Is there an option to open tickets via email?

Open discussion about our Alloy Navigator Express 5 application

Is there an option to open tickets via email?

Postby christeffens on Thu Jun 11, 2009 2:05 pm

Hi, I'm evaluating Express and I want to know if there is a way to have the employee's email help requests without using the Self Service Web interface? This would be extremely helpful.
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Re: Is there an option to open tickets via email?

Postby pille on Thu Jun 11, 2009 2:34 pm

Absolutely. Look for the mailconnector.exe under C:\Program Files\Alloy Software\Alloy Navigator Express 5\bin (default location)

Just run that with the command line you create with the switches down below and create a scheduled task if you want it to run regularly.

Code: Select all
/? ( or /help) - Show this window
/Silent - Run in "silent" mode
/ScanTime="X" - Automatically check e-mails and load them every X minutes
/Server="SQL_Server_Name" - Name of SQL Server
/Database="DB_Name" - Alloy Navigator Express database
/NTAuth - Log on under Service account with Windows authentication (if the option is
          absent, SQL Server authentication is used)
/User="Login" - Login name for Service account (for SQL Server authentication)
/Password="Password" - Password for Service account (for SQL Server authentication)

/MailType="Mail_Type" - Mail server type {IMAP4 | POP3}
/MailServer="Mail_Server_Name" - IMAP4/POP3 mail server name
/MailPort="Mail_Server_Port" - IMAP4/POP3 mail server port
/MailBox="Inbox_Name" - IMAP4 Inbox name
/MailUser="Mail_Login" - IMAP4/POP3 mail server login
/MailPassword="Mail_Password" - IMAP4/POP3 mail server password
/MailUseSPA - IMAP4/POP3 mail server requires Secure Password Authentication (SPA)
/MailUseSSL="SSL_Type" - Type of incoming SSL connection {NO | TLS | SSL | TryTLS}
/MailRejectInvalidCertificates - Reject Invalid Certificates
                                 (for TLS/SSL/TryTLS incoming SSL connection)

/SMTPServer="SMTP_Server_Name" - SMTP server name for email notification
/SMTPPort="SMTP_Server_Port" - SMTP server port
/SMTPServer="SMTP_Server_Name:SMTP_Server_Port" - the two previous parameters
                                                  can be combined into one
/SMTPUser="SMTP_Login" - User name for authorization on SMTP server
/SMTPPassword="SMTP_Password" - Password for authorization on SMTP server
/SMTPAuthorization - SMTP server requires authorization
/SMTPUseSPA - SMTP server requires Secure Password Authentication (SPA)
/SMTPRejectInvalidCertificates - Reject Invalid Certificates
                                 (for TLS/SSL/TryTLS outcoming SSL connection)
/SMTPUseSSL="SMTP_SSL_Type" - Type of outcoming SSL connection {NO | TLS | SSL | TryTLS}


Also take a look at the following article to setup replies properly. The Mail Connector can also process replies into open tickets.

KB001529: How to configure the Mail Connector for processing e-mail replies
http://support.alloy-software.com/?mode ... d=KB001529
Contact Technical Services directly:
support@alloy-software.com
http://support.alloy-software.com

Paul Ille
Alloy Software
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pille
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Re: Is there an option to open tickets via email?

Postby christeffens on Thu Jun 11, 2009 2:39 pm

Ah thanks Paul. I'll check this out.

Where does it put replies?? You said in tickets.
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Re: Is there an option to open tickets via email?

Postby dennisking on Mon Aug 24, 2009 11:19 am

christeffens wrote:Where does it put replies?? You said in tickets.


email replies create activities in tickets. Once you set it up it's really nice, especially when people don't want to go to the portal.
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