Before any email can be sent via HelpMaster, a "HelpMaster email account" needs to be configured first. Note that is is not referring to an actual email account (Microsoft Exchange, Gmail, Outlook etc), this is referring to a HelpMaster "account" that points to your email source. These HelpMaster email accounts act as a abstraction layer between HelpMaster and your actual email system. HelpMaster uses these "HelpMaster email accounts" to govern security, email template "from addresses", and automation use from within HelpMaster.
By creating different HelpMaster email accounts that point to real email accounts, you can configure the workflow, templates and email use within HelpMaster, and control it according to HelpMaster security, skillgroups, template subscriptions etc. Remember that any security, workflow, or other setting that you configure against these HelpMaster email accounts only exisit within the HelpMaster application itself - it does not affect the underlying email system (Microsoft Exchange, Gmail, etc) that is being used - the security settings for these will always trump any HelpMaster settings.
New email accounts can be created via the Email Account setup screen. Note, system administrators can prevent users creating their own personal email accounts via the Global Email Accounts screen.
Personal Email accounts can be created via the User > User Preferences screen > Email tab
Global Email accounts can be created via the Administration > System Administration > Global Email Accounts tab
Select which type of email account to create.
When a Microsoft Exchange/Outlook email account is selected, choose which Outlook profile to use. Options include using the default profile that is found on the machine being used, or selecting a specific Outlook profile. You can also specify a "From" address to use. This is used whenever you wish to over-ride the default "From" email address of the profile to another email address. If using this option, you will need to ensure that the person/service that is logged onto Windows and using the account has sufficient Microsoft Exchange "Send of behalf" email permissions for the email account specified in the Outlook profile.
If creating an internet style email account, you will see the following screen.
For internet-based/IMAP email accounts, refer to your Email Provider or network administrator for the correct settings. Use the Default Settings menu to select settings for popular email providers.
Note: The Read settings are optional. These should only be filled in if using this email account for the Email Manager. The Email Manager requires both send and read access for email.
Specify a "Friendly name" for the email account and desciptive notes. The friendly name is the text that will be displayed in drop-down boxes, and grids when displaying email accounts.
Select the security for the email account.
Everyone: This allows the email account to be used by everyone and everything in HelpMaster. Staff members, Email Manager, Priority Manager.
System: Used exclusively for the HelpMaster services such as the Email Manager, Priority Manager and Automation service, or for Email Templates. When an email account is marked as a system account, it will not show up in the list of available email accounts in a staff members' pesonal email settings screen. This is to prevent staff members using email accounts that have been created for other purposes.
All staff members: Similar to the Everyone account, but limited to staff members only. The HelpMaster services (Priority Manager, Email Manager, etc) cannot use this email account
Staff members via permissions: Same as "All staff members", but limited via the selecting which skillgroups, staff and application roles
Once you have created and configured an email account, Outlook
profile based accounts can be tested using the
HelpMaster "Send Email" screen to send a
test email. Internet based email accounts can be tested using the Test
Email Account button as depicted below. Enter the destination email
address to send the test email to and click OK.
See also