Enate - Email Integration Configuration and Connection ...

Enate - Email Integration Configuration and Connection

Testing

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Table of Contents

Inbound Email ......................................................................................................................................... 4 Configuration ...................................................................................................................................... 5 Missing Emails..................................................................................................................................... 5 Aliases and Forwarding ....................................................................................................................... 6

Outbound Emails..................................................................................................................................... 6 Per-Mailbox Outbound Settings ......................................................................................................... 6 Missing Emails..................................................................................................................................... 7

Testing Email Connectivity ...................................................................................................................... 7 Introduction ........................................................................................................................................ 7 Testing POP3, IMAP4 and SMTP over TLS........................................................................................... 7 Obtaining OpenSSL.............................................................................................................................. 7 Base64 Encoding ................................................................................................................................. 7 Verifying the Certificate in use............................................................................................................ 8 Testing POP3 using s_client ................................................................................................................ 9 Testing IMAP4 using s_client ............................................................................................................ 10 Testing SMTP using s_client..............................................................................................................11 Testing SMTP using Powershell Send-MailMessage ......................................................................... 12

Configuring Outgoing Email .................................................................................................................. 13 Server wide SMTP ............................................................................................................................. 13 Server wide with Send As permissions ............................................................................................. 13 Per Input Channel SMTP Server Settings .......................................................................................... 13

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Email Integration

Enate can connect to your mail infrastructure to automatically capture inbound emails and to send outbound emails from an email address you own. This is done without the need for operators to interact with email clients such as Microsoft Outlook. As well as saving time interacting with multiple applications it also allows the system to automatically tag replies against the existing ticket and route it to the right agent. The email functionality is fully audited so all communications are associated to the running Ticket, Case or Action providing at-a-glance views of your communication with external parties.

Inbound Email

All email is received via the POP3 or Secure POP3 (SPOP3) protocols. Enate can poll numerous mailboxes to retrieve different accounts. As each email is received into the Enate platform it is removed from the mailbox to avoid duplicates being created.

Every received Emails result in a Packet in the "Email Handler" starting. This logic of this process is:

Email Received

Look for Enate reference in Subject or first 5000

characters of Body

Yes

Reference Found?

No

Referenced Item is Action?

Yes

No

Start new Ticket

No Must be a Ticket

Referenced Item is Case?

No

Ticket is Resolved?

Yes

Yes

No

Case is still Running?

Action is still Running?

Yes

Update Action with Communication and place back in Queue

Yes

Start new Ticket and associate with closed

Case

Ticket is Closed? No

No Ticket must be Active

Ticket Started a Case?

Reopen Ticket and place back in Queue

Yes Yes

Start new Ticket and associate with closed

Case

Update Case with Communication

Update Case with Communication, place back in Queue and assign to Case

Owner if set

Update Case with Communication, place back in Queue and assign to Case

Owner if set

If the Email Handler launches a new Ticket then the system will look for a matching "To" address in the Enate Builder configuration. If a matching address is found then the Ticket is placed in the Context and Category; If no match is found the an automated reply is issued informing the user that they have emailed an incorrect address and the Ticket is immediately resolved.

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Note:

A match for the Context and Category of a Ticket should always been found. Receiving an email to an unconfigured address is always a configuration mistake arising from either an Input Channel being configured against a mailbox without corresponding Enate Builder configuration or due to a new Alias being added to the POP3 account without corresponding Enate Builder configuration.

Configuration

Each POP3 mailbox is setup as an Input Channel in Enate Configuration Manager with details of the POP3 server, the mailbox and how to store the received email in the target process (which fields to update). The Email Integration is possible for Normal Mailbox as well as Shared Mailbox. Since the Shared Mailbox doesn't have a password but an account with permissions to access the shared mailbox. So, the username and password will have the username and password for that account and the shared mailbox address will be provided in "Authorization Identity".

You can optionally also configure Enate to use the same mailbox credentials when sending emails (see Outbound Email later in this document).

Missing Emails

Any authentication when accessing the POP3 mailbox would mean that Enate does not receive the email and the email will remain in the POP3 account on the mail server. POP3 failures are monitored by the Enate hosting team and will highlight to the client in the Configuration Manager tool as a Failure Count above 0 combined with a reason (e.g. Username/Password error, DNS resolution error, etc).

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