The creation of events from e-mails is done by a program called ESI.Octopus.MailIntegrationApp.exe. This program is a command-line application which reads the contents of a mailbox in your IT environment and creates an event for each e-mail in the mailbox.
It's the same program that is used to create incidents from e-mails. It is simply configured differently and associated to a different mailbox. For a general explanation of MailIntegration, consult this page:
Mail Integration with Incidents.
EditConfiguration file for the creation of events
The configuration file is a text file which contains information about the e-mail server, the mailbox to use, and other parameters necessary to the program. This file uses the XML format.
Warning
Before creating the configuration file, be careful not to break the file format by modifying the tags or the file structure. Just one missing or additional "/", "<", or ">" can make the file useless.
Make sure that the specified values are valid. Don't leave any open spaces before or after the values.
If an error occurs with the configuration file, the software will stop itself without a problem. However, the way that the software advises you of errors isn't very clear, so errors could be difficult to find.
A thorough check of the values is recommended before starting the program.
- Open the following file in Notepad : event-integration.txt
- In the section
<serverName>SERVER</serverName>, replace SERVER with the name of your e-mail server. - In the section
<userName>MAILBOX</userName>, replace MAILBOX with the account name on the e-mail server. Usually, the domain portion of the public e-mail address isn't included. For example, we would enter "newevent" instead of "newevent@mycompany.com". - In the section
<password>PASSWORD-CLEAR-TEXT</password>, replace PASSWORD-CLEAR-TEXT with the password for this account. - In the section
<group>GROUP</group>, replace GROUP with the name of the group that will be assigned the events. - In the section
<assignee>ASSIGNEE</assignee>, replace ASSIGNEE with the Windows username of the technician who will be assigned the events. This element can be left blank (<assignee></assignee>). - Save the file in “c:\program files\octopus\” with the file extension ".xml". For example "integration-événements.xml"