Mail server configuration is essential to receive requests via email, send notifications, surveys etc.

This is a portal-specific configuration. 

To configure a mail server, go to Admin > Main Settings > Mail Server Settings.

Configuring Settings for Incoming emails 

1. Navigate to the tab Incoming.


2. Enter Server Name/IP Address, username, password, list of email addresses.


3. Select the preferred protocol: POP, POPS, IMAP, or IMAPS.


4. Set port number and frequency of fetching mails in minutes.


5. Finally, click Save.

Configuring Settings for Outgoing emails 

1. Navigate to the tab Outgoing.


2. Enter Server Name/IP Address, Alternate Server Name/IP address, sender name, and reply to email id.


3. Select the preferred protocol: SMTP or SMTPS.


4. Set port number and provide authentication details (user name and password) if applicable.


5. Finally, click Save.

Configuring Spam Filter 

1. Navigate to the tab Spam Filter.


2. Define filtering rules by selecting email fields, conditions, and values. You can add multiple rules.


3. Choose either Match ALL of the following (AND) or Match ANY of the following (OR).


4. Finally, click Save.

Configuring Email Command

Email command allows you to set request fields from the email content by parsing the email message. 

1. Navigate to the tab Email Command.


2. Click Enable E-mail Command checkbox.


3. Select which emails should be parsed by configuring E-mail Subject contains field value.


4. To populate request fields from email content, enter command delimiters.


5. Finally, click Save.

Configuring Email Delimiters

Email delimiters are used filter, identify source, distinguish, and process notifications from different modules. The default delimiters based on modules are as follows. 

• RE- Request
  

• TA-Task
  

• SO-Solution 

Due to severe throttling policies of Microsoft Graph API, SupportCenter Plus has certain limitations when Microsoft Graph protocol is used for sending emails.

Microsoft has set service limits to only four concurrent API requests. Since SupportCenter Plus can send emails through multiple threads (user replies, forwards, system notifications, or custom triggers), there might be a delay while sending emails.

On performing a load simulation setup at our end to test the delay, we have verified the following stats:

	Email Inflow Rate	Email Outflow Rate	Results
Scenario 1	600 emails per hour where the inflow rate is constant (~10 emails per minute) 10 inline images for every 3 emails	1800 notifications sent from application (3 notifications for each request created) Average time to send an email = 2~3 seconds	Emails were sent without any delays.
Scenario 2	High inflow rate (sudden surge of 100 emails per minute) 10 inline images for every 3 emails	300 notifications sent from application (3 notifications for each request created) Average time to send an email = ~3 seconds	Emails were sent without much delay.
Scenario 3	High inflow rate (sudden surge of 200 emails per minute) 10 inline images for every 3 emails	600 notifications sent from application (3 notifications for each request created) Average time to send an email = 8~9 seconds	Max. of 10 mins delay in sending an email (time difference between 200th request creation and its notification)

 

As per the stats, when the inflow rate surges/an increased number of notifications are configured, there is an evident delay in sending emails.

Therefore, we recommend users not to configure Microsoft Graph protocol as the outgoing mail server in the following cases:

• Your organization environment has a high email inflow/outflow rate

• Your organization email flow rates do not fall within scenario 1 or 2.

Workaround: You can use SMTP protocol for sending emails.

This limitation does not affect incoming mail server as emails are fetched from mailbox in a sequential manner and therefore, no concurrent requests are made .