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Delay in sending emails in Web Help Desk

Created by Interspire Import, last modified by MindTouch on Jun 23, 2016

Views: 1,562 Votes: 0 Revisions: 13

Issue:

There is a delay in the Save and Email process when a ticket is updated after moving to the email server.The email is sent with a 20-second delay.

Resolution:

Do the following steps to resolve the issue:
  1. Go to Setup > General > Options > Max Search Results and set the value to 1000.
  2. Go to Setup > E-Mail > Options > Schedule E-Mail Delivery Threshold and change the value from 5  to 1.

Microsoft Exchange Users

  1. Navigate toSetup > E-Mail > Outgoing Mail Account > [selec the Mail Account Configuration].
  2. Verify that the following is set if using SSL secured connection:
    • SSL ticked 
    • Port: 587 
    • 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.

Google Mail Users

  1. Navigate to Setup > E-Mail > Outgoing Mail Account > [select the Mail Account Configuration].
  2. Verify that the following is set if using SSL secured connection:
    • SSL ticked
    • Port: 465 
    • Set Authentication to SIMPLE with the username set to the full email address of the Mailbox.
    • (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, setting it to relay to the external SMTP server of Office365.

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

Viewing 2 of 2 comments: view all
Interspire author is Karen Valdellon
Posted 18:50, 14 Aug 2015
Interspire author is Karen Valdellon
Posted 19:28, 14 Aug 2015
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Last modified
10:38, 23 Jun 2016

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