Submit a ticketCall us

Systems Monitoring for Dummies
Our new eBook will teach you the fundamentals and help you create monitors and alerts that are effective, meaningful, and actionable. Monitoring is more than a checkbox on your to-do list. This free eBook will give you practical advice to help you succeed in all aspects of monitoring – discovery, alerting, remediation, and troubleshooting. Don’t miss out on this indispensable resource for newbies, experienced IT pros, and everyone in between. Register Now.

Home > Success Center > Web Help Desk (WHD) > Web Help Desk Administrator Guide > Set up the application > Configure an incoming email account

Configure an incoming email account

Table of contents
No headers

Define the requirements for accepting email and initiating some of the automated email processes in the Incoming E-mail Accounts screen.

  1. Click Setup and select E-Mail > Incoming Mail Accounts.
  2. Click New.
  3. Select Enable E-Mail Tickets to enable Web Help Desk to create tickets from the email address in step 4.
    WHD Incoming Email Accounts Screen21.png
  4. In the E-Mail Address field, enter the email address used by Web Help Desk to create new tickets. 
  5. In the Account Type field, select the email protocol used to access the email account. 

    If you select Exchange or Office 365, verify that Exchange Web Services is enabled on the Microsoft Exchange server. If the Exchange server does not support this service, enable the IMAP or POP3 protocol on the server. 

  6. Select the Compatibility Mode checkbox if you want to enable Web Help Desk to download the full email from the email server rather than specific parts of the email. 

    SolarWinds recommends leaving this check box blank.

  7. In the Incoming Mail Server field, enter the email account used to send email to clients. 
  8. Click the Tech Group drop-down menu and select the tech group that filters the incoming email.
  9. Click the Request Type drop-down menu and select the request type that is assigned to tickets created from all incoming email.

    Ensure that the request type is supported by the selected tech group.

  10. Leave the Allow Auto-submitted E-Mail check box and Advanced E-Mail Properties field blank. If your email server fails incoming email tests, you can use these options for troubleshooting. Click the tooltips for more information.
  11. Click Save. 
 
Last modified

Tags

Classifications

Public