Specifying Server Settings

This section describes the server-wide configuration options that are controlled using the Server Settings dialog box. These options are divided into four groups:

To view or change these settings:

The following sections describe the settings on each of the four pages in this dialog box.

SMTP Server Settings

The SMTP Server settings control several important aspects of the Response Manager Server’s behavior related to receiving mail. To change these settings:

  1. In the Server Settings dialog box, click the SMTP Server tab.

    Server Settings → SMTP Server page
    Server Settings → SMTP Server page
  2. Set the field values according to the descriptions below.

    This server’s domain name
    The fully-qualified domain name of the Response Manager server. Example: rm.example.com. This domain name should be mapped to the Response Manager server’s IP address in the DNS.

    This value is used for many purposes, including these:

    • determines the default domain used in From addresses for outgoing group mailbox messages. E.g.: sales@rm.example.com. (This default may be overridden using a custom From address. See Creating or Modifying a Group Mailbox.)

    • determines URLs pointing to HTML-based functions such as searching and message approval.

    • lets Response Manager know that it should accept mail addressed to this domain rather than trying to relay it. (Response Manager also checks the DNS when it starts up and accepts mail for all names mapped to its IP address.)

    Forward outgoing mail to
    The name of a mail server (such as your corporate Exchange server) that will handle delivery of outgoing mail. Example: exchange.example.com. Response Manager will forward all outgoing mail to this server.

    If the mail server you want to use is running on a non-standard SMTP port, add a colon followed by the port number. Example: exchange.example.com:26.

    If the outgoing mail server requires authentication (as do most ISP mail servers), click Security and enter the username, password, and (optionally) realm for your mail server account. The Security dialog box also lets you specify a secure connection to the outgoing mail server.

    When the Forward outgoing mail to field is empty, Response Manager tries to deliver outgoing messages directly to the recipients. This configuration is not supported for production systems and will not work at all when Response Manager is behind a firewall that restricts SMTP traffic.

    Ensure replies are sent through this server
    Turn this option on if you want to be certain that replies sent by users are sent through Response Manager. If a user’s mail program is incorrectly set to send outgoing messages through a server other than Response Manager, the user’s messages will bypass all rules, approval, etc., and not be recorded in the Response Manager database. To avoid this potential problem, this option causes rewriting of the From and Reply-To headers of incoming messages to point to a special response mailbox on the Response Manager Server.

    The downside of this option is that it obscures the email addresses of message senders. This prevents Response Manager users from using incoming messages to create address book entries for customers. If this is a problem for your site, and you are sure that all users have correctly-configured email programs, you may turn this option off. All incoming messages will then have the original sender email addresses left intact.

    Relay mail for these hosts
    The host names of any unauthenticated mail clients or servers that outgoing mail should be accepted from. Outgoing messages are always accepted from any host whose SMTP connection is authenticated with a valid Response Manager username and password. Add hosts to this list only if the SMTP client running on it is unable to authenticate.

    Incoming messages—that is, messages addressed to a group mailbox—are always accepted from any host.

    Click Add to add a host name or IP address to the list. Any element of the address may be specified with an asterisk, which acts as a wildcard. For example: *.example.com matches all example.com hosts (such as euler.example.com, turing.example.com, and iwasawa.example.com). Similarly, 1.2.3.* matches any host with an IP address beginning with 1.2.3. An asterisk alone matches any host and therefore causes Response Manager to accept outgoing mail from anyone.

    To delete a host name, select it and click Delete.

Message Expiry & Archiving Settings

The Message Expiry & Archiving settings determine when old messages are removed from user folders and from the entire system, and when messages are written out to archive files. To change these settings:

  1. In the Server Settings dialog box, click the Message Expiry & Archiving tab.

    Server Settings → Message Expiry & Archiving page
    Server Settings → Message Expiry & Archiving page
  2. Set the field values according to the descriptions below.

    Remove messages from Closed folder after
    Remove messages from the Sent folder after
    The number of days to keep messages in a user’s Closed and Sent folders. Every night, Response Manager removes the old messages. Once removed, messages do not appear in Closed, Sent, or category folders, but can be searched for.

    These values should be set as low as possible while still providing your users with the desired access to recent messages. As you increase these numbers, the number of messages in the Closed, Sent, and category folders increases, potentially adversely affecting your overall system performance.

    Permanently delete closed messages older than
    Select this option to permanently delete closed messages, and enter the number of days to keep closed messages before permanently deleting them. Messages are completely removed from the Response Manager system and cannot be retrieved. Reports summary data, however, will still reflect deleted messages.
    Message archiving
    Select the “Archive messages” option to have messages written out each night to XML formatted text files. A separate package is available from emailtopia that allows you to import these archive files into a SQL Server database and to search that database.

    From the drop-down menu, choose which messages to write: ones that are about to be permanently deleted (as specified by the settings above), or closed and sent messages. In the latter case, the messages will remain available in the Response Manager system after archiving.

    In the Directory field, specify where the archive files should be written. The value may be the name of a directory within the Response Manager Server directory or a full path to any directory in the server’s file system.

    The path you specify may be a location on the network, e.g., \\server\sharedfolder\path; however, in this case you must ensure that the emailtopia Response Manager service is running as a user with privileges to write to this location. For information on changing the service login settings, see Changing the Response Manager Database Login.

POP Pickup Settings

The POP Pickup settings control whether, and how often, Response Manager will pick up mail from the POP accounts specified in group mailboxes. To change these settings:

  1. In the Server Settings dialog box, click the POP Pickup tab.

    Server Settings → POP Pickup page
    Server Settings → POP Pickup page
  2. Enter the number of minutes between POP connections. At the interval entered here, mail will be picked up from the POP accounts specified in the POP Pickup settings for each group mailbox.

  3. To temporarily disable all POP pickup, click Disable Pickup. You might want to do this if there is a problem with the POP server or if you want to stop any new mail from arriving via POP. Don’t forget to turn pickup back on, by clicking Enable Pickup, when you want to resume normal operation.

Connection Security Settings

The Connection Security settings control whether secure connections are allowed or required for functions provided by the Response Manager services. You must have an SSL certificate installed on the Response Manager server in order to use the Secure (SSL) options. For details, see Generating and Installing an SSL Key and Certificate.

To change the security settings:

  1. In the Server Settings dialog box, click the Connection Security tab.

    Server Settings → Connection Security page
    Server Settings → Connection Security page
  2. Select the types of connections that you want to support for each function.

    You must restart Response Manager Admin for any changes to take effect.

    Admin/Utilities
    The connection types to support for Response Manager Admin and the HTML-based utilities (Find Messages, Do Not Disturb, etc.).
    IMAP
    The connection types to support for IMAP functions. IMAP is used by Outlook and other mail clients to read and manage Response Manager folders and messages.
    Reports
    The connection types to support for the built-in Reports server.

Configuration Backup Settings

Every night, Response Manager writes out a file containing all of the server’s settings. This includes users, group mailboxes, rules, etc. Configuration backups allow for quick setup of a new, temporary server in the event of a system failure. For details on using a configuration backup, see Installing With a Configuration File.

To change the configuration backup location:

  1. In the Server Settings dialog box, click the Configuration Backup tab.
Server Settings → Configuration Backup
Server Settings → Configuration Backup
  1. In the Back up configuration files to field, enter the full path of the directory in which to write the configuration backup file.

    The path you specify may be a location on the network, e.g., \\server\sharedfolder\path; however, in this case you must ensure that the emailtopia Response Manager service is running as a user with privileges to write to this location. For information on changing the service login settings, see Changing the Response Manager Database Login.

To perform a configuration backup immediately:

→ Next: Customizing the Thread Format

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