Implementing Policy › Email Administration

Email Administration

Email lets you communicate with end users, such as employees or customers. End users can reply to email notifications to update or create tickets using email from a computer, or other device such as a mobile phone or smartphone. For example, a reply to an email notification sent to an end user for additional information can update a ticket with the information requested.

The following features handle email communication to and from the end user:

• Email Notifications—Handles outbound email.

  Consider the following information about outbound email:

  • The Mail Daemon (pdm_mail_nxd) sends outbound mail notifications, using Simple Mail Transfer Protocol (SMTP).
  • You configure the mail server SMTP options using Options Manager, Email.
  • You can use default email notification methods (or configure new methods) to send mail directly to the recipient through SMTP mail.
• Mailboxes—Handles inbound email.

  Consider the following information about inbound email:

  • The Mail Eater (pdm_maileater_nxd) retrieves inbound email for ticket creation and updates, using Post Office Protocol (POP3) or Internet Message Access Protocol (IMAP or IMAP4).
  • CA SDM mailboxes define email accounts (inboxes).
  • Mailbox rules define how each mailbox handles inbound mail.

More information:

Email Notifications