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</style><p><strong>In this guide we will cover:</strong></p><p><strong>- Pre-Requisites</strong></p><p><strong>- Mailbox setup Overview</strong></p><p id="isPasted"><strong>- Configuring Multiple Connection credentials for a single Mailbox</strong></p><p><strong>- Mailbox Access Control </strong></p><p><br></p><p><br></p><p><br></p><p><strong><em><span style="color: rgb(226, 80, 65);">IMPORTANT: Adding a new mailbox will remove ALL emails from the inbox and turn them into tickets/opportunities, moving the emails to the deleted items in the process. For this reason it is recommended that you start with an empty mailbox.</span></em></strong></p><p><br></p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Pre-Requisites</span></strong></p><p><strong><span style="font-size: 12pt;">1. The incoming service must be enabled in your instance. </span></strong></p><p><br></p><p><span style="font-size: 11pt;">This is activated for all hosted customers automatically. </span></p><p><br></p><p>To check whether the service is currently enabled, navigate to Configuration > Advanced Settings > Backend Services, check that the incoming service checkbox is on and that the scheduling service is set to yes.</p><p style="margin-left: 20px;"><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImEwNjczNGM5LWI2MTAtNDVmMi1iYjY1LTE2NzBhZjdjMDcyYiJ9.KdZfxpu8S_upc0evIFWnkctjzdj30PlFOzT65N1GrmM" width="743" style="width: 745px; height: 426.1px;" height="426" class="fr-fic fr-dii"></p><p style="margin-left: 20px;"><strong><span style="font-size: 10pt;">Fig 1. Incoming Service enabled</span></strong></p><p style="margin-left: 20px;"><br></p><p style="margin-left: 20px;"><span style="font-size: 11pt;">If you are <span style="font-size: 11pt;" data-pasted="true">On-Prem</span> and the service is not yet active in your instance, and you are unsure of the implications of activating it, please contact your account manager or the Halo support team. </span></p><p style="margin-left: 20px;"><br></p><p style="margin: 0px;" id="isPasted"><strong><span style="font-size: 12pt;">Additional Pre-requisites for On-Prem Customers</span></strong></p><p style="margin: 0px;">On-Prem customers will have the scheduling handled via the Halo DB Integrator, this scans the mailbox and imports the mail on a set schedule. </p><p style="margin: 0px;"><br></p><p style="margin: 0px;">Ensure you have the <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1766" id="isPasted" target="_blank" rel="noopener noreferrer">DB integrator setup</a> and set to process incoming mail. </p><p style="margin: 0px;"><br></p><p style="margin: 0px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjRhY2NkN2U1LThiODktNGI4ZC1iM2RhLTE2ZTc2OWRlNTU0MCJ9.15m6sVtaEpfV0FzB6rKBhQXZ_8Ilk7V_pTurDPOAiNs" width="438" height="409" style="max-width: 100%; height: 408.774px; width: 440px;" class="fr-fic fr-fil fr-dib"></p><p style="margin: 0px;"><span style="font-size: 10pt;"><strong>Fig 2. Halo DB Integrator</strong></span></p><p id="isPasted"><br></p><p>The frequency in which the scheduled task should be run is determined by the integrations that are being processed by the Halo DB Integrator, and how much data will be processed via the third-party sync. The incoming mail should be enabled on the list of integrations within the Halo DB Integrator. An integration such as incoming mail is recommended to run every few minutes.</p><p style="margin: 0px;"><br></p><p style="margin: 0px;">Once the Halo DB integrator is set to process incoming mail ensure you have enabled the scheduling service. </p><p style="margin: 0px;"><img data-fr-image-pasted="true" src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImJjNTM2ZjkwLTI2MDUtNDdmZS1iNGE0LWQzZjViNDZkMTk3YSJ9.cZ8qAyb8gIJ6l9sIF-kOoyOeJ9tJzgnMmfN4jj9d8dE" width="844" height="324" style="max-width: 100%; height: auto; text-align: left;" class="fr-fil fr-dib"></p><p style="margin: 0px;"><strong><span style="font-size: 10pt;">Fig 3. Enable scheduling service</span></strong></p><p><br></p><p><strong><span style="font-size: 14pt;">Mailbox setup Overview<br></span></strong></p><p>Start by opening the configuration page, head to email, choose Mailbox Setup and click New. This takes you to a new mailbox setup screen. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImI1YTU4OGRhLTdiYjgtNGY1Zi04Njc0LWQ0YmExZWU3NjUyOSJ9.s2w5WPIAmUbQlgy6kcJUqLm44maJUGUmqWNDZuj-3Lg" class="fr-fic fr-fil fr-dib" width="1092" height="1021"></p><p><strong><span style="font-size: 10pt;">Fig 4. New Mailbox screen, including all Mailbox connection types</span></strong></p><p><br></p><p>First enter a name for your new mailbox, this will be what the mailbox is known as in Halo. </p><p><br></p><p> Now select the mailbox connection type. The connection type chosen is dependent on the mail server you are using to process your mail, common public mail servers providing support for most connection types. Each connection type has it's own dedicated guide, refer to this to see how to connect using the respective type:</p><p><br></p><ul><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/2639" id="isPasted" target="_blank" rel="noopener noreferrer">Office 365/Azure </a><strong><br></strong></li><li style="font-weight: bold;"><a href="https://usehalo.com/haloitsm/guides/1521/" rel="noopener noreferrer" target="_blank"><strong>Google</strong></a></li><li style="font-weight: bold;"><a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/875/" id="isPasted" target="_blank" rel="noopener noreferrer">IMAP/POP3/EWS</a></li></ul><p><strong><em>Note: When authenticating your mailbox via Azure, you are redirected to the Microsoft login page. The address you log in with here will be the mailbox used for creating tickets & sending emails, so if you authenticate with your personal (admin) account, all of your personal emails will be deleted & created as tickets. If you are using a shared mailbox, please ensure that the licenced user is added as a delegate user on the shared resource.</em></strong></p><p><br></p><p>The area you enter the credentials for connection will depend on the version of Halo you are on. If you are on a version prior to 2.182 the connection credentials can be entered in the 'Incoming' tab. Connection type will be chosen in the 'Details' tab and a button for 'Credentials' will be visible. The credentials button will need to be selected, new set of credentials added, then credentials can be entered here. This allows for multiple credentials to be entered per mailbox. See the section 'Configuring Multiple Connection credentials for a single Mailbox' of this guide for more information on this. </p><p><br></p><p><strong><span style="font-size: 12pt;">Incoming email settings</span></strong></p><p>Once you have connected your mailbox you can configure how incoming emails are treated. Settings for this are found under the 'Incoming' tab against the mailbox. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjFjNjFkOWJmLTQ2NWEtNDIwMC04MGU3LTYwMTI2MTJkYTIxZiJ9.XeZmYqCG3Qc-IKk6EiS2g3pLu4bF-BnvHozy1Dr3JbQ" class="fr-fic fr-fil fr-dib" width="743" style="width: 745px; height: 731.512px;" height="732"></p><p><strong><span style="font-size: 10pt;">Fig 5. Incoming email settings for mailbox</span></strong></p><p><br></p><p>Here are various settings to determine if/how emails log new tickets. </p><p><br></p><p>At the end of this page is also an option to Import emails from the mailbox, this will import any messages in the mailbox that have not already been processed and removed by Halo. When you connect to your mailbox emails will begin processing automatically but this button can also be used to import manually. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjgyYTA3NjYwLWNlYTUtNDMwOS1iOTM3LWVjYzMzNzIzMGQxMCJ9.rztXAEtQ-HxUNkv_eq-vSNbenzr5Wf49lplTLMy0eHQ" class="fr-fic fr-fil fr-dib" width="1274" height="258"></p><p><strong><span style="font-size: 10pt;">Fig 6. Import emails button</span></strong></p><p><br></p><p><strong><span style="font-size: 12pt;">Outgoing Email Settings</span></strong></p><p>Next navigate over to the outgoing tab at the top of the settings list. Here we see a similar range of settings related to how Halo will send emails out to your customers.</p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjhjMTdkZWJmLTI4M2MtNGIxMC1hNzQyLWRmZGI3YjNjZWQwOCJ9._uBrpA1UBRRRv0qJZaOGWinLXubPh_-oUWyjfqbqsLQ" class="fr-fic fr-fil fr-dib" width="1263" height="1055"></p><p><strong><span style="font-size: 10pt;">Fig 7. Outgoing Email Configuration for the Azure Connection Method</span></strong></p><p><br></p><p>When not using Google/ Azure this page, much like the previous, asks you to input the SMTP credentials for your address on your mail server. This is the set of instructions that tells the server who is sending and how the mail will get sent.</p><p><br></p><p><em><strong>Note: </strong></em><strong><em>When setting up outgoing email, make sure to select a mailbox within the "Outgoing Email Defaults" Button.</em></strong></p><p><br></p><p><strong>You will also see some additional options beneath the 'Send a Test Email' option:</strong></p><p><br></p><ul><li><strong>Message Group</strong> - This is a collection of email templates and can be used to personalise the emails sent from Halo based on the mailbox sending the emails.</li><li><strong>Sending Restrictions </strong>- Allows you to determine who can send emails from this mailbox, based on Team or Department membership.</li><li><strong>Email Signature Overrides</strong> - Allows you to set, per agent, a distinct email signature to be used. This ensures agents send emails with the relevant email signature based on the mailbox the email is being sent from.</li></ul><p>Simply click 'Save' to save your mailbox configuration.</p><p><br></p><p><strong><span style="font-size: 12pt;">Inbound/Outbound Log</span></strong></p><p>Under the 'Inbound log' and 'Outbound log' tab you can see the logs for all incoming and outgoing mail for this mailbox. This can be used to help troubleshoot any issues. </p><p><br></p><p id="isPasted"><strong><span style="font-size: 14pt;">Configuring Multiple Connection credentials for a single Mailbox</span></strong></p><p>Multiple credentials for connection to the mailbox can be configured. This is primarily used when you are using multiple instances, as this allows you to link credentials to a specific instance, so a single Halo mailbox can contain credentials to access multiple Azure/Google/IMAP/POP3/EWS mailboxes. Each of these mailboxes will be linked to your production, UAT or dev instance, each instance will then only process the mail in the mailbox the associated credentials give access to.</p><p><br></p><p>To do this choose your connection method under the 'Details' tab of the mailbox then hit the 'Credentials' button. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImRmM2IwM2U3LWUyOWMtNDJhNS04ZDM3LWUwNDQwZTQ0NjM5OCJ9.35sFoTdd5j-p1zS4DTVpNdHCRgcO305H2WCAHvv117o" class="fr-fic fr-fil fr-dib" width="1058" style="width: 1060px; height: 589.192px;" height="589"></p><p><strong><span style="font-size: 10pt;">Fig 8. Credentials Button</span></strong></p><p><br></p><p>A pop-up window will appear, add a new row here. In this pop-up window you will need to enter the connection details applicable to the connection method you have chosen for the mailbox (for information on how to obtain these details see the article relating to the connection method you are using). </p><p><br></p><p>If you are using multiple instances and you can have an option to choose which instance these credentials are applicable to. For this to appear you need to enable 'Enable config change tracking for mailboxes' under configuration > advanced settings. </p><p><br></p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjAwZWU4YmI0LTI0OTktNGFjOC1hMTNkLTVkMTA2MDNhYzFiOSJ9.Bxds51yRNPBG3JgGn5XSmy_WkWF2FuTAoadP-UVTuQw" class="fr-fic fr-fil fr-dib" width="1143" style="width: 1145px; height: 498.859px;" height="499"></p><p><strong><span style="font-size: 10pt;">Fig 9. Instance Credentials are used for</span></strong></p><p><br></p><p>The instance will then only process mail for the mailbox that the credentials give access to. Once these credentials are completed save this, open up the credentials area against this mailbox again and add a new set of credentials. </p><p><br></p><p>If configuring multiple credentials, the credentials configured must authorise different Azure/Google/IMAP/POP3/EWS mailboxes. If you configure two sets of credentials for the same (<span style="color: rgb(0, 0, 0); font-family: sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;" id="isPasted">Azure/Google/IMAP/POP3/EWS</span>) mailbox, the mail will be split between the two instances. </p><p><br></p><p>If you are not using multiple instances the 'Instance' option will not appear, the credentials will only apply to the current instance and all mail in this mailbox will be processed into this instance of Halo. </p><p><br></p><p>Under the 'Details' tab of the mailbox you will then see which mailbox this instance is processing. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImM2MWNmNWIxLTgzYzAtNDZkNy1iOGJlLTQ5MDMwOGYwZTA2YSJ9.K3gpsIYCnGpXs7ANmk8ehmO5bUBzPXipMgNB00fa0Pg" class="fr-fic fr-fil fr-dib" width="1148" style="width: 1150px; height: 562.138px;" height="562"></p><p><strong><span style="font-size: 10pt;">Fig 10. Mailbox that instance is processing </span></strong></p><p><br></p><p>For more information on managing multiple instances see our guide <a data-fr-linked="true" href="https://usehalo.com/haloitsm/guides/1888/" id="isPasted" target="_blank" rel="noopener noreferrer"><strong>here</strong></a>.</p><p><br></p><p><strong><span style="font-size: 14pt;">Mailbox Access Control</span></strong></p><p>Access control will determine which agents can view and/or configure the mailbox settings. Agents do not need access control to be able to use the mailbox. On versions prior to this, only administrator agents will be able to create and view mailbox configuration. Setting access control allows you to give selected agents access to the configuration of chosen mailboxes, without them having to be administrator agents. </p><p><br></p><p>Set the access control of a mailbox using the "Access Control" button. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImE4Yjc3Nzc2LTkyZDctNDUxNy04MjI3LTcxMzFhZjBjYWIxYiJ9.BGiF2ZYxkNopkyYewlhoTbJejbC6bfxbKmh_QCeazJQ" class="fr-fic fr-fil fr-dib" width="761" style="width: 763px; height: 458.543px;" height="459"></p><p><strong><span style="font-size: 10pt;">Fig 11. Set Mailbox Access Control</span></strong></p><p><br></p><p>When setting you will need to select which entity to base access on, then choose who within the entity should have access and then the level of access they have. </p><p><br></p><p>Access levels are as follows:</p><ul style="margin-left: 20px ;"><li><strong>None (remove)</strong> - When chosen any existing access control for the entity will be removed.</li><li><strong>Read Only</strong> - When chosen the selected persons will be able to read but not edit the mailbox configuration. </li><li><strong>Read and Modify</strong> - When chosen, the selected persons will be able to read and edit the mailbox configuration. </li><li><strong>Owner </strong>- When chosen, the selected persons will be able to read and edit the mailbox configuration as well as configure the access control for the mailbox.</li></ul><p><br></p><p>In the figure 12 example all agents in the "3rd Line Support" team will have access to read the configuration of the mailbox. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6ImMyYjJhMGNhLWVmZGMtNDNiYS05NmE0LTVkNDEwNDkzZWQxYiJ9.QEzbt05fH7By0BLx9f3irJqNmq5pM__zw_b9n-udank" class="fr-fic fr-fil fr-dib" style="width: 648px; height: 353.537px;" width="711" height="389"></p><p><strong><span style="font-size: 10pt;">Fig 12. Access control read only example</span></strong></p><p><br></p><p>Multiple lines of access can be set here. The lines have an OR relationship, this means an agent only needs to meet one line of criteria to have access. </p><p><br></p><p>In the figure 13 example, agents will be able to read the configuration of the mailbox if they are in 3rd Line Support, or if they are Nina Peach. Nina Peach will also be able to modify the mailbox configuration. </p><p><img src="https://halo.haloservicedesk.com/api/attachment/image?token=eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpZCI6IjVjNDk3ZWExLTg0NGItNDdjZi05Y2MyLWIzZjNlMDVjZDM4YiJ9.-yQJ28rTfqLmSSTHYU-CMZ7lRmkyGdl9-dijlOiSric" class="fr-fic fr-fil fr-dib" width="641" style="width: 643px; height: 410.174px;" height="410"></p><p><strong><span style="font-size: 10pt;">Fig 13. Mailbox access control example</span></strong></p>
