Tools

Delay in sending Web Help Desk ticket email

The Web Help Desk Save and Email process is delayed after moving to the email server.

First published date

10/19/2018 3:02 AM

Last published date

10/19/2018 3:02 AM

Overview

When you move to a new email server, create a new ticket, and click Save and Email, the email is sent with a 20-second delay. 

Product section

Web Help Desk

Resolution

Perform the following steps:
  1. Log in to the Web Help Desk Administrator Console.
  2. Click Setup > General > Options.
  3. Set the Max Search Results value to 1000.
  4. Click Setup > E-Mail > Options.
  5. Change the Schedule E-Mail Delivery Threshold value from 5 to 1.

Microsoft Exchange Users

  1. Click Setup > E-Mail > Outgoing Mail Account > [account configuration].
  2. If you are using a secure SSL connection, configure the account settings.  
    1. Select the SSL checkbox.
    2. Enter 587 in the Port field. 
    3. Set Authentication to SIMPLE with the username set to DOMAIN\USERNAME format. If it fails to connect, use the full email address of the Mailbox as the username.
    4. Click Save.

Google Mail Users

  1. Click Setup > E-Mail > Outgoing Mail Account > [account configuration].
  2. If you are using a secure SSL connection, configure the account settings.
    1. Select the SSL checkbox.
    2. Enter 587 in the Port field. 
    3. Set Authentication to SIMPLE with the username set to the full email address of the Mailbox.
    4. (Optional) Set the Advanced E-Mail Properties to: 
      mail.smtps.starttls.required=true;mail.smtps.starttls.enable=true;

Office365 Users

SolarWinds recommends using an internal SMTP server. Set it to relay to the external SMTP server of Office365.

SolarWinds does not support setting up the internal SMTP/relay server