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How to Create a Custom Ticketing Field in Ticketing Module
Question How do I create a custom ticketing field in the Ticketing module? Answer * Navigate to Ticketing > Configure Ticketing > Edit Fields * Click New and a New Field will display, * Rename this New field to the appropriate field label, * Select Type * optionally set a Default Value and * click update. The fields you…
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How to format email notifications that are sent out via the Ticketing module?
Question How to format email notifications that are sent out via the Ticketing module? Answer The following email notifications in Ticketing tab > Notify Policy can be edited by MASTER role users only:1. Edit Summary2.Assignee Change3.Due Date Change4.Field Change 5. Send auto response to emails creating new tickets…
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Spam Mails are being created as ticket, how to stop this ?
Problem Spam Mails are being created as ticket, how to stop this ? Solution Filter /Reject inbound emails containing Spam by Navigating to Ticketing >Configure Ticketing > Email Reader> "Reject Inbound emails containg ...." * This option only displays for master role users. Enter text to ignore inbound emails containing…
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How to to setup email notifications to be sent out for machine groups
QUESTION
How to to setup email notifications to be sent out for machine groups ANSWER
Navigate to Ticketing > Configure Ticketing> Notify Policy Select the Group that you want to define the email notification * Select event that you would want to notify * Type in Email address that you want to send the notification in the…
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IIS SMTP service on the Kaseya server takes a long time to detect bad email addresses
KB # KKB000757 Problem: The IIS SMTP service on the Kaseya server takes a long time to detect bad email addresses and time out attempting to deliver the messages. This can result in queuing of delivery of email from the Kaseya server, even to a local mail server. Cause: This is due to the default configuration settings of…
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The Email Reader's log reports the error "wodPop3 Error: Login ERROR: The service has not been started.
Problem Tickets do not appear to be created when sending emails to the address checked by the email reader. The Email Reader's log reports the error "wodPop3 Error: Login ERROR: The service has not been started.". All subsequent log entries fail in a similar fashion. The Email Reader reports as not able to connect, and…
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Configure SMTP to deliver mail internally
* Question How do I configure SMTP to deliver mail internally? * Answer Please see the attached guide * Additional Information Three specific steps should be verified and/or performed to validate the Smart Host setup or if the Smart Host setup is not working: 1) If needed, change the remote created domain name to reflect…
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Configure VSA server to send outbound email using local IIS SMTP server
KB # KKB000753 * Question How do I configure VSA server to send outbound email using local IIS SMTP server? * Answer Outbound email is sent from the VSA server to a gateway SMTP server (as configured on the System > Server Management > Outbound Email page). As such, IIS SMTP server is not a pre-requisite because the mail…
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Why do some emails received do not appear to create or update tickets?
KB#: KKB000427 QUESTION Why do some emails received do not appear to create or update tickets? When you click on the View Log button, on the Ticketing tab, Email Reader, the email reader log file shows entries of the form: Duplicate email discarded. Email ID AAQSOABAAAwPRU5QNT01Q2k8y6CIa9uz. From: user@example.com Subject:…
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Why are the notify policies not sending out email notifications?
Problem: Email notifications are not going out when a ticket is created, an update is posted to the ticket, etc. Cause: Notifications are only sent out when the Notify Policy is configured correctly for the corresponding Organization or Machine Group. Let's take a look at some potential pitfalls. 1. An email notification…