The configuration of your MAPI settings (or Exchange server or Lotus Notes settings) must be performed on the Track-It! Server

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Track-It!


    COMPONENT:

    Track-It!


    APPLIES TO:

    BMC Track-It!



    PROBLEM:

    In the Administration Console in Track-It! Technician Client, under E-mail Monitor configuration, the following appears depending on the selected E-mail Type:

    The configuration of your MAPI settings must be performed on the Track-It! Server.
    OR
    The configuration of your Exchange Server connection must be performed on the Track-It! Server in order to test the connection.


    SOLUTION:

    You must be running the Technician Client application on the Track-It! application server itself in order to configure the inbound processing of e-mail messages into work orders. This is because you must be on the machine where the E-mail Monitor service, and the mail profile/inbox are located. The only exception is when the POP/SMTP E-mail Type is selected.

    If Technician Client IS being run on the Track-It! server itself when this message appears, please take the following steps:

     

       
    1. Close Technician Client on the server.
    2.  
    3. Open the following directory (this path will vary depending on version):

      Track-It! 8.x, 9, 10.x, and 11.x upgrades from prior versions
      C:\Program Files\Numara Software\Numara Track-It!\Track-It! Server

      Track-It! 11.x new
      C:\Program Files\BMC Software\Track-It!\Track-It! Server
    4.  
    5. Open the trackit.cfg file with Notepad.
    6.  
    7. Search for "FullyQuailifiedSharePath".
    8.  
    9. Make sure the share path shown in this line is correct. 

      If the installation was recently moved to another server, or the share name was changed, this path may not be valid and can cause the message above to appear.
    10.  
    11. Correct the path so that it points to a valid share on the Track-It! server itself and then save the changes to the file.
      
    NOTE: If using a session based remote control application such as Remote Desktop to run Technician Client on the Track-It! server, make sure to connect with the /console or /Admin switch, depending on the operating system of the Remote Desktop client:

    When connecting to the server from Windows XP RTM/SP1/SP2, Windows Server 2003 RTM/SP1/SP2, and Windows Vista RTM


    mstsc ServerName /console

    When connecting to the server from Windows XP SP3, Windows Vista SP1, Windows 7, and Windows 2008

    mstsc ServerName /admin

    If a non-session based remote control product is used, such as PCAnywhere, VNC, Dameware, etc.) nothing extra is needed.

    The configuration of the MAPIExchange Server, and Lotus Notes e-mail types are detailed below:

    MAPI

    When the MAPI e-mail type is used, the processing of e-mails is done through the default mail client on the server, such as Outlook, Outlook Express, and Groupwise. In order to use this e-mail type, the desired mail client must already be installed and configured to receive e-mails.


    Outlook with Exchange Server

    NOTE: Outlook, configured to receive mail from a POP server (rather than connected to Exchange) is not supported for use with Mail Monitor. This is due to a security prompt that is generated by Outlook when a call is made from a 3rd party application such as Track-It!. Mail Monitor can only be used with Outlook if it is connected to an Exchange server.

       
       
    1. If it does not yet, create the Windows account that users will send the e-mails to.
    2.  
    3. Add this user to the local administrators group of the Track-It! server.
    4.  
    5. Login to the server with this Windows account.
    6.  
    7. Run Outlook and configure it to connect to the Exchange server (make sure Cached Exchange Mode is disabled).
    8.  
    9. Open the Mail applet in the Windows Control Panel, click Show Profiles and take note of the profile name shown there.
    10.  
    11. In the Control Panel, open Internet Options and then open the Programs tab.
    12.  
    13. Make sure the default E-mail program is "Microsoft Office Outlook" and then click Ok to save any changes.
    14.  
    15. Open Technician Client on the server and open the Administration Console.
    16.  
    17. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Configuration.
    18.  
    19. Make sure MAPI is selected and then click the Settings button.
    20.  
    21. Enter the user name and password of the user who setup Outlook in step 4 above.
    22.  
    23. Next, click the refresh button to the right of the "Profile Name" field, and select the profile name that was noted in step 5 above.
    24.  
    25. Click Save to save the changes.
    26.  
    27. Next, click on Monitor Schedule.
    28.  
    29. Enable Mail Monitor and set a polling frequency to check for new e-mails.
      
    Outlook Express
       
       
    1. If it does not yet exist, create the Windows account that users will send the e-mails to.
    2.  
    3. Add this user to the local administrators group of the Track-It! server.
    4.  
    5. Login to the server with this Windows account.
    6.  
    7. Run Outlook Express and configure it to connect to the POP and SMTP servers.
    8.  
    9. In the Control Panel, open Internet Options and then open the Programs tab.
    10.  
    11. Make sure the default E-mail program is "Outlook Express" and then click Ok to save any changes.
    12.  
    13. Open Technician Client on the server and open the Administration Console.
    14.  
    15. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Configuration.
    16.  
    17. Make sure MAPI is selected and then click the Settings button.
    18.  
    19. Enter the user name and password of the user who setup Outlook Express in step 4 above.
    20.  
    21. Click Save to save the changes.
    22.  
    23. Next, click on Monitor Schedule.
    24.  
    25. Enable Mail Monitor and set a polling frequency to check for new e-mails.
      
    Groupwise
       
       
    1. Create a local administrator on the Track-It! server.
    2.  
    3. Login to the server with this Windows account.
    4.  
    5. Run Groupwise and configure it to receive mail.
    6.  
    7. Copy the Groupwise installed mapi32.dll from C:\Windows\System32 and overwrite the one Track-It! installed in the following directory (depending on version)

      Track-It! 8
      C:\Program Files\Common Files\Numara Software\Track-It! 8.0 Shared

      Track-It! 9
      C:\Program Files\Common Files\Numara Software\Track-It! 9.0 Shared

      Track-It! 10.x
      C:\Program Files\Common Files\Numara Software\Track-It! Shared

      Track-It! 11.0 and 11.1
      C:\Program Files\Common Files\BMC Software\Track-It! Shared

      This file should be 621kb in size if using Groupwise 6. If Groupwise 7 is being used, the file may only be around 113kb. If that is the case, look for a mapi32x.dll in C:\Windows\System32, rename the 113kb mapi32.dll to something else, rename the mapi32x.dll to mapi32.dll (remove the x), and then copy it to the above referenced location.
    8.  
    9. Restart the Track-It! Service Management service
      
    Lotus Notes
       
       
    1. Create a local administrator on the Track-It! server.
    2.  
    3. Login to the server with that Windows account.
    4.  
    5. Run Lotus Notes and configure it to receive mail.
    6.  
    7. Follow the instructions below, based on the version of Track-It! that is installed:

      Track-It! 9 Service Pack 2 (9.0.20.115) and higher
       
       
    1. Open Technician Client on the server and open the Administration Console.
    2.  
    3. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Schedule.
    4.  
    5. Enable Mail Monitor and set a polling frequency to check for new e-mails.
    6.  
    7. Click on Monitor Configuration (under Monitor Schedule on the left).
    8.  
    9. Make sure Lotus Notes is selected as the E-mail Type and then enter the required information under Settings.
    10.  
    11. Restart the Track-It! Service Management service.
      
    Track-It! 9 RTM (9.0.0.198) or Service Pack 1 (9.0.10.168)
       
       
    1. On the Track-It! Server, open C:\Program Files\Numara Software\Numara Track-It!\Track-It! Server.
    2.  
    3. Run LotusConfig.exe.
    4.  
    5. Check the "Enable Lotus Notes" check box.
    6.  
    7. Enter the Notes server name and the username and password of the account you will be using.
    8.  
    9. Click the Test Login button to make sure it tests successfully.
    10.  
    11. Click the Save button.
    12.  
    13. Close the LotusConfig tool.
    14.  
    15. Restart the Track-It! Service Management service.
      
    Exchange Server

    Rather than require the installation and configuration of Outlook on the Track-It! server, the Exchange Server setting allows the administrator to configure the server to get the e-mails directly from Exchange.

    NOTE: If you do not have Outlook installed on the server, in order to use the Exchange Server setting, you must first install the free Microsoft Exchange Server MAPI Client from Microsoft.

       
       
    1. Open Technician Client on the server and open the Administration Console.
    2.  
    3. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Configuration.
    4.  
    5. Make sure Exchange Server is selected and then click the Settings button.
    6.  
    7. Enter the Exchange server name, mail box name, and enter the credentials of a user that has access to the mail box.
    8.  
    9. Click the Test Connection button to verify connectivity to the Exchange server. 
    10.  
    11. Click Save to save the changes.
    12.  
    13. Next, click on Monitor Schedule.
    14.  
    15. Enable Mail Monitor and set a polling frequency to check for new e-mails.
      
    Lotus Notes (E-mail Type only available in Track-It! 9 SP2 and higher):
       
       
    1. Open Technician Client on the server and open the Administration Console.
    2.  
    3. Under Configuration -> Help Desk -> E-mail Monitor, click on Monitor Schedule.
    4.  
    5. Enable Mail Monitor and set a polling frequency to check for new e-mails.
    6.  
    7. Click on Monitor Configuration.
    8.  
    9. Make sure Lotus Notes is selected and then enter the required information under Settings.
    10.  
    11. Restart the Track-It! Service Management service.
      
      

     


    Article Number:

    000009138


    Article Type:

    Solutions to a Product Problem



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