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SD7 - Mailbox monitoring

  • 1.  SD7 - Mailbox monitoring

    Posted Dec 18, 2009 02:40 AM
    Hi,

    Am i missing a cruicial step here? I cant seem to get Service Desk to monitor an Exchange mailbox?

    My settings i've entered are below;

    Mail settings.JPG


  • 2.  RE: SD7 - Mailbox monitoring

    Posted Dec 19, 2009 02:40 AM
    I've changed SSL to false as the SD7 server is on the local LAN and SSL is not used.

    Still no joy.

    Do we need to restart IIS each time we make changes here?


  • 3.  RE: SD7 - Mailbox monitoring

    Posted Jan 05, 2010 06:31 AM
    If anyone has Mailbox Moniotring working or enabled, please can you share you settings?

    We have Exchange 2007 and IMAP4 and POP3 is enabled and services are running.

    POP Authentication has TLS selected
    IMAP authentication is set to use Plain Text.

    Please advise, all comments welcome.


  • 4.  RE: SD7 - Mailbox monitoring

    Posted Jan 06, 2010 10:00 AM

    Do those settings work in a mail client installed on a desktop?

    How are you testing it?  For example, what happens if you send an e-mail with the subject New Ticket to your servicedesk account and wait 30 minutes?



  • 5.  RE: SD7 - Mailbox monitoring

    Posted Jan 26, 2010 03:12 PM
    Hi,

    Well the ticket doesnt get created. Was hoping someone could share their settings so i could compare.

    Is anyone using mailbox monitoring in SD7? Would have thought this was the norm....


  • 6.  RE: SD7 - Mailbox monitoring

    Posted Jan 26, 2010 03:49 PM
    So do your settings work in a mail client?  Perhaps you have a username, password, or SMTP/IMAP problem.


  • 7.  RE: SD7 - Mailbox monitoring

    Posted Jan 29, 2010 10:32 AM
     Has anyone checked their logs on the SD server? I was getting SD.Email.Monitoring errors because the exchange server wasn't setup for IMAP. 


  • 8.  RE: SD7 - Mailbox monitoring

    Posted Jan 29, 2010 07:04 PM
    You should test IMAP in your environment.  One way is to set up a Outlook client or mobile device using IMAP and your server settings above.  Another is to open cmd on your SD server and type 'telnet 172.16.8.11 imap'.  It should open, not time out or deny access.  If you can't set up a mail client with IMAP but you can use telnet, it may be a credentials issue.  Check your username and password.


  • 9.  RE: SD7 - Mailbox monitoring

    Posted Feb 04, 2010 06:51 AM

    Two things:
    1) Your username should be in the format username@domain.com
    2) When you send an email to this mailbox make sure it contains "new ticket" or "new incident" in the subject. Otherwise no ticket will be created (it does show up as an EM task for service managers).

    Also, if you're using IMAP, servicedesk will process all unread messages. So if the mailbox contains a lot of unread messages it will take a while before it get's to your test message. Just make sure that the mailbox is either empty or all messages are read before you start.

    And very important: after adding or changing the settings you must do an iisreset!

    Regards,
    Peter



  • 10.  RE: SD7 - Mailbox monitoring

    Posted Mar 11, 2010 09:36 AM
    I had the same problem and using POP seemed to fix it.

    This did not work immediately. I had to log into the Workflow designer and run the  SD.Email.Monitor.Monitoring process manually. This showed that with IMAP, it failed but with POP the process ran through. Once it had run once, it continued to work. I have rebooted the server once since making this change and I did have to run the process manually after the reboot to get it started again. Not sure if this is a coincidence or not.

    Hope this helps.

    Tim


  • 11.  RE: SD7 - Mailbox monitoring

    Posted Mar 18, 2010 02:56 PM
      |   view attached

    I was having the same error.. but I asked for support to symantec.
    And first they began to monitor the process to do this they use the CONFIGURATION AND LOGGING TOOL, but first they change the interval of time of the sd.email.Monitor and the sd.email.InboundManagement.
    You can go to your servicedesk server and at the taskbar is the servidesk icon .. click right button, choose server-- local server and find your sd.email.InboundManagement
    right click and edit Schedule to change the interval to 1 minute 00:01:00, do the same to the sd.email. monitor. For each  sd process you can change the Logging level  and there also use the Consol View log.
    so if you have a configuration error you will see it on that log.
    I hope these help you to find the error.



  • 12.  RE: SD7 - Mailbox monitoring

    Posted Apr 24, 2010 04:10 PM
    Thanks!

    It turns out we needed to set the IMAP configuration on the Exchange Server to use 'Plain text'

    Works fine now.



  • 13.  RE: SD7 - Mailbox monitoring

    Posted Apr 28, 2010 06:50 PM
    Please read what users give you as controls to do.

    The steps were to try first with a mail client like Outlook or Outlook express...



  • 14.  RE: SD7 - Mailbox monitoring

    Posted May 04, 2010 02:45 AM