Emails can be read from the i-net HelpDesk server and made available in a ticket. To make this possible, you must set up the following:

1. On an email server, your mail administrator must create a mailbox, e.g. "helpdesk".
2. Furthermore, the mail server must support IMAP or POP3 as protocol, whereas SSL is typically used for security reasons.
3. In this dialog, you now configure access to the email server and mailbox from the i-net HelpDesk server's point of view.
4. The i-net HelpDesk server connects based on the data you have entered. You can specify different email servers but also any number of mailboxes.
5. Now you have to communicate the mailbox name to the end users / customers.
   • Note: network monitoring software can also send alerts via SMTP to a dedicated mailbox, e.g. "monitoring", which is then read by the i-net HelpDesk server.

Important: After reading the emails from the mailbox the original mails are deleted from the email server! If an error occurs during reading, the e-mail in question is moved to a folder HD Error Messages. However, this requires the connection to the mail server via IMAP.

An activated checkbox disables the reading of emails from all mailboxes. Disabling is necessary, for example, if you want to clone your productive i-net HelpDesk running in a VM and use the clone for testing purposes.

In this case, activate the checkbox on the productive system, then create the clone and finally deactivate the checkbox again.

The list represents all incoming email accounts that are configured for the i-net HelpDesk server.

Opens a new dialog for storing access data to a mailbox.

You can activate this checkbox in the following way.

A resource member (listed on the Members tab of this resource) sends a mail outside of the i-net HelpDesk to the a mailbox account read by this server, exactly to his resource, i.e. sender of the email is equal to email address of a resource member.

Then:

1. this resource member does not receive an auto-mail regarding "customer reply" (if configured in configuration > Auto-mails).
2. the status of the ticket remains unchanged, i.e. different from the default behavior. Here, any reply email to a ticket will result in status change to "Confirmed-unread" (yellow clipboard) and re-activation of automatic escalation.

Note: Closed jobs behave as always with email responses, i.e. within the time period for a reactivation, the ticket is opened again. An email receipt after the reactivation time has expired will result in a "ticket closed" error message to the sender.