I have spent some time going through the documentation to setup the email in Service Desk. Unfortunately, the documentation itself, has none by one line related to the setup, and does not go into any detail regarding email aliases, and other related items.
In this article, I will attempt to guide you in a fairly straight forward fashion to setup a working email systemin your KACE Service Desk.
If you decide to go for the recommended email setup from KACE: enable the POP3 email server, then you may not need to deal with many of these details. In this situation, we’re going to tackle the SMTP scenario.
At this point everything on the KBOX side is setup, and now, the KBOX will know how to send email out, in fact, even to the DefaultTicketOwners. one problem remains: the DefaultTicketOwners@yourdomain.com does not currently go anywhere. So we need to deal with that.
So in my opinion, the latter solution would be much easier to setup, much more versatile, and much easier to manage programatically. You have to keep in mind, that implementation of the above 2 choices, you have to always remember to update this list of aliases (or group members), any time you add a new help desk staff. The KBOX is not going to automatically know to populate that, unless of course you have that running on a scheduled, to update that distribution group.
If all went well, you should be receiving notification messages that would match the “Email on Events” rule that you have setup in the Service Desk “Queues.
Also in Exchange:
Up until Step 4, you were only able to “send” mail from the KBOX, but you are still unable to receive/open/update tickets by sending an email to the KBOX. To get this to work, there are a couple of exchange accounts that need to be created.
Again, I’m assuming that your “Email address field in the kbox is: email@example.com and your “Alt Email address” field is: firstname.lastname@example.org.
At this point, if you do send an email to email@example.com, the kbox should be able to receive it. However, the hostname kbox.yourdomain.com has no MX record in your domain, and therefore, will not accept mail from outside of your domain. Furthermore, your user would have to know to append the hostname (kbox) to yourdomain.com, or find the user in the Global Address List (GAL). either way, this would be a bad way to do it. Instead, do the following:
One last item that could be a step you need to do, would be to allow your Exchange server to relay messages. If you find that your system worked without adding taking this step, then I’m thinking you may have bigger problems to deal with: you might want to check your exchange server to see if it’s acting as an open relay. And remedy the situation.
That out of the way:
If all went well, at this point, you should be able to send out an email to firstname.lastname@example.org, and almost immediately, a ticket will get created on the KBOX, and an email will be sent back to the sender with a confirmation of that ticket.
Similarly, if you hit reply to that original email, the email should be directed to email@example.com, which will get forwarded to firstname.lastname@example.org via the mailbox forwarder you created an exchange, and, assuming that the subject line of the email hasn’t changed, the kbox will pick up that email, and add it as a comment to the ticket.
I found this whole Exchange setup ordeal to be quite a doozy to figure out, as the documentation from KACE wasn’t too clear, and does not really point out too many details as to how the Email Address and Alt Email Address fields work, so for an Exchange, or even normal email admin novice, all these details may not be too obvious. I hope this will help you get your mail working on your KBOX Service Desk.
As a quick addition. If you want to add another queue to your service desk, it is now as simple as replicating that process with a new email address, and contact in Exchange, and Voilà!