Configure an incoming email account

You can define the requirements for accepting email and initiating some of the automated email processes in the Incoming E-mail Accounts screen.

If required, you can change the frequency that WHD checks for new email.

  1. Click Setup and select E-Mail > Incoming Mail Accounts.
  2. Click New.

    A new incoming email account form displays.

  3. Click Make Default to set this account as your default incoming mail account.
  4. In the E-Mail Address field, enter the email address used by Web Help Desk to create new tickets.

    To prevent WHD from sending nonstop ticket updates, use a real email address. Do not use an alias.

  5. In the Account Type field, select the email protocol used to access the email account.

    If you select Exchange or Office 365, verify that Exchange Web Services is enabled on the Microsoft Exchange server. If the Exchange server does not support this service, enable the IMAP or POP3 protocol on the server.

  6. Select the Compatibility Mode check box if you want to enable Web Help Desk to download the full email from the email server rather than specific parts of the email.

    SolarWinds recommends leaving this check box blank.

  7. In the Incoming Mail Server field, enter the email account used to send email to clients.

  8. Click the Tech Group drop-down menu and select the tech group that filters the incoming email.
  9. Click the Request Type drop-down menu and select the request type that will assign tickets created from this email account. The available request types in the drop-down menu reflects the groups supported by your Tech Group selection in the previous step.

    Ensure that the request type is supported by the selected tech group.

  10. Leave the Allow Auto-submitted E-Mail check box and Advanced E-Mail Properties field blank.

    If your email server fails incoming email tests, you can use these options for troubleshooting.

    Click the tooltips for more information.

  11. Click Save.

Enable WHD to create tickets from incoming email

  1. Log in to the Web Help Desk Admin Console.
  2. Click Setup > E-Mail > Incoming Mail Accounts.
  3. Click the default email account.
  4. Select the Enable E-Mail Tickets checkbox.
  5. Verify that the administrator email address is correct.
  6. In the User Name field, enter your administrator details in one of the following formats:

    • domain\admin
    • admin@domain.com
  7. Verify that the Request Type option is correct.

    This is a required field. All tickets generated from email will always be created with the selected request type.
  8. Click Save.

Below is an example of an incoming email account configured to create tickets from incoming email. In this example, domain\admin is the user name.

Troubleshooting connection issues

If you receive an error when you save your Exchange incoming email account, do the following:

  1. Access your Exchange server and verify that Server Manager > Tools > Exchange Server IIS Manager > EWS > Basic Authentication is set to Enabled.
  2. If SSL is enabled, ensure that your security certificate (self-signed or CA-issued) to the local Java's trusted certificates.
  3. When you are finished, save the incoming mail email account again.