Symantec SERVICEDESK 7.0 MR2, Implementation Manual

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Table 6-4
Options under the Outbound Mail Settings section (continued)
Description Option
Lets you type the email address from which ServiceDesk sends notification emails.
If you choose to monitor inbound email, use the same address here as the one in User
Name under the Inbound Mail Settings section. That way, the responses are sent to the
Inbox that ServiceDesk monitors.
Examples are as follows:
■
no-reply@domain_name.com
■
Support@domain_name.com
If you plan to respond to emails that are sent from ServiceDesk, we recommend that
you use a more specific address like this one.
Reply-to Address
Table 6-5
Options under the Inbound Mail Settings section
Description Option
(Optional) Lets you configure settings for the Inbox monitoring tool, which monitors a
specific mailbox for the incidents that users submit to ServiceDesk by email.
When you check this check box, the other options under this section become available.
Monitor External Mail
Box
Lets you type the name of the email server that the ServiceDesk Inbox monitoring tool
monitors for incidents. Use the following format:
mail.domain_name.com
Server Address
Lets you specify the port to use for the protocol that you select in Mail Protocol. Port
Lets you select the protocol for the email transmissions to ServiceDesk.
The options are as follows:
■
IMAP
■
POP
We recommend that you use the POP protocol. Using IMAP might cause problems with
some email server programs, including Microsoft Exchange.
Mail Protocol
Lets you use the Secure Socket Layer (SSL) protocol to secure the email transmissions to
ServiceDesk. Use SSL
Configuring the initial ServiceDesk settings
Mail Settings page
96