Mail Server Settings
AssetExplorer Cloud allows you to set up email configurations for receiving emails directed to the IT support team and sending notifications/responses to technicians, requesters, and vendors.
You configure mail server settings for incoming and outgoing mail in two ways:
Basic authentication is not supported for connecting to Microsoft 365 (formerly Office 365) mailboxes. We recommend you use AssetExplorer Cloud native mail box. Learn more.
Role Required: SDAdmin
Custom Mail Server Configurations
To configure the incoming e-mail settings
- Go to Setup > Mail Settings > Mail Server Settings.
- If the mail server settings display the AssetExplorer Cloud native mail server page by default, click Switch to Custom Configurations on the top right. Learn more.
If the native mail server is configured, deactivate the mail server to display the Switch to Custom Configurations button.
- Configure the mail server fields with the pointers below.
Field | Explanation |
Outgoing Mail Settings | |
Server Name/IP Address* | Specify the name or IP address of the server through which all emails must be sent. |
Sender's Name | Specify the name to be displayed in emails sent from the application. |
Reply-to Address* | Specify an email address to be mentioned as the From address in outgoing emails. |
Email Type | Select the email type from the available options: SMTP (Port 25), SMTPS (Port 465), SMTP With TLS (Port 587). |
User Name* | Enter the username and password to access the outgoing mail box. |
Password* | |
*mandatory fields
- After configuring the mail setting, click Save.
AssetExplorer Cloud will try to establish connection with the mail server. If the connection is successful, the mail-fetching status will be activated. To initiate mail fetching, click Start Fetching.
To edit incoming mail server settings, click Stop Fetching first and make the necessary changes.
Native Mail Server Configurations
AssetExplorer Cloud comes with a pre-configured email address for each instance, which can be used for sending and receiving emails.
The native email address provided by AssetExplorer Cloud functions like any other email address but offers additional advantages.
Advantages of using native mail service
- The email server used by the native email service is only accessible within AssetExplorer Cloud, adding an extra layer of security. Learn more.
- Your private email server is not exposed to the internet.
- No additional configurations, such as whitelisting IP addresses in the firewall for sending or receiving emails, are needed.
- There is no need to set up exceptions in the firewall rules as emails will not be sent to ServiceDesk Plus MSP Cloud via protocols. Instead, emails will be fetched from the mailbox by forwarding them to ServiceDesk Plus MSP Cloud.
- Conversion of emails to requests is quicker as emails are processed immediately rather than periodically polling the email server.
If you are using POP and IMAP protocols, you can continue to use them by configuring mail forwarding to the AssetExplorer Cloud mail box. This can be done without making any changes to your current email fetching and sending workflows.
Architecture of Native Email Service Configuration
Set Up Email Account Using Native Email Service
AssetExplorer Cloud automatically creates and assigns a unique email address for each instance.
To set up the native email service,
- Go to Setup > Mail Settings > Mail Server Settings.
- If the mail server settings display the custom configurations page by default, click Switch to Custom Configurations on the top right.
- If you wish to connect other mail boxes with the native email address, select the mail service from the drop-down displayed.
- On the native mail server page, click Activate.
After the mail is activated, emails sent to this address are converted to requests automatically.
If you use a custom mail box, you can set up email forwarding rules to send emails from the custom mailbox to the default email address provided by AssetExplorer Cloud.
Mail fetching will be triggered each time a notification is received from AssetExplorer Cloud email service.
After the native mail server is activated, the following fields will be displayed.
- Mail Server: Provides the name of the mail server.
- Support Address: An automatically generated email address that will serve as the main email for receiving messages from users. The format of the email address is <instance-url-name>@sdp<number>.zm.sdpondemand.com. If you have a custom mail box, you can set up forwarding rules to redirect emails from the custom mail box to this email address.
Deactivate Native Email Account
To deactivate a native server mail box, go to Setup > Mail Settings > Mail Server Settings, and click Deactivate Account.
Mail Forwarding Rules
To receive emails from your custom email address, set up forwarding rules in your email account with the support email address created for AssetExplorer Cloud as the forwarding address. For instructions, contact your email service provider or refer to their documentation.
Here are some resources for popular mail service providers to set up forwarding:
Here are some resources for popular mail service providers to set up forwarding:
Security Measures in Mail Configuration
AssetExplorer Cloud mail service provides a layered security approach enforcing relevant safety measures at various levels as explained below:
General Security Measures
Application Level: AssetExplorer Cloud provides fine-grained customizations within mail sending and fetching scope.
- Mail Sending: All the automated emails sent from the application can be configured in Notification Rules.
- Mail Fetching: Mail Filter rules can be configured to prevent specific emails from being converted to requests. Additionally, AssetExplorer Cloud native email server uses a custom spam identification algorithm.
Email Validation: Emails sent and received from AssetExplorer Cloud are validated to protect against email attacks.
- From Address Verification: To prevent email spoofing, verification is enforced for Sender Addresses and Group Emails used in the application.
- DMARC Protocol: DMARC is a powerful tool capable of mitigating the impact of malware and phishing attacks. In addition to helping your organization avoid compromises and scams in business emails, it prevents spoofing and protects your business against brand abuse. AssetExplorer Cloud native email service ensures DMARC protocol by enforcing DKIM and SPF.
SPF prevents email spoofing by authenticating the server that can send email on your behalf.
DKIM ensures that the content of the email is not tampered with.
Security Measures in Native Email Service
Access Level: When using the AssetExplorer Cloud native email service, the application creates an instance-specific mail box internal to the application. This mail box is tightly integrated with the application and cannot be accessed outside the application using other authentication or protocols.
Mail box Level: AssetExplorer Cloud has implemented industry-leading security standards as discussed below:
- Physical Security: Our data centers and hardware are equipped with the best services to resist physical and logical breaches.
- Email Data Protection: AssetExplorer Cloud ensures email security to prevent unauthorized access with an additional layer of protection through the encryption of emails
Learn more about security standards.
Mail Server Migration
For existing POP/IMAP users:
If you have already configured POP/IMAP in Mail Server Settings, and want to switch to AssetExplorer Cloud native email service:
- On the Mail Server Settings page, the Switch and Configure button will be shown to switch between POP and the native email service.
- Configure AssetExplorer Cloud native email service by following the steps mentioned here.
- You can test the native mail service by sending a test email to the configured Support Address.
- After testing is completed, you can move to the native email service by clicking Finish Configuration.
Using Native Email Service with Custom Domain Email Address:
You can use AssetExplorer Cloud's native mail service with a custom domain email address by setting up forwarding rules and SPF and DKIM authentication.
Before configuring forwarding rules or authentication, you must have created an email account with the native email service.
To connect to any other mail box, click the Switch to Custom Configuration button on the top-right corner of the Mail Server Settings page. This configuration uses basic authentication. Learn more.
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