Installing and Configuring the Remedy Email Engine Using POP3 and SMTP

Theme:  Cool Tech Tips
This topic was recommended by a member of the AR System Developer Community.
 

Installing and Configuring the Remedy Email Engine Using POP3 and SMTP

Introduction

This article will help you install the Remedy Email Engine without being overwhelmed by the AR System Email Engine Guide. Many have requested a short and concise document that would guide them through a typical POP3 server integration using SMTP for outgoing emails. The AR System Email Engine Guide is still recommended for the full break down of each install step.

Prerequisites

Prior to installing the Remedy Email Engine, you will need to install and configure a POP3 Mail server. Create a Mailbox Account on the POP3 Mail server. You can use the same Mailbox Account or have separate Mailbox Accounts for incoming and outgoing emails. Make sure you know the following before installing the email engine:

  • The Server Name or IP of the POP3 and SMTP Mail server
  • Incoming Mailbox Account name and password
  • Outgoing Mailbox Account name and password, if applicable
  • Incoming Server Port (Default value is 110)
  • Outgoing SMTP Server Port (Default value is 25)
  • Outgoing From: email address

Now, with this information you will be ready to install the Remedy Email Engine.

Remedy Email Engine Install

The first prompt during the install will ask for the AR Server Name, Port Number, and RPC Port Number, as shown in Figure 1.

Note: Click images for full screen view.

Figure 1- AR Server To Support Email Server

The second prompt will be the User Name and Password of the AR Server Administrator (See Figure 2). This step is to install the Remedy Email Engine forms and workflow on the AR Server.

Figure 2 - Administrator Logon

The Application Service password prompt will be next (See Figure 3). The Remedy Email Engine will run as the Remedy Application Service user. You can define the system user password from the Administrator tool. If the password was set, please fill in the correct password. If the password was not set prior to the installation, do not fill in a password. Remedy puts a password on the Remedy Application Service, but you may set your own password. If the password is left blank, Remedy knows to leave the default system password for the Remedy Application Service user.

Figure 3 - Application Service Password

Now the install will create the directories and files needed for the Remedy Email Engine. The forms and workflow will also be imported into the AR Server. When this is finished, you will be asked if you want to configure the Email Engine Mailbox.

New Install or Upgrade from Pre-5.1 Remedy Mail Server

We recommend that you select "Yes" to speed up the configuration of the Remedy Email Engine.

If you select "No," you will have to manually create the AR System Email Mailbox Configuration records for the incoming and outgoing Mailbox Functions. The installation will complete and you will be asked to restart your computer.

Upgrade from 5.1 or newer Remedy Email Engine Install

You can skip these steps completely and update the AR System Email Mailbox Configuration records that have already been saved and configured. By selecting "Yes," you will end up with the original AR System Email Mailbox Configuration records and the new ones created by the install.

If you select "No," then the installation is complete and you will be asked to restart your computer.

Remedy Email Engine Configuration

If you know that you will not be using incoming emails, you may just choose the Outgoing Mailbox Function. You can also just select the Incoming Mailbox Function. However, if you only select the Incoming Mailbox, the end user will not be able to receive a reply from the Remedy Email Engine on success or failure of an email submission.

If you select the default, you will be configuring both Incoming and Outgoing Mailbox Functions. Remember you can always add, delete or re-configure the Incoming or Outgoing Mailboxes from the form, AR System Email Mailbox Configuration (See Figure 4).

Figure 4 - Remedy Email Mailbox Configuration

Incoming Mailbox

  • Mailbox Name - Choose a label for the Mailbox Name that will help you identify that the Mailbox Account is for incoming emails, for example: POP3 Inbox (See Figure 5).
  • Server Type -  POP3
  • SSL? - If you are using SSL, select the SSL check box. This enables the secure socket layer.
  • Email Profile - N/A
  • Server Name/IP - Type the Server Name or IP address of the POP3 server.
  • Server Port - In the Email Server Port field, enter the port number used for connecting to the POP3 mail server. The default port number is determined by the protocol selected and whether Secure Sockets Layer (SSL) is selected. If you do not enter a port number, the following default values will be used:
    • POP3: 110
    • POP3 with SSL: 995
  • Server User - Enter the Mailbox Account name that the Remedy Email Engine will use to connect to the POP3 server.
  • Server Password - Enter the password of the Mailbox Account name that the Remedy Email Engine will use to connect to the POP3 server.

Figure 5 - Remedy Email Mailbox Configuration - Incoming Mailbox

Outgoing Mailbox

  • Mailbox Name - Choose a label for the Mailbox Name that will help you identify that the Mailbox Account is for outgoing emails, for example: SMTP Outbox (See Figure 6).
  • Display Name - In the Display Name field, enter the name you want displayed in email clients for mail sent from this mailbox.
  • Email Address - Type in the email address of the Mailbox Account name that the Remedy Email Engine will use to send outgoing emails.
  • Server Type - SMTP
  • SSL? - If you are using SSL, select the SSL check box. This enables the secure socket layer.
  • Email Profile - N/A
  • Server Name/IP - Type the Server Name or IP address for the SMTP server.
  • Server Port - In the Email Server Port field, enter the port number used for connecting to the mail server. The default port number is determined by the protocol selected and whether Secure Sockets Layer (SSL) is selected. If you do not enter a port number, the following default values will be used:
    • SMTP: 25
    • SMTP with SSL: 465
  • Server User - Enter the Mailbox Account name that the Remedy Email Engine will use to connect to the SMTP server, if applicable.
  • Server Password - Enter the password of the Mailbox Account name that the Remedy Email Engine will use to connect to the SMTP server, if applicable.

Figure 6 - Remedy Email Mailbox Configuration - Outgoing Mailbox

With this information, the Remedy Email Engine install should have created a record for each Incoming and Outgoing Mailbox in the AR System Email Mailbox Configuration form. You'll need to restart the computer to finish the email installation.

Note: The Remedy Email Engine install goes through basic configuration settings for Incoming and Outgoing Mailbox Functions. To configure the advanced settings or test the incoming and outgoing configurations, please refer to the chapter "Email Configuration" in the AR System Email Engine Guide. If the installation was an upgrade from pre-5.1 Remedy Mail Server, outgoing email notifications should work correctly. In some cases, the pre-5.1 incoming email submit templates may fail. Please refer to Appendix D of the AR System Email Engine Guide on upgrading email option parameters.

Summary

Installing and configuring the Remedy Email Engine using this information will quickly guide you through the install process and allow you to immediately start sending and receiving emails. If you need additional information please refer to the AR System Email Engine Guide.

~ Gary
Remedy Support Technical Group Lead/Workflow Team
Joined Remedy in May 2000