Submit a ticketCall us

WebinarUpcoming Webinar: Know What’s Changed – with NEW Server Configuration Monitor

Change management in IT is critical. But, even with a good change management process, changes are too often not correctly tracked, if at all. The configuration of your servers and applications is a key factor in their performance, availability, and security. Many incidents can be tracked back to an authorized (and sometimes unauthorized) configuration change, whether to a system file, configuration file, or Windows® Registry entry. Join SolarWinds VP of product management Brandon Shopp to discover how the new SolarWinds® Server Configuration Monitor is designed to help you.

Register now.

Home > Success Center > Web Help Desk (WHD) > WHD - Knowledgebase Articles > Delay in sending Web Help Desk ticket email

Delay in sending Web Help Desk ticket email

Issue:

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. 

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

Last modified

Tags

Classifications

Public