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Creating tickets automatically from email

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Creating tickets automatically from email

Postby steve.millar.cplitservices » Fri Feb 27, 2015 11:37 am

Am I right in thinking that client emails sent to our support email address should automaticlly create new tickets?

If so, this doesn't happen in our setup.

Emails come through to the Labtech mailbox OK, but tickets are not created.

Could someone point me in the right direction of how to set this up.

Only thing I see that comes close is in Dashboard - Config - System, but it talks about POP email (we use Exchange)

Thanks
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Re: Creating tickets automatically from email

Postby ljones.labtechsoftware » Mon Mar 02, 2015 12:31 pm

Hello Steve,

LT creates tickets by downloading emails via POP and converting to a ticket. So you would have to have POP3 Service/Connector running on your Exchange server and configure LT POP setting.

https://docs.labtechsoftware.com/LabTec ... l%7C_____1

The setup/configuration of your Exchange server is outside of the normal LT support area but If you run into issues - see:

__________________________________________________________
Unable to POP3 to Exchange

Please check these out on the Exchange side:

1) Exchange Management Console>Server Configuration>Client Access
2) POP3 and IMAP4 tab> open POP3 Properties
3) Check Authentication Tab - should be Plain text logon (Basic authentication)
4) Check on Retrieval Settings Tab for Message MIME Format - needs to be one of the following:

Plain Text
HTML and Alternative Text
5) Restart POP3 service if changes made (and set to automatic if currently manual)
6) Check Recipient Configuration > Mailbox>Properties - open Mailbox Features tab and make sure POP3 enabled.

Then on LabTech side:

Dashboard>Config>System
1) POP3 server, username, password and port all correct
2) Save
3) Exit control center - restart the Labtech database agent service on the LT Server
4) Send test email and see if LT picks up the message correct via POP3

If still not downloading - use Outlook or another email client to test the POP3 account. If can't download from mail client either

- might be a corrupted message so you could try removing one by one or all and test again.

_________________________________________________________

since that lists some common problems.

Thank You,

Leigh Jones
LabTech Software Support
United States Direct: 813.397.4600, Option 2
United Kingdom Direct: 084.4544.1690, Option 2
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Re: Creating tickets automatically from email

Postby steve.millar.cplitservices » Thu Mar 05, 2015 7:20 am

ljones.labtechsoftware wrote:Hello Steve,

LT creates tickets by downloading emails via POP and converting to a ticket. So you would have to have POP3 Service/Connector running on your Exchange server and configure LT POP setting.

https://docs.labtechsoftware.com/LabTec ... l%7C_____1

The setup/configuration of your Exchange server is outside of the normal LT support area but If you run into issues - see:

__________________________________________________________
Unable to POP3 to Exchange

Please check these out on the Exchange side:

1) Exchange Management Console>Server Configuration>Client Access
2) POP3 and IMAP4 tab> open POP3 Properties
3) Check Authentication Tab - should be Plain text logon (Basic authentication)
4) Check on Retrieval Settings Tab for Message MIME Format - needs to be one of the following:

Plain Text
HTML and Alternative Text
5) Restart POP3 service if changes made (and set to automatic if currently manual)
6) Check Recipient Configuration > Mailbox>Properties - open Mailbox Features tab and make sure POP3 enabled.

Then on LabTech side:

Dashboard>Config>System
1) POP3 server, username, password and port all correct
2) Save
3) Exit control center - restart the Labtech database agent service on the LT Server
4) Send test email and see if LT picks up the message correct via POP3

If still not downloading - use Outlook or another email client to test the POP3 account. If can't download from mail client either

- might be a corrupted message so you could try removing one by one or all and test again.

_________________________________________________________

since that lists some common problems.

Thank You,

Leigh Jones
LabTech Software Support
United States Direct: 813.397.4600, Option 2
United Kingdom Direct: 084.4544.1690, Option 2



Thank you so much, I've been trying to figure this out for ages. Works great!
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