2.6.2 Notification using an email server

Your email server can be used for email notification.

(Figure) Configuration for email notification using an email server

The prerequisites and setting items are as follows.

[Prerequisites]

To use the “Email Notification” function, an email sending environment must be prepared.
Prepare an email sending environment that suits the functions used in the user environment.

■ Environment preparation

For sending emails:

・Email server that sends emails from OTOBO
The mail server must be in an environment open to the Internet with connectivity from Ops I.

・Protocols available on the email server

・SMTP (port number: 25)

・SMTPS (port number: 465)

・SMTPTLS (port number: 587)

Note Note

The port number used for each protocol cannot be changed.
In order to communicate from Ops I to the email server, it is necessary to set the information (IP address and port number) of the connection destination when building the Ops I environment.
In the hearing sheet provided by us, please provide information on the email server to be connected from Ops I.
For email servers connected from OTOBO, it is necessary to allow communication from Ops I.
Information (IP address, etc.) used for communication from Ops I is configured when the Ops I environment is built, so please inquire about the information after the environment is built.

■ Prepare an email account (email address)

・Email address to be designated as the sender of email notifications (when using the "Email Notification" function)

This email address is designated as the source address for emails sent from OTOBO.

It can also be used in conjunction with the email address you designate for the Ops I administrator.

[Setting items]

For email notification, the items shown below must be configured. Setting is performed by a user with the role of System Administrator or Site Reliability Engineer. Only the “Notification settings” will be implemented by each agent.

(Table) Email notification setting items

Setting items	Description	Required
Setting an SMTP server	This setting registers the SMTP server required for sending emails.	Required
Setting the sender of notification emails	This setting notifies the notification contact.	Required
Notification settings	This sets the items for which the agent wants to receive notifications and the queue to be monitored.	Required

The queue is the “Contact person” in Ops I ticket management. For details on creating and editing queues, see “Create and edit the contact person”.

(1) Setting an SMTP server

■ Preparation (user environment)

1. Prepare an SMTP server to be used when sending emails from OTOBO.

2. Prepare an account (ID and password) to be used when connecting to the SMTP server from OTOBO. (If authentication is required)

■ Configuring OTOBO

1. Register the SMTP server.

① From the main menu, select [Admin] and open [Administration] - [System Configuration].

② On the [System Configuration] screen, select [Navigation] - [Core] - [Email].

③ To register the SMTP server, set the following values for the main area widgets.

(Table) Registration widgets for the SMTP server

Widget	Value
SendmailModule	Specify either "SMTP," "SMTPS", or "SMTPTLS". Specify the value according to the SMTP server settings in the user environment.
SendmailModule::Host	Set the host name of the SMTP server.
SendmailModule::AuthUser	Specify the user name used to connect to the SMTP server. (If authentication is required)
SendmailModule::AuthPassword	Specify the password used to connect to the SMTP server. (If authentication is required)

2. Click the [Actions] - [Deployment] button to deploy the system settings.

(2) Setting the sender of notification emails

■ Configuring OTOBO

1. Set the sender address for notification emails.

① From the main menu, select [Admin] and open [Administration] - [System Configuration].

② On the [System Configuration] screen, select [Navigation] - [Core] - [Email].

③ To set the sender of notification emails, set the following values for the main area widgets.

(Table) Setting widgets for the sender of notification emails

Widget	Value
NotificationSenderEmail	Specify the email address you wish to designate as the sender of notification emails.
SendmailNotificationEnvelopeFrom	Specify the email address you wish to designate as the sender of notification emails.

2. Click the [Actions] - [Deployment] button to deploy the system settings.

(3) Notification settings

■ Configuring OTOBO

1. Register an email account.

① Open the avatar icon - [Personal preferences].

② Open [Personal Preferences] - [Notification Settings].

③ Select the queue you wish to monitor from [My Queues]. (Multiple queues can be selected)

④ If you have changed the settings, click the check button ("Save this setting") to the right of [My Queues].

⑤ From [Ticket notifications], check the notification settings for which you wish to receive, click the check button ("Save this setting") on the right.

In addition to the default notification settings, users can add notification settings. For details on the default notification settings and how to add notification settings, see "Manage ticket notifications".