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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 09/07/2012 21:32:00
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KMarburger
SysAider
Joined: 15/06/2011
Messages: 5
Offline
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We recently upgraded from 6.5 to 8.5.08 Prior to the upgrade we used email integration for sending messages only, and messages came from the creator of the ticket. With the upgrade, they suddenly started coming from our SysAid service account. Researching this, I see that this was by design IF inbound email integration was turned on, which we never did since we only had a couple admins anyway. Since it wasn't turned on, but I could see some benefit there I decided to try to turn on inbound integration, but never had any luck getting it to work. Note the only internet based mail access for it is OWA, but I did try all the possible formats. I must be missing something.
Because inbound was not working, I tried turning it off again, but STILL getting default of email sent from the service account (so all updates, and the default if you select to send email).
One thing that would definitely help troubleshooting is a test email link in the integration page. It could pop up any errors that occur. Is there some log to look at for the problems, and way to initiate a check to the mail account?
Ideally we get inbound integration working as it would eliminate the need to sometimes copy mail to ticket, but alternatively we need to turn off messages coming from the service account as I don't want admins to have to check that mail.
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10/07/2012 13:38:11
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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I guess I'm confused at what you're asking for help with; are you still having problems with inbound integration?
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10/07/2012 14:28:36
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KMarburger
SysAider
Joined: 15/06/2011
Messages: 5
Offline
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Yes, prefer to get inbound integration working, but if we can't get that working, turn off emails from the service account so they come from the user or admin
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10/07/2012 14:31:30
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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That won't happen...the emails only come from the email integration account now.
How do you have the incoming email integration set up?
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10/07/2012 15:07:50
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KMarburger
SysAider
Joined: 15/06/2011
Messages: 5
Offline
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Ok, I could have sworn it was updated to allow for either if inbound integration was off, but I may be mistaken.
As for connection types I have tried doing OWA using <domain>\<username> and password (which is what's needed by our users and <username> password. No luck
I also tried mapi and POP using <usernam> and password, also no joy.
Where is it logged?
Can a mail connection attempt be initiated after a change to the integration configuration to see the effects in the log?
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10/07/2012 15:35:00
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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I think it's in the sysaid.log file, but I'm not 100%
What are you using for an email server? Are you using SSL?
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10/07/2012 15:39:43
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KMarburger
SysAider
Joined: 15/06/2011
Messages: 5
Offline
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email server is MS Exchange 2003, SSL with self-signed certificate
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10/07/2012 15:44:30
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CarlH
Elite SysAider
Joined: 30/01/2009
Messages: 178
Offline
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I've had luck with both OWA and MAPI (both with SSL enabled)
The user is entered as domain\username and just works...although I've never tried with Exchange 2003
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18/07/2012 09:02:08
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Ori
SysAid Customer Relations
Joined: 17/04/2008
Messages: 298
Offline
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Hey KMarburger,
Please send us an email to helpdesk@sysaid.com and your Account Manager will help you on this. On the email, please refer to this article.
Best Regards.
Ori Sharon.
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19/07/2012 09:33:31
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Bots
SysAider
Joined: 20/11/2011
Messages: 2
Offline
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I have exactly the same issue. We have no luck getting the OWA protocol working with Ex2003/SSL (non-selfsigned-SSL) on a certain account.
Also, it is very difficult to try and find a root-cause when there are no logs to look at. This should be a 'must have' in the log section on the hosted systems.
Rgds,
Dieter
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