General Settings

E-mail Robot has the following configurable properties:

• Enable E-mail Robot (enabled by default)
  Enables or disables E-mail Robot completely.
• Attempt to Auto-Close Missing HTML Tags (enabled by default)
  Defines if closing for non-closed HTML tags must be done at the end or directly in the document. Setting this to true can actually change how browsers render the page. This will prevent misrepresentation of some e-mail messages with incorrect HTML markup in them.
• Check e-mail body for ticket reference (enabled by default)
  Enables ticket matching also by Ticket Number in e-mail message body in addition to one in subject.
• Disable Mail Boxes automatically when connection fails for
• Fails time unit
  Number and unit that specify the time span after which failing mailbox configuration is deactivated. Default setting is 7 days.
• Maximum allowed length for ticket description
  Defines maximum allowed ticket description in characters that is set from e-mail body. If e-mail body exceeds configured length, it is saved as HTML attachment of the ticket. Default maximum length is 100000 characters.
• Timeout for e-mail download
  Defines the e-mail download timeout in seconds. Default value is 30 (sec).

Mailbox Settings: Prepare Configuration

A new mailbox configuration can be added by clicking "+" button in Mail boxes list. A wizard for adding mailbox configuration opens.

• Disable mailbox
  If checked, mailbox is marked as disabled and is skipped during E-mail Robot activation.
• Continue without establishing connection
  If checked, mailbox is be saved without connectivity check.

Connection Settings

• Connection Type
  Specifies how E-mail Robot connects to a mail server (standard / protocol). Available options are:
  • IMAP
    Server which supports IMAP (Internet Mail Access Protocol) with Basic authentication. Also can be used for Gmail account with Google Workspace OAuth 2.0.
  • Gmail API
    Gmail using Google API with Google Workspace OAuth 2.0. 
  • Microsoft Exchange
     Exchange Server (On-Premises) or Exchange Online using Exchange Web Services (EWS) with Basic or Modern (OAuth 2.0) authentication. Exchange Online does not support basic authentication.
  • Microsoft Graph
    Exchange Online using Microsoft Graph API with Modern (OAuth 2.0) authentication.
• Authentication
  Specifies authentication method that is used for the connection. Possible options depend on the Connection Type selected:
  • Basic (Username and password) (IMAP, Microsoft Exchange)
    Uses user name and password to authenticate user on server.
  • Google Workspace (OAuth 2.0) (IMAP, Gmail API)
    Google Workspace OAuth 2.0 authentication using Service Connection.
  • Modern (OAuth 2.0) / Service Connection (Microsoft Exchange, Microsoft Graph)
    OAuth 2.0 authentication using configured Service Connection. Configuration of Microosft Entra (Azure) and Service Connection is described in article Configuring Microsoft Azure settings for the E-mail Robot service connection.
  • Modern (OAuth 2.0) / Direct (Microsoft Exchange, Microsoft Graph)
    OAuth 2.0 authentication using Azure application data.
• Server Name (only for IMAP and Microsoft Exchange with Basic authentication)
  Specifies domain name and port of the mail server in format “<servername>[:<port>]”.
• Use SSL (only for IMAP and Microsoft Exchange with Basic authentication)
  Check to enable SSL/TLS secure connection to mail server.

Account Settings (only Basic authentication)

• E-mail Address
  Specifies e-mail address of the mailbox.
• Account
  Account name (username) for Basic authentication.
• Password
  Account (user) password.
• Set / change password
  Check to update user password for existing mailbox configuration. Always checked for new mailbox configuration.

Connection (Google Workspace and Modern authentication)

• E-mail Address
  Specifies e-mail address of the mailbox.
• Service Connection
  Specifies a Service Connection with proper settings for accessing the mailbox.
• Check Delegated Mailboxes (only Google Workspace authentication)
  Check to configure access to delegated mailbox in Google Workspace.
• Client Email (only Google Workspace authentication)
• Private Key (only Google Workspace authentication)

Authentication (only Modern / Direct authentication)

• E-mail Address
  Specifies e-mail address of the mailbox.
• Tenant ID
• Client ID
• Client Secret
  IDs and text received during Azure application configuration.

S/MIME Certificate

• Certificate
  Specifies a certificate from Certificate Storage to be used for e-mail decryption and/or digitan signature validation.

Mailbox Settings: Continue Configuration

After “Continue Configuration” is clicked system attempts connection to mail server or service. If connection fails, diagnostic message is displayed. Otherwise, the following options can be configured further.

• Folder Type
  Type of folder to retrieve messages from.
  Here and in other folder type fields, possible values are “Message Folder” and “Public Folder”. The latter option is obsolete and available only for Microsoft Exchange connection type. In other cases this field cannot be changed.
• Mail Folder
  Name of the mail folder to retrieve messages from. Default value is “Inbox”.
• Move to folder type
  Type of folder to move processed messages.
• Move to folder
  Name of folder to move processed messages.
• Ticket Type
  Type of ticket (activity) that is created of the e-mails received from the current configured mailbox.
• EQM Profile
  Specifies the Enterprise Queue profile, the created tickets are assigned to.
• Template
  Specifies an activity template (Task Template, Quick Call, Change Template, depending on Ticket Type selected) which is used for ticket creation.
• Category
  Specifies a category, the created ticket is assigned to.
• Process auto-reply mails
  Check to enable auto-reply e-mails (e.g. Out-of-office notifications) to be processed by E-mail Robot. If this option is not selected, auto-reply (out-of-office) e-mails are ignored.
• Process non-delivery reports
  Check to enable non-delivery reports (NDR) to be processed by E-mail Robot. If this option is not selected, auto-reply (out-of-office) e-mails are ignored.
• E-mail message memoization
  Allows saving processed message IDs to prevent messages from being processed repeatedly. In case when connection to the e-mail server is unstable and processed e-mails are not marked as read and/or moved to the Move to folder, this option can be used to avoid processing such messages multiple time and having duplicate tickets created. Saved IDs are used to detect already processed e-mail messages and prevent the system from processing them again.
  Possible values for this options are:
  • None: the option is disabled, and no message IDs are saved. This is a default behavior.
  • Only failed: IDs are saved only for the messages the system fails to move or mark as read. During the following activations system removes memoized IDs for the messages that are successfully marked as read and moved.
  • All: IDs are saved for all received messages. IDs are never removed from the memory.

• Mark ignored e-mails as read
  If enabled, ignored e-mails (e.g. autorelpies, when processing is disabled) are marked as read on server.
  Processed e-mails are always marked as read.
• Type of folder to move ignored e-mails
• Folder to move ignored e-mails
  These options allow to specify a folder where ignored e-mails are moved to on server. Use this option to prevent incoming folder from being overloaded with already processed e-mails.