Setting the mail server details in necessary to fetch and send mails from ServiceDesk. You need to set both the incoming and outgoing mail server settings to send and receive mails without any problems.

Incoming Mail Server Settings
The incoming mail server settings has the following fields:

Server Name / IP Address: Denotes the incoming mail server from where the mails need to be fetched.
User Name: The login name to the above server.
Password: The password to access the mails in the above server.
Email Address: This is the email address to which the service requests are sent and only these mails need to be fetched.
Email Type: Indicates the type of mail email fetching (For example: IMAP or POP and so on).
Port: The port from where the mails need to be fetched.
Fetch mails every: Enter the time span within which the mails will be fetched periodically without having to fetch them manually.

Of these, except for the Email Type, all other fields are mandatory fields and cannot take null values. Click Save button after entering the above details. The configurations will be saved and ServiceDesk will try to establish connection with the mail server. On successful connection, the mail fetching status is enabled. To start the mail fetching, click Start Fetching button. Now, the Save button is disabled. If you wish to make any changes to the incoming mail server settings, then you need to stop mail fetching and only then make the changes and save them.

Outgoing Mail Server Settings
The outgoing mail server settings has the following fields:

Server Name / IP Address: Denotes the outgoing mail server through which the mails will be sent to the external world.
Alternate Server Name / IP Address: If you have a backup server which will take over if the main server mentioned above crashes, then enter the same here.
Sender's Name: The name that will appear in the mail beside the sender's email ID.
Reply-to Address: The email address to which the replies need to be sent. Usually this will have the value specified in the email address field of the incoming mail server settings.
Email Type: Indicates the type of mail email despatching (For example: SMTP or POP and so on).
Port: The port from where the mails need to be sent.

Of the above fields, Server Name / IP Address, Reply-to Address, and Port are mandatory fields and hence cannot take null values.

If your outgoing mail server needs authentication, then select the check box Requires Authentication. Enter the User Name and Password that are required for authenticating the outgoing mails.

Click Save to save the settings.


Spam Filter Settings
Spam Filter prevents unwanted being convertend in to request, when an information e-mail reaches the helpdesk. Spam emails are emails that are not intended to be logged in to helpdesk Using Spam Filters you can prevent unwanted email converted in to request. E-mails from other domains(When helpdesk is serving only the internal customer's) can be stopped from being created in to new request. 

You can define a rule stating what mails need not be created as request..

Example: You can create a rule Sender does not contain “@adventnet.com” and add it to Match the Criteria. This will filter request not being created, when a email arrives and matches the defined criteria.

Click Save, to save the settings.