Outgoing Mail Server Settings
- Two-Factor Authentication
- Backup Scheduling
- Security Settings
- Performance Settings
- Notification Rules
- High Availability
Configure Outgoing Mail Server Settings
Go to Admin > Mail Server Settings > Outgoing.
By default, the outgoing mail server settings from IT Help Desk instance will be copied to the portal. You can update the configurations if needed. Select the Account you would like to apply the configuration and follow the given steps.
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.Support Center 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 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. Click here to know more. | |
Enable Email Debug | Obtain debug prints of subsequent emails fetched in the application. Enable this option only if recommended by the support team. | |
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, SuppotCenter 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 screen shot:
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 mails, enable and configure the proxy settings. Click here to learn more. | |
Enable Email Debug | Obtain debug prints of subsequent emails fetched in the application. Enable this option only if recommended by the support team. | |
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. |
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. Click here to know more. |
Enable Email Debug | Obtain debug prints of subsequent emails fetched in the application. Enable this option only if recommended by the support team. |
After setting up the configurations, click Save.
Edit Mail Server Settings
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.
Limitations
Due to severe throttling policies of Microsoft Graph API, ServiceDesk 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.
View History
Click View History on the top-right corner of the page to track changes made to outgoing mail server configurations.
Configuring OAuth for Mail Server
Upon generating the auth tokens, you can configure incoming and outgoing mail settings of your organization to connect using:
POP/IMAP/POPS/IMAPS (For incoming mail servers)
SMTP/SMTPS (For outgoing mail servers in here )
Exchange Web Services (For incoming mail servers and outgoing mail servers in service desk instance )
Microsoft Graph (For incoming mail servers and outgoing mail servers in service desk instance )
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