Can SysAid create service requests from incoming emails?

 
Author
Message
SysAid Technical Writer
580
 
Can SysAid create service requests from incoming emails?

Absolutely. You can easily set up SysAid to convert incoming emails from specific e-mail accounts, and you can define categories and automatically route service requests accordingly.
SysAider
1
 
I've the same problem . how to configure the incoming-email to create a SR?
SysAid Technical Writer
580
 
Hi vc_egg,

The Online Aid explains how to configure incoming e-mail integration here.

If you are still unable to configure e-mail after consulting the Online Aid, you are welcome to send an e-mail to SysAid Support at helpdesk@sysaid.com and they will be more than happy to assist you in configuring e-mail integration.
LGR
SysAider
5
 
Hello, I write because I have the email integration option enabled but when users send me an email to my configured account, an SR is not automatically opened
SysAid Community Manager Product Team
4490
 
Hi LGR,

When you log into your email service, do these emails still reside in the inbox? I would also double-check if you have entered the correct login credentials and configuration for the integration.

Cheers,
Danny
LGR
SysAider
5
 
If I did, I even get the messages when they open a case on the user-portal but an SR is not yet opened via email.
SysAid Community Manager Product Team
4490
 
My previous post of course refers to the incoming emails, not outbound
LGR
SysAider
5
 
I know, I mention everything so that there is no doubt, I know something I have to have wrong because the SR is not created when I send the email but I have configured all the parameters that I understand correct. Incoming email setting, routing and email roules.
SysAid Community Manager Product Team
4490
 
Did you check if the customer emails are still in the mailing service inbox?
LGR
SysAider
5
 
Yes, the customer emails are still in the mailing service inbox.
SysAid Community Manager Product Team
4490
 
In order to investigate the issue, we will need the SysAid logs from your server. To download the logs you can either:
Click on your profile on the top-right of the SysAid screen > About, and in the popup window that opens click on "Download Log File".

If the above doesn't work, please collect following folders/files manually:
...\SysAidServer\root\WEB-INF\logs (entire folder, zipped)
...\SysAidServer\logs (entire folder, zipped)
...\SysAidServer\tomcat\logs (entire folder, zipped)
...\SysAidServer\root\WEB-INF\conf\serverconf.xml
...\SysAidServer\root\WEB-INF\conf\sysaid.ver
...\SysAidServer\conf\wrapper.conf

Afterwards, please upload the zip file to a service such as Google Drive or Dropbox, and send me a shareable link by a private message.

Thanks,
Danny
LGR
SysAider
5
 
Thanks for the help, I just sent the link.
SysAid Community Manager Product Team
4490
 
The logs state "E-Mail imap (SSL) login failed" and "Connection refused" so it indicates something is configured wrong either in the credentials/security settings in email integration for this email account, or in your email server. Make sure the actual email server is properly configured to receive IMAP SSL connections, etc.

If it still fails, I suggest contacting our customer support team with the issue description and the logs you have sent me for a deeper investigation.

Cheers,
Danny