Configure Email Settings

With Mouse Tracks you can Email Help Desk Tickets & related attachments directly through the program. You may want to send an Email to a another technician to let him know that you have transferred the ticket. You may also want to Email the end-user to let her know the status of the request. All of this can be easily accomplished by clicking the Email icon on the Help Desk detail form.

Please note that there are two types of email within Mouse Tracks. 

1.  Manual (via your MAPI Mail Client)

Manual emails are available when exporting reports, viewing help desk tickets, or viewing knowledge base articles.  To send a manual email within the program simply click on the email icon where available.  Follow the instructions on the email form to complete the process.  Due to security restrictions in the Windows Operating system you will be prompted to allow this action.  Manual email from the Help Desk portion of Mouse Tracks relies on some of the settings that the automated SMTP email uses to determine the content of the email that is sent.  Even if you are not planning on setting up automated emails you should still edit the information in the Mail Template tab (see below) to configure which help desk fields are sent in your manual emails.

2.  Automated (via SMTP) -- If configured the program will automatically send out emails when a ticket is created or updated.

To start using the automated email feature you should customize the information in the Help Desk Email Settings form.  To modify the Help Desk Email Template, you must have Administrative access to Mouse Tracks.  Choose Tools-Configure Mouse Tracks from the main menu.  From the Help Desk tab click on the Help Desk Desk Email Settings button.  Once the settings form is open, you can modify the following values...

MAIL SERVER TAB

From Email - Enter the email address from which the tickets will be sent (e.g., servicedesk@yourcompany.com).  

Display Name - Enter a descriptive name for the "From Email" address (e.g., Service Desk).

SMTP Server - Enter the DNS name or IP Address of your SMTP Mail Server.

Port - Enter the Port for your SMTP Mail Server uses

SMTP Server Requires Authentication - Check this if needed

User ID - Enter the User ID you wish to use to logon to your SMTP Server (if authentication is required)

Password - Enter the password for your SMTP Mail Server (if authentication is required)

MAIL OPTIONS TAB

Automatically Send Emails from Windows Clients - Selecting this option enables automated email from Mouse Tracks Windows clients.  If this is not checked the settings are only used for Mouse Tracks Web. 

Email technician when a ticket is created

Email technician when a ticket is updated

Email end-user when a ticket is created

Email end-user when a ticket is updated

Self Notify - If Self Notify is NOT checked the person performing the action that triggers the email is excluded from the email list (presumably they are already aware since they were the one performing the action that caused the email to be sent).  If this option is checked they will receive the email as well (assuming they would have been a recipient of the email).

Send Email in HTML format - Choose whether to send emails in HTML format (when checked) or plain text (when not checked).

MAIL TEMPLATE TAB

Email Subject - Enter the subject text you would like to see when automated emails are sent.  The Ticket No. value will be appended to this value.  

New Ticket Prebody Text - Value displayed before the ticket fields when a new ticket is created.

Update Ticket Prebody Text - Value displayed before the ticket fields when a ticket is updated.

Choose the fields that will be sent in the Email - Select up to eight fields that you would like sent in the email.

URL Linkback Position - Select either Top, Bottom or Exclude.  The Mouse Tracks Web link to the ticket will appear in the email in the corresponding position.

Mouse Tracks Web Root URL - Enter the root URL to your Mouse Tracks Web location (e.g., http://yourcompany.com/MouseTracksWeb).  If this is left blank the URL link back will be omitted when the Mouse Tracks Windows Client sends automated emails.

ADDITIONAL INFORMATION REGARDING AUTOMATED EMAIL

By default when a ticket is initially created emails are sent to the requester, technician as well as any email addresses specified for the given 'Ticket Type' (you can edit Ticket Types by choosing Data--Miscellaneous Tables--Ticket Types from the main menu). 

After the initial email is sent future emails (i.e., when a ticket is updated) are only sent to the technician and requesters email address.

TIP

If you would like to configure multiple email address for a user account you can do so by separating the email address with semicolons (e.g., jdoe@yourcomany.com;jdoe@personal-isp.com).  Another option is to use a broadcast email account.