KronoDesk Email Integration Guide
Contents
1. Password seseseeseseese Remove Messages Selecting this will delete the emails from the mail server Attach Message Selecting this will attach the original email to the artifact Application Server FY http vm win7 kronodesk z You need to enter the following information e Account Email This should be the email address that will be polled for new support emails e Mail Server This should be the fully qualified name or IP address of your POP3 mail server e Port This is the port that your mail server expects incoming POP3 requests to use The default for unencrypted POP3 requests is 110 and the default for SSL encrypted POPS requests is 995 e Use SSL You should check this option if your mail server requires a secure SSL connection e Login Password You should enter the login password for the mail server that allows reading of inbound messages for the email address specified above e Remove Messages Checking this option will make the email integration service remove the email messages from in the Inbox of the user s email account We recommend leaving this unchecked when first using the service Once you are happy that the integration is correctly handling spam and not ignoring correct messages you can check this option to prevent the email inbox getting too large e Attach Message Checking this option will attach the original email message to the new help desk ticket created in KronoDesk as well as pop2. KronoDesk Email Integration Guide Inflectra Corporation Date October 19th 2012 inflectraZ Contents 1 Introduction 2 Installing the Email Integration Service 3 Configuring the Email Integration Service 3 1 Connecting to the KronoDesk Server 3 2 Connecting to the POPS Mail Server 3 3 Configuring the Advanced Settings 4 7 4 Using the Email Integration Service with KronoDesk Legal Notices 10 11 1 Introduction KronoDesk is an integrated customer support system that includes help desk ticketing customer support forums and an online knowledge base in a single user interface KronoDeskTM includes a powerful and flexible help desk ticketing system that can be quickly and easily tailored to meet your support needs With support for custom fields and workflows you can create different support processes for your different products KronoDesk provides a knowledge base and online support forums making your customers more self sufficient with routine issues so that your support personnel can focus their time on the critical issues and complex enquiries This guide describes how to setup the integration between KronoDesk and your company s email system so that support emails can be processed by KronoDesk and automatically converted into either new help desk tickets or replies to existing help desk tickets For information on how to use the features of KronoDesk please
3. of the manual that describes modifying the Windows System Registry Registry should only be attempted by experienced Windows administrators who are familiar with its organization and contents Inflectra cannot be held liable for any losses due to damage to the system registry made by inexperienced personnel KronoDesk and Inflectra are either trademarks or registered trademarks of Inflectra Corporation in the United States of America and other countries Microsoft Windows Explorer and Microsoft Project are registered trademarks of Microsoft Corporation All other trademarks and product names are property of their respective holders Please send comments and questions to Technical Publications Inflectra Corporation 8121 Georgia Ave Suite 504 Silver Spring MD 20910 U S A support inflectra com
4. Mana Provides X 5 Manual Local Syste items and then loads them into HomeGroup Listener Makes local Manual Local Syste instances of KronoDesk or SpiraTeam tomeGroup Provider Performs ne Manual Local Service Human Interface Device Access Enables gen Manual Local Syste LIKE and AuthlP IPsec Keying Mod The IKEEXT Manual Local Syste 2 Inflectra Email Integration Service Background Local Syste Oh Interactive Services Detection Enables use Manual Local Syste Wh internet Connection Sharing ACS Provides ne Disabled Local Syste ChIP Helper Provides tu Automatic Local Syste Oh IPsec Policy Agent Internet Pro Manual Network S T KtmRm for Distributed Transacti Coordinates Manual Network S Link Layer Topology Discovery Creates a N Manual Local Service Media Center Extender Service Allows Med Disabled Local Service Microsoft NET Framework NGE Microsoft Disabled Local Syste Microsoft NET Framework NGE Microsoft Disabled Local Syste The service should be listed to run in Automatic mode and should already be started Note This email integration service is able to integrate with both SpiraTeam and KronoDesk from Inflectra however the focus of this guide is the integration with KronoDesk only 3 Configuring the Email Integration Service Once you have completed the installation you can configure the email integ
5. erver This covers all polling email accounts and application servers Add Keyword SPAM HIGH Xx The Ignore Keywords section allows you to specify any keywords that if present in the subject line or body of an email message will be ignored by the email integration service Some mail servers that have built in SPAM detection systems will automatically add SPAM HIGH SPAM MEDIUM SPAM LOW to the subject line for example 4 Using the Email Integration Service with KronoDesk Once you have the email integration service configured we recommend that you initially clear the Windows Application Log on the machine This will allow you to quickly see any errors that occur due to misconfiguration The event viewer can be found in Control Panel gt Administrative Tools gt Event Viewer Once you have the email integration enabled and running any users that email in a support ticket to one of the watched email addresses will experience the following process 1 The customer emails support mycompany com with a help desk request 2 The contents including attachments of the email will be parsed by the email integration service and a new help desk ticket will be created in KronoDesk 3 The customer will receive an automated email from the system letting them know that the ticket was received gt Please keep your reply above this line lt Hello Fred Bloggs The following ticket in My Company support system ha
6. mail accounts you should add them in this section In addition there are two other sub tabs to the Advanced Settings tab that provide configuration options L Inflectra Emailing Polling System for KranoDesk and SpiraTeam Col e a Application Servers POP3 Accounts Advanced Settings Enable Trace Logging L Minutes between polls 10 Ignore Addresses Ignore Headers Ignore Keywords Any messages that contain a header listed below will be ignored They will not be imported and not deleted from the POP server Wildcard or partial entries will not work only full headers will be matched Note The content of the header will not matter This only checks for presence of the header This covers all polling email accounts and application servers Do not put the colon only the header name text Add Email Header SPAM LOW x The Ignore Headers section allows you to specify any email message headers that if present in an email message will be ignored by the email integration service L Inflectra Emailing Polling System for KronoDesk and SpiraTeam m rom Advanced Settings Enable Trace Logging Minutes between polls 10 Ignore Addresses Ignore Headers Ignore Keywords Any messages that contain one or more of the words below in any version of the message html plain text etc will be ignored They will not be imported and not deleted from the POP s
7. n to save the new KronoDesk server information To modify an existing KronoDesk server instance just click on its name in the server list To delete a server select its name in the server list and click the Delete icon X Once you have entered all the KronoDesk instances that you will be connecting to click the Next button to move to the next tab and configure the mail server integration 3 2 Connecting to the POP3 Mail Server The POPS Accounts tab displays a list of all the configured mail servers L Inflectra Emailing Polling Systern for KronoDesk and SpiraTeam ol fos Application Servers POP3 Accounts Advanced Settings Accounts Account Email Mail Server Port Use SSL Login Password Remove Messages _ Selecting this will delete the emails from the mail server Attach Message _ Selecting this will attach the original email to the artifact Application Server v RegEx Match Content Initially it will be empty so just click the Add icon to add a new mail server Inflectra Emailing Polling System for KronoDesk and SpiraTeam l m Application Servers POP3 Accounts Advanced Settings Accounts newserver local 110 4 4 Hk Account Email support mycompany com J Mail Server mail mycompany com Port 110 Use 55 E Login support mycompany com
8. ration service by going to Start gt Program Files gt Inflectra SpiraTeam gt Tools gt Email Integration which will bring up the management interface L Inflectra Emailing Polling System for KranoDesk and SpiraTeam Application Servers POP3 Accounts Accounts Advanced Settings Servers Server Type SpiraTeam KronoDesk Server URL http Test Account Login aspx Account Login Account Password 3 1 Connecting to the KronoDesk Server The first tab lets you specify the KronoDesk instances that the email integration service will connect to To add a new KronoDesk server click on the green Add icon to switch the screen to allow you to enter a new KronoDesk server Inflectra Emailing Polling Systern for KronoDesk and SpiraTeam Application Servers POP3 Accounts Advanced Settings Servers JD http servername Server Type SpiraTeam KronoDesk Server URL http vm win7 kronodesk Account Login aspx Account Login administrator Account Password eeeeesseeee You need to enter the following information e Server URL The URL to KronoDesk server e Account Login The account login that will be used to connect to KronoDesk It needs to be a user with the administrator role se Account Password This is the password for the account Click the Test button to verify the connection Once it has passed click the Save ico
9. refer to the KronoDesk User Manual instead 2 Installing the Email Integration Service This section outlines how to install the KronoDesk email integration service onto your environment Depending on your environment you can install the email integration service on 1 Your KronoDesk application server 2 Your corporate mail server 3 A separate workstation that can connect to both KronoDesk and your mail server your KronoDesk installation is installed on premise then you can use options 1 2 or 3 if your KronoDesk installation is hosted by Inflectra as a Software as a Service SaaS subscription then you d need to use either option 2 or 9 Once you have downloaded the KronoDesk email integration installation package InflectraEmailIntegration msi from the Inflectra website you should download it onto the appropriate computer and double click on it to run the Windows installer package 1 Inflectra Email Integration for KranoDesk and SpiraTeam Setup Welcome to the Inflectra Email Integration for KronoDesk and SpiraTeam Setup Wizard The Setup Wizard will install Inflectra Email Integration for KronoDesk and SpiraTeam on your computer Click Next to continue or Cancel to exit the Setup Wizard You should click on the Next button read the End User License Agreement check the box that you agree with its terms and then click the Next button This brings up the installa
10. s been recently updated Name TK438 test 123 Priority Status Open Product Product 1 Type Assignee Last Updated 10 19 2012 4 29 37 PM To view the ticket click the URL below http mycompany kronodesk net Ticket 438 aspx 4 If this is the first time the user has ever submitted a help desk ticket the system will also create a new unverified user account in KronoDesk on behalf of this user e The user will then receive a separate email with information about their new account It will provide a hyperlink that allows them to verify this new user account so that they can view modify their help desk tickets through the website e If the user clicks on this verify link they will be taken to KronoDesk where they will have the option of providing a password and other security information that will allow them to access the support system through the website If they don t verify the account they can still respond to the ticket through email 5 The customer service manager s will assign the ticket to the appropriate customer service agent and the assigned agent will add information to the ticket either providing a possible solution to the enquiry or requesting additional information e In either case the customer will receive an email containing the note s from the customer service agent 6 The customer can either verify their account and reply to the agent through the KronoDesk web interface or they can simply reply
11. tion Servers POP3 Accounts Advanced Settings Enable Trace Logging Minutes between polls 10 Ignore Addresses Ignore Headers Ignore Keywords Any messages coming from an email address listed below will be ignored They will not be imported and they will not be deleted from the POP server Wildcard or partial entries will not work only full email addresses will be matched This covers all polling email accounts and application servers Add Email Address postmaster mycompany com spam mycompany com y y Close You can configure the following settings e Enable Trace Logging When this option is checked the email integration service will log information messages to the Windows Application Event Log on the machine running the integration service This is useful when first deploying the system or when you are encountering issues and Inflectra support personnel have asked you switch on trace logging to aid in support For normal use we recommend turning this setting off to avoid too many messages being logged in the Event Log e Minutes Between Polls This setting specifies the interval in minutes between each time the email integration service attempts to retrieve new email messages from the email server e Ignore Addresses In this section you can add a list of any email addresses that you want to ignore and not use for creating new KronoDesk help desk tickets If there are any known senders or internal e
12. tion location page j8 Inflectra Email Integration for KronoDesk and SpiraTeam Setup Foli e Click Next to install to the default folder or dick Change to choose another C Install Inflectra Email Integration for KronoDesk and SpiraTeam to c Program Files x86 Inflectra Email Integration You should choose the appropriate place to install the email integration service and then click Next On the next screen click the Install button and it will complete the software installation Once the installation has completed you will see the following new service listed in the Control Panel gt Administrative Tools gt Windows Services section a LA Services File Action View Help e AEP s l H m mu Ch Services Local Inflectra Email Integration Service Name Description Startup Type Log On As Co Encrypting File Systern EFS Provides th Manual Local Syste Stop the service a i Gh Extensible Authentication Protocol The Extensi Manual Local Syste Pause the service b Restart the service ISh Fax Enables you Manual Network S Function Discovery Provider Host The FDPHO Manual Local Service 0 0 Function Discovery Resource Pu Publishes th Automatic Local Service Description E Background service that polls Group Policy Client l The service ve Automatic Local Syste configured email accounts for new Gh Health Key and Certificate
13. to the email notifications making sure that their comments are above the special line marked please reply above this line Any text that is entered above this line will be added to the help desk ticket as a new note Any attachments will be added to the existing attachments linked to the ticket 7 This process continues until the customer s enquiry is resolved Legal Notices This publication is provided as is without warranty of any kind either express or implied including but not limited to the implied warranties of merchantability fitness for a particular purpose or non infringement This publication could include technical inaccuracies or typographical errors Changes are periodically added to the information contained herein these changes will be incorporated in new editions of the publication Inflectra Corporation may make improvements and or changes in the product s and or program s and or service s described in this publication at any time The sections in this guide that discuss internet web security are provided as suggestions and guidelines Internet security is constantly evolving field and our suggestions are no substitute for an up to date understanding of the vulnerabilities inherent in deploying internet or web applications and Inflectra cannot be held liable for any losses due to breaches of security compromise of data or other cyber attacks that may result from following our recommendations The section
14. ulating the ticket with the contents of the message This is useful when debugging a new installation but typically would be unchecked during normal operation e Application Server You should specify the instance of KronoDesk that this email account will be linked to e Default Product KronoDesk requires that all new help desk tickets be submitted with a selected product If the inbound emails have a product name specified in one of the email headers it will be automatically routed to the correct product In other cases the system will route the new help desk ticket to the default product chosen in this setting e RegEx Match Content Checking this option will allow the email integration service to do a name match in the body of the email for possible product names instead of just relying on the default product For example if your email contains Product1 in the message text it will be routed to Product1 in KronoDesk 3 3 Configuring the Advanced Settings Once you have finished configuring the KronoDesk server instances and POP3 mail accounts you can click on the Advanced Settings tab to setup special rules that prevent emails from specific accounts being processed as well as allow the email integration service to look for special mail headers and subject tokens that might indicate bulk soam messages that should be ignored L Inflectra Emailing Polling Systern for KronoDesk and SpiraTeam l 7 Applica
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