Documentation forSolarWinds Service Desk

Category dropbox emails

Category dropbox emails allow you to set an email to- or from-address based on the category associated with incidents. This feature allows you to send emails to a dedicated category-based email address, for example, NetworkHelp@domain.com instead of the more generic Helpdesk@domain.com.

Using category dropbox emails helps automatically identify the incident category, priority, assignee, and other field content. Note that you can use an SWSD dropbox alias automatically generated by SWSD, or, you can customize the alias to:

  • Use any unique alias chosen by you, with a {your-account-name}.samanage.com suffix

  • Use an email alias with your own domain suffix (requires domain verification)

Set up a category dropbox email

  1. Determine whether you want your category dropbox name to contain your company's domain name.

    • If no, proceed to Step 2.

    • If yes, your network access administrator will need to authenticate your company's domain name. See Account Unique Code for more information.

  2. Navigate to Setup > Service Desk > Categories.

  3. Select the appropriate category name to expand it.

  4. Hover over the appropriate subcategory, and then click the edit pencil icon.

  5. In the Category dialog box, click Create email dropbox.

  6. In the expanded portion of the dialog box, notice the email address provided.

    You can use the address provided to send incidents to this category-specific email address, or you can proceed and, optionally, select:

    1. Use also as reply-to email.

    2. Use dropbox name in 'from' field.

  7. Click Save.

  8. If in Step 6 you selected Use dropbox name in 'from' field, contact your email administrator to request an setup of an alias with a rule that automatically forwards to the category address provided by SWSD in Step 6.

  9. Determine whether you want your category dropbox name to contain your company's domain name.

    • If no, the setup of your category dropbox is complete.

    • If yes, ask your email administrator to:

      1. Define an alias rule based on the samanage email address autogenterated in Step 5.

      2. Define a forwarding rule for the alias.

Related Topics

Account Email Settings

Allow IP addresses