We currently implemented KACE and have some basic questions on email. The Service Desk User Guide has information regarding email in a couple of a different spots and some of the terminology is confusing. We're looking to have KACE Service Desk email 'come' from a new Exchange user account. What needs to happen in order to do this?

So far, I know we need to:
- Determine the user name and set it up on Exchange
- Set up a connector between Exchange and KACE as well as a transport rule.
- Specify the KACE email in the Service Desk Config.

Exchange has a limited number of authenticated servers it accepts email from including an internal email relay. I'm thinking that we should check the "Use External SMTP Server" option and add the relay there.

In Network Settings:
- Is the domain setting only used to format the email address? We currently have it set to our internal domain but would need to change it to our external domain in order to match our email address convention in Exchange.

In Service Desk :
- What's the purpose of the alt email address over email address? I assume this is to override and force KACE to use a specific address?

Thanks!
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In your mind it's best to separate inbound and outbound since they are separate confiurations anyway.

For inbound to kbox via Exchange I prefer this method covered in the FAQ: http://www.kace.com/support/kb/index.php?action=artikel&cat=1&id=610&artlang=en

For outbound, if relaying through Exchange it will have to accept an unauthenticated SMTP connection The alt.email address represents the address that will be used as the from address when kbox sends out email. This address will be the address that you want end-users to use when the compose new emails or reply to kbox emails -- it is probably address relevant to Exchange (your corporate mail server) and not KBOX directly. If there was no alternate address then kbox would send mail from it's own address which may not be routable from the end user.
Answered 01/06/2011 by: GillySpy
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"Use External SMTP Server

Thank you. Some noob follow-up questions:

1) Email Accounts

The Guide walks the user through setting up Support@mydomain.com and DefaultTicketOwners@mydomain.com. Are these specific names recommended or required? It appears that the Support address is only a recommended name as the kb article you reference above lists help@mydomain.com in the example.


2) Regarding outbound email from the kbox:

Our Exchange server is set to authenticate from our internal SendMail relay. It appears that I can direct KACE to use this SendMail relay by checking "Use External SMTP Server" and entering the SendMail relay DNS. Is that the correct usage of that feature?

3) Connector

Reading the kb on sending email to kbox, it would seem that, in the end, a connector would still be required so Exchange knows to look internally to deliver - correct? If so, are there specific settings for this connector or is this company-specific?

Cheers,
- Allen
Answered 01/06/2011 by: bostonbound
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1) none of those are required...just suggestions. DefaultTicketOwners is beyond getting email to work. That is a notification mechanism after email is all working. speaking of DefaultTicketOwners i prefer this method of notifying groups of new emails. Okay that article covers two methods, but we use the simple version in our helpdesk and it's great since we can't trust that all users will accurately set their own category so all tickets have the same category to start with.

2) That should work

3) If your using the transport rule method you don't need a connector. The exchange server just needs to be aware of the kbox. A connector is one way to skin that cat. An exchange server that can resolve the kbox host in DNS (or via MX record) is sufficient.
Answered 01/06/2011 by: GillySpy
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ORIGINAL: GillySpy

For inbound to kbox via Exchange I prefer this method covered in the FAQ: http://www.kace.com/support/kb/index.php?action=artikel&cat=1&id=610&artlang=en


I have tried following this method, but it won't let me REDIRECT THE MESSAGE TO ADDRESSES unless the user has a mailbox on our system. The instructions specifically say not to make a mailbox for the user that has the help@kbox.domain.com email. How can I redirect if they don't have a mailbox? I've tried it with a USER and with a CONTACT with no luck.

I just want to have the ability to update ticket comments via email. My users will need to create a ticket in the kbox interface first, but can update the ticket via email. I'm running exchange 2007.

Thanks!
Answered 03/14/2011 by: kmacdonald
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If having a mailbox works then that is fine, however, then you may have redundant mail boxes.

Having a mailbox may confuse exchange since it is not the authoritative mailserver for kbox.domain.com. What if you wanted to forward to your gmail account, that would not have mailbox on your system -- same idea.

What is the error? What does microsoft say about having to have a mailbox or your error message?
Answered 03/14/2011 by: GillySpy
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Actually I just got it working. I had to create a mail enabled contact for the kbox.domain.com email for it to work. Everything is running great!

Thanks!
Answered 03/14/2011 by: kmacdonald
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