Integrate Mailbox
Configure a mailbox and its folders to retrieve email communications from business units impacted by an incident and view these emails directly within the application. You can track these emails and reply to them in the Business Unit Mails tab of an incident.
Note
The tab name may differ based on the name of the Business Unit parameter defined by the administrator in Admin > Configurations > Basic Configuration > Other Settings > Business Unit Settings. For more information, see Configure Business Unit Settings.
Before you Start
Ensure you have Create/Update permission to Configurations.
You have configured the Incident Notification process in Admin > SLA > Process > Incident Notification. For more information, see Configure Incident Notification Process.
Steps
To integrate a Mailbox, follow these steps:
Go to Admin Panel > Configurations > Integration > Mailbox.
Turn on the Mailbox toggle.
Click Edit, and enter the following details:
Account Type: Select an account type based on the email server used by the business units. For example, select EWS (Exchange Web Services) if the business units use Microsoft Exchange to access emails. Currently, we only support the EWS account type.
Port: Specify the port number associated with the selected account type. The default port number for EWS (Exchange Web Services) is port 443. This is the standard port used for HTTPS connections, which EWS uses to ensure secure communication between your application and the Exchange server.
Authentication Type: Select an authentication type to authenticate communication between Respond and EWS server. For example, OAuth 2.0.
Email/Username: Enter an email ID or username to receive the emails. The mailbox associated with the email address or username will be accessed to track the emails from the impacted business units.
Secret Key: Enter the confidential secret key issued by the EWS after registering Respond on EWS. This is used to authenticate the identity of the application when requesting access to EWS API. For more information on how to find the secret key, see Authenticate an EWS application by using OAuth.
Incoming Email Server: Enter the name of the email server you want to access. This server is used to retrieve emails based on the specified Account Type and Port.
App ID: Enter the app ID assigned by EWS after registering Respond on EWS. This ID is used to authenticate the identity of the application when requesting access to EWS API. For more information on how to find the secret key, see Authenticate an EWS application by using OAuth.
Tenant ID: Enter the unique ID of the tenant assigned to the organization (or tenant) by EWS after registering Respond on EWS. The tenant ID is used to specify which organization's mailbox to access. For more information on how to find the tenant ID, see Authenticate an EWS application by using OAuth.
SSL Encrypted: Select SSL encryption to secure the communication between Respond and the mailbox.
Click Save.
In Folders, click Edit, and select the folder to retrieve the emails. By default, Inbox is selected.
Click Save.
The mailbox is configured, and emails exchanged with the impacted business units associated with an incident are tracked in the Business Unit Mails tab. For more information, see Business Unit Mails.
Note
To send incident notification emails and reply to emails from business units, ensure you have configured the following:
An email server in Admin > Configurations > Basic Configuration. For more information, see Configure Email Server.
An email template for the Incident Notification. For more information, see Configure Incident Notification Email Template.
Recipients of Incident Notification. For more information, see Manage Business Units.