SMTP Email Configuration

You can configure SMTP email connectors in Enate to handle both outgoing and incoming emails. Read below to find out how to go about this.

While Enate does continue to support the use of SMTP-based Integrations, we recommend for clients to use the MS Office 365 Graph API approach for email management, for organizations that want to align their communication workflows directly with Microsoft’s preferred, high-security API protocols for improved security, compliance, and governance standards.

Microsoft is continuing to recommend to their clients to move away from legacy SMTP-based authentication and connectivity models, in favour of modern OAuth 2.0 and Microsoft Graph API integrations.

Adding a SMTP Email Connector

1. Add an Email Connector

To add a new email connector click on the ‘+’ icon at the top right of the Email Connectors page, select 'Email Connector' and fill out the details in the resulting popup.

2. Setting up an Email Connector

When setting up a Email Connector, you will need to fill out a number of fields.

The attributes to configure are:

Attribute	Comments
Email Connector Name	Your Enate-friendly name – you can enter anything you like here as a name.
Email Service	List of available email Services which can be used for email connectors. Options available are: Gmail (POP3) Gmail (IMAP) Office 365 (POP3) Office 365 (IMAP) Other - if you select the ‘Other’ option for Email Service, you will need to specify the incoming and/or outgoing email server information, including server address, port and SSL
Username	The email address / username
Password	The email address password. Maximum of 50 characters.
Primary Email Address	The email address of your connector. If you have multiple email addresses linked to the same mailbox, you must note the primary email address.
Can access additional mailbox	If you want to access an additional mailbox which has the same login information as this, tick the box and add the mailbox name here
Use for	Options are: Incoming: Emails create new Tickets / Cases or link to existing. Outgoing: Mails can be sent OUT from the system via this mailbox. If you want to reference this email connector in e.g. ‘from email address’ settings etc. within Ticket/Case configuration, you must set it as ‘outgoing/ both’ for this to work. Both

3. Setting a Fallback Email Route

You must also set a fallback email route for the primary email address of each email mailbox in your system.

This will ensure that any mails arriving to that connector which don't get handled by the various email routes configured will at least be handled by this fallback and will kick off the Case or Ticket it routes to.

When setting a fallback route you must define the work item that should be created for an email coming into that connector (if not picked up by any other email routes), i.e. the specific Ticket or Case.

You can also choose whether you want to send automatic emails (such as request acknowledgement emails) to the work item's contact when a work item has been created via the fallback route by selecting the 'Send Automated Emails' option.

You can also choose whether you want your fallback email route to only create work items in test mode by selecting the 'Only create work in test mode' option.

4. Authentication Method for Outgoing Email Connectors

Depending on the Email service you chose, you will have different Authentication Methods available to chose from. You can find the different Authentication Methods below:

What authentication methods are available if you choose Office 365 (SMTP Relay) as your Email Service?

If you configure your outgoing email connector's Email Service as 'Office 365 (SMTP Relay)', you will be able to chose either 'Authentication Certificate' or 'None' as your Authentication Method.

What do you do if you choose 'Authentication Certificate' for your Authentication method when using Office 365 (SMTP Relay) as your Email Service

If you chose the Authentication Certificate option, you will be presented with a file box where you can either drag and drop your .pfx file, or browse your files for it. Additionally there will also be a Certification Password box to add your connector's Certificate Password.

What are the authentication options if you choose Gmail (SMTP) as your Email Service?

If you use Gmail (SMTP) as your Email Service, you can only use Username and Password as your Authentication Method.

What are the Authenication Methods avaiable when choosing 'Other' as your Email Service?

If you configure your outgoing email connector to use 'Other' as its Email Service, you will be able to chose from None, Username and Password or Authentication Certificate as your Authentication Method.

What to do if you choose 'Username & Password' as the Authentication method with 'Other' is set as the Email Service

If you choose Username and Password as your Authentication Method, you will be required to fill out your Connector's Username and you Connector's Password.

What to do if you choose 'Authentication Certificate' as the Authentication Method with 'Other' is set as the Email Service

If you choose the Authentication Certificate option, you will be presented with a file box where you can either drag and drop your .pfx file, or browse your files for it. Additionally, there will also be a Certification Password box where you will be able to configure your connector's configuration password.

5. Testing a Connector & Setting it Live

Once you have configured the required information you must then test the connection. To do this, click on the 'Test Connection' button.

Once the connection has been tested successfully, you can then enable the connector by switching on the 'Enable' toggle.

The connection will not run with unless 'Enable' is switched on.

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Configuring SMTP Email Routes

Once you have defined a either a incoming or outgoing email connector, you will be able to reference them in email routing. This allows you to specify where incoming emails should be routed to in Enate, and which email addresses outgoing emails should be sent to.

The Email Routes page is where you can create new email routes and manage your existing ones.

Email routes are grouped by the email connector to which they are associated. These groups can be expanded and collapsed, making larger bodies of data easier to work with.

Filtering email routes

At header level, you can search to filter down your view to just one Connector:

Search by Connector details within each section

You can search for a route at a connector-level, based on its Email Address, Process and/or Ticket Category (if relevant), For Attention, Automated Emails, Test Mode and Enabled.

Note that these searches are all 'start with' searches rather than full wildcard searches, e.g. if you type 'France' it will search for items 'France*' rather than *France*..

1. Add an SMTP Email Route

Adding an Incoming Email Route

Watch this video to find out how to set up an Email Route:

More information about the attributes to configure when creating a new incoming email route:

Attribute	Comments
Email Connector Name	Select from list of pre-existing Connectors
Route Name	Friendly name fo the Email Route
Email Address
Process	The specific process, e.g. Ticket OR Case now. (Select Customer, Contract, Service and Process).
Ticket Category	The category value to set when launching a new Ticket (Relevant for Tickets only).
Send Automated Emails	This lets you choose whether or not you want to send automated emails to the work item's contacts. This is defaulted to OFF.
Create Work For Test Mode	If the email address can be used to create work in Test mode, or only in Live environment.
Enable	Whether the routing setting is currently active.

Note: The feature to send a Ticket Acknowledgment email to CC users is an enhancement of the existing functionality where an auto-confirmation email or acknowledgment is currently sent only to primary contact/sender but not to the CC users.

Adding an Outgoing Email Route

When creating an outgoing email route, you will only need to provide a Route Name, a description and a Email Address. Before being able to set an outgoing route live, you will first need to successfully test connection and then enable the route.

When editing any email route, you are also able to see its activity history by clicking on the Show Activity button. You can see when the email route was created and by who, as well as if any edits have been made to the email route, when they were made and by who.

Note: when you delete a Case or Ticket process or a Customer/Service/Contract that has linked Email Routes, you will be notified of this and will need to update the respective Email Routes in order to stop them from creating more work for the process.

2. Adding Email Routing Rules

You can add routing rules to an email route to provide a more fine-tuned way of determining where an incoming email gets routed to (and therefore what kind of work item gets created). Watch this video to find out more:

Routing rules can be based on the information of the incoming email including:

1. Important Flag on Email - if the email has been flagged as 'important'

2. Has Attachments of Type... - if the email has an attachment of a certain type - list of file extensions separated by a semi-colon e.g. .pdf; .docx

3. Key Words in the Subject Line - list of key words in the email subject line separated by semi-colons e.g. urgent; support; reset

4. Recipient List Includes - email address of the recipient of the email. This can include multiple potential recipient email addresses, both individuals email addresses and specified domains. If there are multiple email addresses, each much be separated by a semi-colon e.g. [email protected]; [email protected]

5. Sender List Includes - email address of the sender of the email. This can include multiple potential sender email addresses, both individual email addresses and specified domains. If there are multiple email addresses, each much be separated by a semi-colon e.g. [email protected]; [email protected]

6. Sender's company name includes - lets you direct incoming mails based on the company the email sender belongs to. This stops you having to create multiple variations of slightly different email domain-based routings for your larger clients. Select the sender's company name from the dropdown. You are able to add multiple companies. Any emails arriving from email addresses belonging to the companies you have selected will start the process set in the email route.

Please note that information from the incoming email body itself cannot be used when routing emails.

You can add multiple routing rules to an email route:​

Email Routing by Domain

You can route emails based on a particular email domain by adding a '*' before the domain:

Note that this is only available for 'Sender List Includes' and 'Recipient List Includes'.

3. Ordering Email Routes

You can easily adjust the ordering of the routes for a connector by dragging and dropping to the desired location. When deciding on the order in which to run multiple related routings, you should place the most specific rules first, and set more generic ‘fallback’ routings last.

Additional notes regarding email route reordering:

• Email routes cannot be dragged outside of their respective group.

• Reordering via the routes grid is only possible with the necessary permissions.

• Email route re-ordering will be blocked unless the route grid is sorted by Priority Order: ascending (as this makes the reordering interaction less confusing). When the route grid is not sorted by Priority Order: ascending, a message will show to alert you.

4. Adding Fallback Email Routes

A fallback email route needs to be set for the primary email address of each email mailbox in your system.

This will ensure that any mails arriving to that connector which don't get handled by the various email routes configured will at least be handled by this fallback and will kick off the Case or Ticket it routes to.

Fallback email routes show in your email routes section with some specific impacts.

Details of this are as follows:

• These routes will always display at the foot of the Email Routes list

• The Routing Rule will be set to read-only