT. POP3 IS LINUX SERVER.

Please let me know how inbound email can be configured in SD.

Regds,
Rahul
6 REPLIES
Err_1
Honored Contributor

Re: Autogenerate INCIDENT by fetch mails from POP3 server

Hi Rahul,

you can open Service Calls automatically by sending an email to SD directly, intructions to do this care fully detailed in the SD5.1 Administration Guide, chapter 4 "E-Mail".

Look for the Inbound E-Mail section.

Regards;
Randall Barrantes
SW Support Delivery Manager
Rahul Kumar Gup
Frequent Visitor

Re: Autogenerate INCIDENT by fetch mails from POP3 server

Hi Err,

My basic query:- How mail will come form outside to SD. Suppose that a.b@e4e.com. How it will happen, what should i right in to
sd@IPaddress or something else..
Its very confusing. Mails are going to outside from SD.

Regds,
Rahul
Err_1
Honored Contributor

Re: Autogenerate INCIDENT by fetch mails from POP3 server

Hi,

If you check the admin guide you will see that in SD, General Settings, Email configuration, you can define an inbound email address, e.g. servicedesk.

Now, let's say your SD server name is sdserver, all you need to do is send an email to servicedesk@sdserver.domain.com

This is for emails being sent from your employees to create Service Calls in SD.

Regards;
Randall Barrantes
SW Support Delivery Manager
Vasily Kamenev
Honored Contributor

Re: Autogenerate INCIDENT by fetch mails from POP3 server

Hi
At a first af all register on your (local or external) dns MX record for service desk server, what will receive emails, exm: if your address will be as servicedesk@sdserver.domain.com then on sdserver.domain.com.

Vasily
Rahul Kumar Gup
Frequent Visitor

Re: Autogenerate INCIDENT by fetch mails from POP3 server

Nothing is working

Please suggest me for same?

Regds,
Rahul
Vasily Kamenev
Honored Contributor

Re: Autogenerate INCIDENT by fetch mails from POP3 server

Hi
Use servidesk server as outgoing email server, example configure Outlook express for it. By this way you directly sent to SD server exclude network registation. use name@xx.xx.xx.xx as destination email address, where name - your regisred incoming email's address in SD, xx.xx.xx.xx - ip if outgoing server. is it working?

Vasily
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