OWA integration - with proxy

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OWA integration - with proxy

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25/11/2011 15:51:21

Subject: OWA integration - with proxy

pdnpa
SysAider

SysAider from release 7.5

Joined: 21/10/2011
Messages: 9
Offline

Hi all,

Have a question in regards to Email Integration with OWA.

We run Exchange 2010 and all users have access to the Outlook Web Access. I have made a new email - support@domain.com - and has a login to OWA and can do so.
I put these credentials into Sysaid Pro 8.1.03 and emails just sit in the inbox and never get logged as a ticket.

After some time I was testing some VPN settings using a broadband connection and the test PC and the tickets decided to log all of a sudden...therfore I think I have found the problem. As each client sits on the proxy when connecting to the internet etc - I think that is causing the issue.
Obviously when the PC is on the broadband connection it isn't using a proxy server and therefor logs tickets automatically.

Is there something that needs doing on the server in order to be able to use the ingegration and work as it should?
I can't see a setting and it must have been a previous problem.

I did log a ticket with support - however the proxy is an issue there to. The remote software can't run on the proxy. So in order to allow support in the PC has to be on the broadband connection - and as you may have guessed as soon as you are on the broadband it all works.
Therefor I could do with some suggestions...

Many thanks,
Oliver

28/11/2011 11:16:02

Subject: Re:OWA integration - with proxy

Inna
SysAid Customer Relations

Joined: 24/06/2010
Messages: 745
Offline

Dear pdnpa,

In case you are using a proxy server, please add the following tags to ...\SysAidServer\root\WEB-INF\conf\serverConf.xml:

<proxyConf>
<proxyHost></proxyHost>
<proxyPort></proxyPort>
<proxyUser></proxyUser>
<proxyPassword></proxyPassword>
</proxyConf>

Those tags should be configured before the </serverConf> tag.
Keep in mind that you need to put the Host / Port / User and Password of the Proxy server in between the tags.

Inna

29/11/2011 10:08:40

Subject: Re:OWA integration - with proxy

pdnpa
SysAider

SysAider from release 7.5

Joined: 21/10/2011
Messages: 9
Offline

Thanks for the reply Inna,

We did already have those tags in the config file.
Therefor I guess its maybe configured wrong.

What format does the config file need to be in? - for example
Does the username need to have the domain name first followed by the username or is the username alone ok?
Also can the proxy name be either the server or hostname or can it only be the ip address? - I would presume either.

This is that I have now - added the text to the very top of the script just after the initial serverconf tag (have removed the password for obvious reasons):

<serverConf>

<proxyConf>
<proxyHost>10.0.0.12</proxyHost>
<proxyPort>8080</proxyPort>
<proxyUser>support</proxyUser>
<proxyPassword></proxyPassword>
</proxyConf>

Thanks,
Oliver

This message was edited 1 time. Last update was at 29/11/2011 10:15:06

29/11/2011 10:41:48

Subject: Re:OWA integration - with proxy

pdnpa
SysAider

SysAider from release 7.5

Joined: 21/10/2011
Messages: 9
Offline

Hi,

You can ignore the last message.
Trying to get it working - was have moved to POP3. Initially it didn't work but after changing some settings on the exchange server and using ssh tickets are now logging.

Thanks for the help
Oliver

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