Generic Accounts for Orange Tracker Email
A shared mailbox can be set up to receive requests for your Orange Tracker project using a friendly @syr.edu email address via mail forwarding. Mail forwarding from an @syr.edu account to an Orange Tracker project (@su-jsm.atlassian.net address) has been granted an exception from the other mail forwarding restrictions.
Issues will then be created from emails sent to the email addresses with the following fields completed:
Email Field | Issue Field |
|---|---|
From | Reporter |
Subject | Summary |
Body of email | Description |
Shared Mailbox & Auto-Forwarding Setup
A shared mailbox can be created by an individual with DMC access using the generic account form. Information from IDM about generics and the request process can be found here: https://answers.atlassian.syr.edu/wiki/spaces/ITHELP/pages/159940749
Within DMC, choose Request Generic Account from the menu
Account type for the requested account must be 'Shared Mailbox' from the drop down. All other options are based on needs of the unit.
After the account has been approved, log into the mailbox and setup forwarding to your project email address.
See the following Microsoft documentation on automatic mail forwarding via Outlook: https://support.microsoft.com/en-us/office/turn-on-automatic-forwarding-in-outlook-7f2670a1-7fff-4475-8a3c-5822d63b0c8e
With forwarding configured, no mailbox permissions or access are required to be assigned as all email will route to the email address entered during forwarding setup.
Legacy Generic Account Configuration to Shared Mailbox (SUMail)
This process eliminates request submission through the @ot.syr.edu email address.
A rule has been setup at the mail server to route all @ot.syr.edu email to the corresponding Orange Tracker project without need for any additional configuration. Updating the generic account to a Shared Mailbox (SUMail) provides a more streamlined and manageable approach to routing mail through a friendly @syr.edu address into Orange Tracker.
DMC process to convert:
Provision the 'Other' generic account a SUMail mailbox
Update the generic account's type from 'Other' to 'Shared Mailbox'
Follow instructions to setup rule in mailbox to direct emails to OT.
It may be required to contact your DPS to make these edits.
Email Troubleshooting
Once the generic account has been converted to a Shared Mailbox, verify that requests can be received. If not, incorrect setup will be diagnosable through the email logs. If there are Rejected appearing in the logs due to Auto-Reply, verify that the forwarding rules are set up correctly.