Setting up ServiceDesk ticketing system for email

gjacobse

This is Zoho ManageEngine ServiceDesk?

IRJ

@g.jacobse said:

This is Zoho ManageEngine ServiceDesk?

Yes. I am using Zoho Mail, too. So the mail configuration was relatively seamless.

gjacobse

I had to make sure it was acceptable to use my old account since I am no longer with that company.

When in a request, under Conversation, on the Right side should be the option to Reply, Forward or Add Note.

Reply should be sending a message back to the requester.

A Former User

You don't want notes going to the Ticket owner. That could be bad. Spiceworks does the same thing.

MattSpeller

@thecreativeone91 yup, notes are where I put what actually happened...

"removed binder from keyboard, no longer frozen"
"moved powerbar so user stops kicking it when she wants a break"
etc

IRJ

@g.jacobse said:

I had to make sure it was acceptable to use my old account since I am no longer with that company.

When in a request, under Conversation, on the Right side should be the option to Reply, Forward or Add Note.

Reply should be sending a message back to the requester.

Thanks

A Former User

@MattSpeller said:

@thecreativeone91 yup, notes are where I put what actually happened...

"removed binder from keyboard, no longer frozen"
"moved powerbar so user stops kicking it when she wants a break"
etc

Replace ID10T user. etc.

IRJ

So apparently outgoing mail isn't working. Which is puzzling to me since I am using Zoho Mail and it tested all the settings. When I log in to my Zoho Mail account it shows me the same outgoing settings that I have set in the ServiceDesk

MattSpeller

@IRJ getting firewalled?

gjacobse

Might have to stop and restart the mail service in Service Desk.

IRJ

I am now getting this when I try to login to the ServiceDesk....wtf?

IRJ

I have received no emails explaining why this happened......

IRJ

Is there anyone from ManageEngine that can help me figure out why I am being denied this service all the sudden? All I did was create a few test tickets via email using my own email account.....

mlnews

@Vidya is from ME

IRJ

I received an email update on my ticket after about 15 minutes delay. Now I can get into the ServiceDesk again....wtf...lol

IRJ

Did somebody crash into ManageEngine's fiber?

scottalanmiller

@IRJ said:

Did somebody crash into ManageEngine's fiber?

Apply water to the burn area.

IRJ

@scottalanmiller said:

@IRJ said:

Did somebody crash into ManageEngine's fiber?

Apply water to the burn area.

Lol. Everything is working again. That was weird....

scottalanmiller

Maybe Rogers fixed it for them?

IRJ

They fixed it