Outgoing Mail Server Settings
Configure your organization's mail server to send emails and trigger notifications. You can use email protocols (SMTP/SMTPs), Exchange Web Services (EWS), or Microsoft Graph to send emails from SupportCenter Plus.
Configure Outgoing Mail Server Settings
Configure Mail Server with Email Protocols
Choose the Connection Protocol as SMTP/SMTPS.
Choose the Authentication Type. Use the pointers given below to configure the mail server based on the authentication type:
Field Name | Basic Authentication | OAuth Authentication |
Server Name / IP Address | Specify the name or IP address of the server through which all emails must be sent. | |
Alternate Server Name / IP Address | Provide secondary server details, if available. SupportCenter Plus will use this server to send emails if the primary server is unavailable. | |
Sender Name | Specify the name to be displayed in emails sent from the application. | |
Reply to | Specify an email address to be mentioned as From address in outgoing emails. All emails from SupportCenter Plus will be received from this email address. | |
Username | - | Enter the username to access the mailbox. |
Protocol | Select the protocol to connect to the mailbox:
| |
TLS Enabled | Select whether Transport Layer Security (TLS) must be enabled. | |
Port | Specify the port number as per the selected protocol. | |
Requires Authentication | Provide the necessary login credentials to mandate authentication in the mail server while sending emails. | - |
Authorization Server Details (Client ID, Client Secret, Authorization URL, Token URL) | - | Obtain these details from the authorization server. |
Scope
| - | Define the accessibility of the obtained OAuth tokens in the mailbox. For SMTP/SMTPS protocols running on port 587, scope will be auto-populated for the following mailbox:
Know more about default values populated as scope. |
Redirect URL | - | Use this URL to to register the SupportCenter Plus and obtain tokens from the authorization server. Ensure the application is accessed using the same host as the redirect URL for OAuth configurations to work. |
Enable proxy server | If the application requires proxy settings to send emails, enable and configure the proxy settings. | |
After setting up the configuration, click Save.
Secondary Mail Server for Outgoing Mails
In case of connectivity issues with the primary mail server, SupportCenter Plus will connect with the alternate server and send emails. Once connected, SupportCenter Plus will continue to send emails via the alternate server. To reconnect with the primary server, you can do one of the following:
Restart the application services
Reconfigure outgoing mail server settings
A UI message will be displayed to inform users as shown in the screenshot:
Configure Mail Server with Exchange Web Services
Choose the Connection Protocol as Exchange Web Services (EWS).
Choose the Authentication Type. Use the pointers given below to configure the mail server based on the authentication type:
Field Name | Basic Authentication | OAuth Authentication |
Connect URL | Provide the EWS URL to connect to the server (For example, https://<host_name>/EWS/Exchange.asmx). | |
Username | Enter the username to access the mailbox. | |
Password | Enter the password of the mailbox. | - |
Sender Name | Specify the name to displayed in emails sent from the application. | |
Reply to | Specify an email address to be mentioned as From address in outgoing emails. Reply emails will be received from this email address. | |
Authorization Server Details (Client ID, Client Secret, Authorization URL, Token URL) | - | Obtain these details from the authorization server. |
Scope | - | Define the accessibility of the obtained OAuth tokens in the mailbox. For Office365 mailbox, scope will be auto-populated as: https://outlook.office365.com/EWS.AccessAsUser.All, offline_access Know more about default values populated as scope. |
Redirect URL | - | Use this URL to register SupportCenter Plus and obtain tokens from the authorization server. Ensure the application is accessed using the same host as the redirect URL for OAuth configurations to work. |
Enable Proxy Server | If the application requires proxy settings to send emails, enable and configure the proxy settings. | |
After setting up the configuration, click Save.
Configure Mail Server with Microsoft Graph
Choose the Connection Protocol as Microsoft Graph.
Microsoft Graph supports only OAuth authentication. Use the pointers given below to configure the mail server:
Field | Explanation |
Graph Endpoint | The global graph endpoint will be pre-populated here. Modify the endpoint if your organization comes under a specific national cloud. Click here to view the list of graph endpoints corresponding to various national clouds. |
Reply to | Specify an email address to be mentioned as From address in outgoing emails. Reply emails will be received from this email address. |
Authorization Server Details (Client ID, Client Secret, Authorization URL, Token URL) | Obtain these details from the authorization server. Microsoft Graph supports Azure as the authorization server. If the same mailbox is configured in both incoming and outgoing mail server settings, ensure the client ID is different to avoid issues due to mail throttling limitations. Learn more. |
Scope | Define the accessibility of the obtained OAuth tokens in the mailbox. For Microsoft Graph protocol, scope will be auto-populated as: Mail.ReadWrite,Mail.Send.Shared,offline_access Know more about default values populated as scope. |
Redirect URL | Use the URL to register SupportCenter Plus and obtain tokens from the authorization server. Ensure the application is accessed using the same host as the redirect URL for OAuth configurations to work. |
Enable proxy server | If the application requires proxy settings to send mails, enable and configure the proxy settings. |
After setting up the configurations, click Save.
For OAuth Authentication, provide your login credentials and submit your consent for the mentioned permissions. The login credential should be the same as the username configured in the Mail Server Settings. Ensure that you have not blocked pop-ups and redirects in your browser to view the user consent window.
Edit Mail Server Settings
In build 13001 or earlier, stop the mail fetching process and make the necessary changes.
In build 13002 or later, administrators can edit the mail server settings as needed. If a mail fetching process is ongoing, the application will prompt to disable mail fetching temporarily. After saving the changes, enable the fetching process manually.
Check Mail Server Connectivity
The outgoing mail server connectivity can be tested by sending a sample email from the mail server. Mention an email address and click Send a sample mail.
If the settings are configured right and the connection is successful, then a sample email will be sent to the mentioned email address. If not, an error message will be displayed on the screen.
To learn more about troubleshooting mail server errors, click here.
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