Incoming Email integration not working - need help

 
Author
Message
SysAider
3
 
Hi

I'm trying to set up our site to automatically create tickets from incoming mail with a Google Apps account, but incoming mail just sits in the gmail inbox (and I did enable IMAP in gmail).

When that didn't work, I tried doing the same with a free gmx account to see if it was a issue with the Google Apps (link of screenshot below - sorry,don't know how to add a picture to this post), but I still have the same issue.

http://postimg.org/image/3yjqgpi37/

Checked the "Enable incoming email integration" checkpox, IMAP, imap.gmail.com/imap.gmx.com for mail server, SSL, added username and password - didn't change anything else and Saved. What am I doing wrong?

Please help

Thank you
SysAid Community Manager Product Team
4490
 
Hi jacov,

If all the information is correct, it should work properly. Please make sure your User is your full Google email address (including @gmail.com) and your password is correct.

Cheers,
Danny
SysAider
3
 
Danny

Thank you for the quick reply. I re-checked the email credentials and they still don't work.

I'm guessing I did everything right (see pic in the previous post). And also tried both IMAP and POP which didn't work. Is this a limitation in the cloud version?

Is there any way to test whether the IMAP connection between SysAid?

Thanks!

Jacov
SysAid Community Manager Product Team
4490
 
Hi Jacov,

Upon further inspection, there appeared to a problem with a scheduler in the Cloud for your SysAid instance. We have fixed the issue and it should now work properly. I apologize for the inconvenience.

Can you please confirm it is now functioning properly?

Cheers,
Danny
SysAider
3
 
Hi Danny

Yes, all seems to be working now! Thank you for the help.

Jacov
SysAider
11
 
Hello
I am also having problems with the integration of incoming mail, I set my SysAid following the steps in this instructional video
https://www.youtube.com/watch?v=pvgfXlEXZTs&feature=youtu.be
But I still do not integrate incoming e-mail I'm doing wrong?
Attached image of my settings
SysAid Community Manager Product Team
4490
 
Hi Noel,

First of all, is your outgoing email working correctly? It appears like you haven't entered username in the field.

For the incoming email: have you checked that all the details are correct, including the configuration for gmail? Please double-check this on gmail website.

Please let me know.

Cheers,
Danny
SysAider
11
 
Hello Danny
Thank you for your prompt response, the user name had not added because I said it was optional and add it also confirm that the settings are correct gmail that way I can prove that my configuration is correct and works
SysAid Community Manager Product Team
4490
 
Hi Noel,

Can you confirm that the issue still exists? If so - can you check the inbox of the mail in question and check if all the messages remain in it unread? Additionally, please make sure that pop is enabled for the account in gmail itself.

Thanks,
Danny
SysAider
11
 
Hello Danny
I not if you have to see that in your email address have a group of mail instead of personal CTA
The group is soporteti@ser-corp.com mail and mail with my user to configure SysAid is helpdesk@sersanantonio.com, image and see me if you indicate that what I'm doing wrong

Thank you
SysAid Community Manager Product Team
4490
 
Hi Noel,

I'm not sure I understand. Can you please answer the questions in my previous reply?

Also, I understand that your personal email is using gmail service, correct?

Cheers,
Danny
SysAider
11
 
Soporteti@ser-corp.com mail is a mail group to which several people are monitoring, e helpdesk@sersanantonio.com not monitored and all incoming messages are in your inbox unread, we have stayed our emails in gmail platform, SMTP and POP3 settings are correct
SysAid Community Manager Product Team
4490
 
Interesting. I suggest contacting our technical support helpdesk and the team will be happy to assist with a more thorough investigation. Please make sure to mention all the details you have mentioned in this thread so far.

Cheers,
Danny
SysAider
7
 
Hi,

I am having the exact same issue as Jacov.

I have tried almost every method now to pick up incoming emails from a gmail account POP3 and IMAP and am still having no luck. I have also made sure the POP3/IMAP settings are enabled within gmail when testing.

I currently have the current incoming email settings:

Enable incoming email intergation: Ticked
Protocol: IMAP
Mail Server: imap.gmail.com
Type of encrypted connection: SSL
User: MyEmailAddress@gmail.com (double checked and is correct)
Password: MyPassword (double checked and is correct)

If needed my outgoing settings are:

Display Name: MyDisplayName
Email Address: MyEmailAddress@gmail.com (double checked and is correct)

SMTP Host Name: smtp.gmail.com
Port: 465
Encypted Connection: SSL
User: MyEmailAddress@gmail.com (double checked and is correct)
Password: MyPassword (double checked and is correct)
Encoding:utf-8
Content type: HTML
Charset: utf-8

Please help!
SysAid Community Manager Product Team
4490
 
Hi Dunney,

Can you check in gmail if the emails sent to the address stay in the inbox?

Thanks,
Danny