Outgoing Mail Server Settings
Configure your organization's mail server to send emails and trigger notifications. You can use email protocols (SMTP/SMTPs), Exchange Web Services (EWS), or Microsoft Graph to send emails from ServiceDesk Plus.
Role Required: SDAdmin
Quick Links
- Configure Outgoing Mail Server Settings
- Edit Mail Server Settings
- Check Mail Server Connectivity
- Limitations
Configure Outgoing Mail Server Settings
Configure Mail Server with Email Protocols
SMTP/SMTPS
- Choose the Connection Protocol as SMTP/SMTPS.
- Choose the Authentication Type. Use the pointers given below to configure the mail server based on the authentication type:
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Field |
Explanation |
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Authentication Type |
• Select Basic to authenticate the mailbox using the account credentials. • Select OAuth 2.0 to authenticate using OAuth. Know more. |
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Common Email Server Settings (Applicable to Basic and OAuth) * |
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Server Name / IP Address |
Enter the mail server host name or IP address. |
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Alternate Server Name/IP Address |
Enter an alternate mail server host name or IP address, if required. |
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Sender Name |
Enter the sender name displayed in outgoing emails. |
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Reply to |
Enter the email address to receive replies to outgoing emails. If this field is not specified, replies are sent to the sender's email address. |
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Protocol |
Select the protocol used to connect to the mail server. |
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TLS Enabled |
Enable TLS (Transport Layer Security) if required. • Select Yes to establish a secure connection with the mail server. • Select No to connect to the mail server without TLS. |
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Port |
Enter the port number as per the selected protocol. |
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Basic Authentication |
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Requires Authentication |
Enable this option to authenticate the mailbox before sending emails. Username: Enter the username used to authenticate the mailbox. Password: Enter the password for the specified username. |
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OAuth Authentication |
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Permission Type |
• Delegated Access - Use the signed-in user's permissions to access mail resources.
• Application Access - Use application-level permissions to access mail resources without user sign-in. |
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* Refer to the Common Email Server Settings section. |
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Username (Delegated Access only) |
Enter the username to access the mailbox. |
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Authorization Server Details |
• Client ID, Client Secret, Authorization URL (Delegated Access only), and Token URL: Obtain these details from the authorization server. Know more. • Scope: Specifies the permissions granted to the OAuth access token for accessing mailbox resources. Know more about the default scope values. • Redirect URL (Delegated Access only): Configure this URL in the authorization server to obtain OAuth tokens. |
After setting up the configuration, click Save.
Secondary Mail Server for Outgoing Mails
In case of connectivity issues with the primary mail server, ServiceDesk Plus will connect with the alternate server and send emails. Once connected, ServiceDesk Plus will continue to send emails via the alternate server. To reconnect with the primary server, you can do one of the following:
- Restart the application services
- Reconfigure outgoing mail server settings
A UI message will be displayed to inform users as shown in the screenshot:
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Configure Mail Server with Exchange Web Services
EWS (Exchange Web Services)
- Choose the Connection Protocol as Exchange Web Services (EWS).
- Choose the Authentication Type. Use the pointers given below to configure the mail server based on the authentication type:
|
Field |
Explanation |
|
Authentication Type |
• Select Basic to authenticate the mailbox using the account credentials. • Select OAuth 2.0 to authenticate using OAuth. Know more. |
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Basic Authentication |
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Connect URL |
Enter the connect URL of the EWS mail server. |
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Username |
Enter the username to access the mailbox. |
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Password |
Enter the password to access the mailbox. |
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Sender Name |
Enter the sender name to be displayed in outgoing emails. |
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Reply to |
Enter an email address to be mentioned as From address in outgoing emails. Reply emails will be received from this email address. |
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OAuth Authentication |
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Permission Type |
• Delegated Access - Use the signed-in user's permissions to access mail resources.
• Application Access - Use application-level permissions to access mail resources without user sign-in. |
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Connect URL |
Enter the connect URL of the EWS mail server. |
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Username (Delegated Access only) |
Enter the username to access the mailbox. |
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Sender Name |
Enter the sender name to be displayed in outgoing emails. |
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Reply to |
Enter an email address to be mentioned as From address in outgoing emails. Reply emails will be received from this email address. |
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Authorization Server Details |
• Client ID, Client Secret, Authorization URL (Delegated Access only), and Token URL: Obtain these details from the authorization server. Know more. • Scope: Specifies the permissions granted to the OAuth access token for accessing mailbox resources. Know more about the default scope values. • Redirect URL (Delegated Access only): Configure this URL in the authorization server to obtain OAuth tokens. |
After setting up the configuration, click Save.
Configure Mail Server with Microsoft Graph
Network Access Requirements:
For sending emails by using Microsoft Graph, the ServiceDesk Plus server requires access to the following hosts:
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graph.microsoft.com
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login.microsoftonline.com
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outlook.office365.com
Access to outlook.office365.com is required when sending emails with attachments larger than 3MB, because the attachments are uploaded in batches by using the Upload API.
Microsoft Graph
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Choose the Connection Protocol as Microsoft Graph.
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Microsoft Graph supports only OAuth authentication. Use the pointers given below to configure the mail server:
|
Field |
Explanation |
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OAuth Authentication (default) |
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Permission Type |
• Delegated Access - Use the signed-in user's permissions to access mail resources.
• Application Access - Use application-level permissions to access mail resources without user sign-in. |
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Graph Endpoint |
Endpoint to access Microsoft Graph API. Know more about graph endpoints. |
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Reply to |
Enter an email address to be mentioned as From address in outgoing emails. Reply emails will be received from this email address. |
|
Authorization Server Details |
• Client ID, Client Secret, Authorization URL (Delegated Access only), and Token URL: Obtain these details from the authorization server. Know more. • Scope: Specifies the permissions granted to the OAuth access token for accessing mailbox resources. Know more about the default scope values. • Redirect URL (Delegated Access only): Configure this URL in the authorization server to obtain OAuth tokens. |
After setting up the configurations, click Save.
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For OAuth Authentication, provide your login credentials and submit your consent for the mentioned permissions. The login credential should be the same as the username configured in the Mail Server Settings. Ensure that you have not blocked pop-ups and redirects in your browser to view the user consent window.
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Edit Mail Server Settings
In build 13001 or earlier, stop the mail fetching process and make the necessary changes.
In build 13002 or later, administrators can edit the mail server settings as needed. If a mail fetching process is ongoing, the application will prompt to disable mail fetching temporarily. After saving the changes, enable the fetching process manually.
Check Mail Server Connectivity
The outgoing mail server connectivity can be tested by sending a sample email from the mail server. Mention an email address and click Send a sample mail.
If the settings are configured right and the connection is successful, then a sample email will be sent to the mentioned email address. If not, an error message will be displayed on the screen.
To learn more about troubleshooting mail server errors, click here.
Limitations
Due to severe throttling policies of Microsoft Graph API, ServiceDesk Plus has certain limitations when Microsoft Graph protocol is used for sending emails.
Microsoft has set service limits to only four concurrent API requests. Since ServiceDesk Plus can send emails through multiple threads (user replies, forwards, system notifications, or custom triggers), there might be a delay while sending emails.
On performing a load simulation setup at our end to test the delay, we have verified the following stats:
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Email Inflow Rate |
Email Outflow Rate |
Results |
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Scenario 1 |
600 emails per hour where the inflow rate is constant (~10 emails per minute) 10 inline images for every 3 emails |
1800 notifications sent from application (3 notifications for each request created) Average time to send an email = 2~3 seconds |
Emails were sent without any delays. |
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Scenario 2 |
High inflow rate (sudden surge of 100 emails per minute) 10 inline images for every 3 emails |
300 notifications sent from application (3 notifications for each request created) Average time to send an email = ~3 seconds |
Emails were sent without much delay. |
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Scenario 3 |
High inflow rate (sudden surge of 200 emails per minute) 10 inline images for every 3 emails |
600 notifications sent from application (3 notifications for each request created) Average time to send an email = 8~9 seconds |
Max. of 10 mins delay in sending an email (time difference between 200th request creation and its notification) |
As per the stats, when the inflow rate surges/an increased number of notifications are configured, there is an evident delay in sending emails.
Therefore, we recommend users not to configure Microsoft Graph protocol as the outgoing mail server in the following cases:
- Your organization environment has a high email inflow/outflow rate
- Your organization email flow rates do not fall within scenario 1 or 2.
Workaround: You can use SMTP protocol for sending emails.