New Features, Enhancements, and Fixes › Incident and Problem Management › Mailboxes

Mailboxes

Mailboxes let end users, such as employees or customers, send email to the service desk, and update or create tickets. Mailboxes and mailbox rules let you open or update tickets in a particular template, category, or assign tickets to a specific group. You can create multiple mailboxes accessing separate email accounts, across multiple servers, and attach a separate set of mailbox rules to each mailbox.

Enhancements in this release include support for multiple mailboxes, improved usability and security for customer use of email correspondence, and mailbox policies.

The following mailbox details help you manage inbound email:

• Incoming mail protocol—Use Post Office Protocol (POP3) or Internet Message Access Protocol (IMAP or IMAP4) to retrieve inbound email from the mail server.
• Mailbox rules—Use actions, replies, or both, that must occur for mail delivery to a mailbox. Rules compare patterns with incoming messages and belong to specific mailboxes. You can delete rules or make them inactive to disable them.
• Mailbox policies—Protect your organization against email abuse in the following ways:
  • Inclusion lists limit email reception to only mail that particular email addresses (for example, user@company.com) or email domains (for example, company.com) sends, or can allow any address. You can also use inclusion lists to set individual addresses as exceptions to domains in the exclusion lists.
  • Exclusion lists sort out unwanted email addresses or email domains.
  • Maximum Messages Per Hour limits the number of emails per hour that any email address processes. When an email address exceeds the limitation, the email address is added to the exclusion list. No more processing is allowed for the email address until you remove the email address from the exclusion list. You can use this feature to block Flood-style Denial of Service (DoS) attacks.