Not logged in - Login

  User Manual

  Tech Support

System Email Accounts


Navigation

  1. Navigate to the backstage menu by clicking on the ServicePRO icon.
  2. From the Setup tab, click on the System Email Accounts option as highlighted below.
    System Email Accounts Navigation

Configuring a System Email Account

ServicePRO System Email Accounts process incoming emails to create new requests or update existing requests, send request updates to users and send business rule notifications.

Configure System Email Accounts Window

  • NEW - Create a new System Email Account
  • UPDATE - Update an Existing Account
  • DELETE - Delete a System Email Account
  • Scan for new mail specifies how often the StarWatch process will scan the system email account for new email.
  • Issue Alert if unable to process mail A ServicePRO Alert will be issued to all Support Reps currently logged in
  • Create Announcement - An announcement will be created notifying that email processing has stopped

System Email Account Configuration Tabs

  • Account Setting – Allows to enter email account information, processing properties and test the connection settings entered.
    • If using EWS - To get the EWS URI please see the Configuring Calendar Synchronization Page
    • When the Allow CC List user(s) to update request via Email checkbox is selected, any end user who is part of the CC Recipient list will be able to update the request by replying to emails sent from that request.
    • Select the Dispatch folder where new requests will be created.
    • Click the Test Account Settings button (as shown in the image below) to confirm if ServicePRO can successfully connect to the system email account entered.

      Account Setting

  • Reply Messages – Create custom reply messages. Reply emails are sent to requesters for all incoming emails. For specific events, such a message failure or logged request confirmation, you can create the text that will appear in emailed responses. The Reply Messages tab features a Rich Text Editor to allow you to customize formatting of emails sent to requesters.

    Reply Messages

  • Outgoing Request Updates – Configure messages sent to users when their requests are updated. The Outgoing Request Updates tab features a Rich Text Editor to allow you to customize formatting of outgoing request updates to requesters. In addition, you can add Memo Variables to the Greetings tab such as request number or requester name. The Current Memo and Request History notifications will be accompanied by the text placed here. If you want users to reply to the outgoing email to update the request, check the box for Allow to update a request through email.

    Outgoing Request Updates

  • Reopening Request – Configure how to handle the reopening of closed requests by email updates. The following options are available:
    • Allow to reopen anytime - Request can be reopened anytime and will be moved to the selected folder.
    • Allow to reopen within given hours - Request can be reopened within the timeframe provide and will be moved to the selected folder. Option to notify requester that their request did not reopen is available.
    • Do not allow to reopen - Request will never be reopened. Option to notify requester that their request did not reopen is available.
    • Do not reopen but create a new request - Request will never be reopened but a new request will be created for the same requester.
      Reopening Request

  • Attachments – Set the options for processing attachments. By default, email attachments are ignored. You can specify if attachments should be processed and attached to a service request. In addition, specific file types can be blocked if you do not want ServicePRO to process them.

    Attachments

  • Block List – Do not process email messages starting with certain text in the subject line (such as “Out of Office”); Email messages with subject lines starting with the defined string will not be processed by ServicePRO to create a new request. Check the box under Send Reply if you want a 'Request Failed' notification to be sent to the sender of the email.

    Block List

    Click on the Save button to save your settings. You will be taken back to the Configure System Email Accounts window where your new settings will be added to the Email Accounts list. If multiple accounts are entered, the first account you configure is the "Default" system account. If you want to users to submit email requests to different email addresses, click the Add button to add accounts. This will open another Account Settings window.

Requirements

  • The system email accounts function with POP3/SMTP, IMAP/SMTP or Exchange Web Services (EWS) compliant email systems.
  • A mailbox must exist on the mail server for each system email account you wish to use in ServicePRO.
  • The StarWatch service must be running to process incoming and outgoing email.
  • ServicePRO will only processes email requests that it can find a matching email address for in the database (unless otherwise configured with an Email Business Rule).
  • Ensure that all users submitting email requests have their email enabled and their email address entered correctly.
  • System email accounts can be configured to process attachments.

Note to System Administrators: A recent optimization update for Starwatch Service and Rule Service requires users to perform the following actions:
  1. When any changes are made to an existing System Email Account, Starwatch Service and Rule Service need to be restarted in order for the changes to take effect.
  2. When any changes are made to the System Text Messaging account, Starwatch Service and Rule Service need to be restarted in order for the changes to take effect.