Noticed that the SD server and the inbound email address have different domain(companydomain for sdserver and companyemaildomain for email).
So, what i did was to create a SMTP connector that will allow the email sent to servicedesk to be forwarded to SD server.
When the smtp connector was created and the routing service for exchange was restarted Iv tested if a new service call will be created by sending to this email address email@example.com, however I got a system undeliverable message saying this email address never exist.
I'v successfully configured inbound email at the lab having the same domain for SD server and email domain and same config for the connector, but for our client it didn't work.
What else do I need to configure? Does anyone been successful doing this having the same setup? Need help.
I already did what you said but still with no success. I can't even send to firstname.lastname@example.org I always got an undeliverable message saying No user here.
I tried using the Test Mail from the email settings of SD and tried sending to email@example.com and its ok. but from the log file of SD, here's what i got:
Tue, 31/01/2006 14:16:36 SMTPERRORjava.net.SocketTimeoutException: Read timed out at java.net.SocketInputStream.socketRead0(Native Method) at java.net.SocketInputStream.read(Unknown Source) at java.io.BufferedInputStream.fill(Unknown Source) at java.io.BufferedInputStream.read(Unknown Source) at com.hp.ifc.net.smtp.AppMIMEInputStream$BoundaryChecker.readCommand(Unknown Source) at com.hp.ifc.net.smtp.AppMIMEInputStream.readCommand(Unknown Source) at com.hp.ifc.net.smtp.AppSmtpRequestHandler.process(Unknown Source) at com.hp.ifc.net.tcp.AppTcpConnection.processRequest(Unknown Source) at com.hp.ifc.net.tcp.AppTcpThread.run(Unknown Source)
Tue, 31/01/2006 14:16:36 Ended parsing duration: 637739 ms Tue, 31/01/2006 14:17:45 Started parsing E-mail Tue, 31/01/2006 14:17:45 Ended parsing duration: 125 ms
Admin Console System Panel - Email - E-mail Commands Select a command e.g. New and choose to modify For testing set the Access Level to unrestricted (no check on E-mail address) and see if an e-mail with the new command in the subject fielf gets delivered
I'm a bit confused but this is how I have linked SD and our exchange system.
Inbound email tab - ServiceDesk (no @...) as mentioned above.
Use New command as default and take restrictions away as suggested - make sure template provides all required fields.
On exchange side I created a connector as you have done but for the email domain @servicedesk.companyemaildomain.com. Then create in the Active Directory a CONTACT that has the address ServiceDesk@Companyemaildomain.com AND ServiceDesk@ServiceDesk.Companyemaildomain.com with the latter being set as the primary SMTP address. Exchange will then accept email to ServiceDesk@Companyemaildomain.com and will magically forward it to ServiceDesk@ServiceDesk.CompanyEmailDomain.com.
This is nice because the end users can use the ServiceDesk@CompanyEmailDomain.com and it will be in the GAL.
I'v already successfully configured the inbound email for SD and can now create service call via email. Thanks for all your responses.
I just have another question, how an email message with HTML format be logged as service call to SD? Having the email in plain text format is ok, however in HTML format is not. Iv noticed that when I try to send using HTML format a service call ID was created (ID sequence appends)however it is not visible in SD. Why is this so and where does the service call goes? Is there's a way to make this possible? cause most of the end users uses this format in Outlook.