Autotask Sample Account (Email2DB Version 3)

For Autotask Users' Convenience, I have created a sample account and trigger for the Autotask Email System.

You can download the below .db3 file to your computer, then use the File -> Server Configuration Manager -> Import Accounts option inside the Email2DB Administrator. 

Select the file using the Folder button, then click Open, then click the Import button to import the accounts.

You still need to:

1.  Modify the Send An Email Action for both the Ticket Reply and New Ticket actions within the Trigger Actions area.  They currently look like:

You need to modify the "From" address to be an address from your e-mail server.   This is where any errors from Autotask will be sent.

You also need to fill in the ID name= value with your Autotask account name and the API-KEY that you can generate through your Autotask account.

Make sure to also select the highlighted options. This will send through to Autotask your attachments and inline images as attachments to Autotask.

2.  Modify the program options to have your required outbound e-mail settings similar to what we see below:

The easiest option is to not set this option, however if you use this method there is no message logging or bounces if the e-mail fails to reach the Autotask Email Server.

It is best to do the "Send Outbound Through Smart Host" with either your corporate mail server, or a separate e-mail account.   If you don't have a corporate account then Gmail Accounts can be used to send the external e-mail, and have the added benefit of archiving all the ticket e-mails into the Gmail sent items.

The built in mailserver can also be used for high e-mail load environments, but for this you will need to have the Enterprise edition and do some additional setup.

3. Finally, you need to set up the account to read the messages from the message source.

This can be Exchange Web Service, POP, IMAP or Outlook.

If you have the Exchange Web Service, POP or IMAP choice, you need to ask the question "will messages remain on the account" and "will multiple users connect to the same account" and if the answer is yes to either you should use IMAP, otherwise use POP as it is faster due to less protocol overhead.

To set whichever of these up you can go to the properties on the accounts, then to the "Read Email Messages" tab.  If in doubt, click the Help button inside Email2DB for a good description of how to do each type of account connection.

That should be everything you need to do.   If you want, you can add an auto reply to say that the ticket has been received in the "Autotask Email to Ticket" -> "New Ticket" trigger. This can be done by dragging over an additional Send An Email Action within the Trigger Actions area.