Configuring your email settings

Advanced Automation has a built-in email parser to convert incoming email to tickets. To use this feature, ensure you use a dedicated email account or test email account. In addition, note the following:

• Do not use a personal email account with the same address as an Cyber Protect Cloud user account.
• All unread messages that the system finds in the inbox will be converted into tickets.
• Tickets cannot be assigned to users that are not present in Cyber Protect Cloud as there can be no association with an email address. 
• Once an email message is processed, Advanced Automation moves it to an archive folder (it is not deleted):
  • If there is no archive folder, it is created.
  • If you are using a mail server other than Office365 or Gmail, ensure it supports RFC 6851.

To access the mail server settings, go to Settings > Service desk > Mail server configuration.