ServiceGrid Article - SMTP

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Contents

Overview

Simple Mail Transfer Protocol (SMTP) is used for sending email messages between servers. Most email systems that send mails over the Internet use SMTP to send messages from one server to the other. The messages can then be retrieved with an email client using POP or IMAP. In addition, SMTP is generally used to send messages from a mail client to a mail server.

The following parameters should be used in Cisco ServiceGrid to specify an SMTP connection:

  • Both the sender email account and the receipient email account, which the partner uses for sending and receiving the email, should be authenticated for security reasons.
  • Partners should know about the Cisco ServiceGrid email accounts where the messages are sent from and sent to.

Security

To transport messages through SMTP/POP3, the ports 25 and 110 must be enabled.

NOTE: SMTP/POP3 mail communication does not satisfy high security standards. Therefore, it is difficult to identify if mail messages are encrypted or not or if the sender address is fake. Cisco ServiceGrid can verify an email only by restricting the sender address to send messages to Cisco ServiceGrid mail address.

Additional Security Options

Cisco ServiceGrid mail server has TLS (Transport Layer Security) enabled. If the partner mail server is able to communicate using TLS, then the mail transfer will be automatically encrypted. A VPN tunnel using IPSec can be installed for additional security. For more information about IPSec, refer to the Network Layer.

Pushing New Messages or Updates to Cisco ServiceGrid Using SMTP

To push new messages or updates through email to Cisco ServiceGrid, an email should be sent to Cisco ServiceGrid mail address. The following parameters are used:

Parameter
Description
Example
email receiver (To:)
Defined email address of the receiver

inbound@sdcall.solvedirect.com (EU operating environment)

inbound@sdcall-sta.solvedirect.com (EU staging environment)

inbound@vie2.solvedirect.com (EU operating environment)

inbound@vie2.beta.solvedirect.com (EU staging environment)

inbound@sjc1.solvedirect.com (US operating environment)

inbound@cisco-test.solvedirect.com (US staging environment)

email sender (From:)
Defined email address of the sender
mymail.address@mycompany.com
email subject
Not applicable
-
email body
Mostly, the data is XML text

1  <call>
2     <calls.custcallid>TT4711</calls.custcallid>
3     <contractelements.shortname>SL1</contractelements.shortname>
4     <contracts.shortname>Hardware</contracts.shortname>
5     <calls.remarks>Screen jitters</calls.remarks>
6  </call>

















Customizing the Inbound Message Rule

To build an inbound SMTP connection, an inbound message rule should be created in Cisco ServiceGrid. For more information about message rules, refer to the SD_MessageRules#Create_a_message_trigger_for_SMTP_inbound.

Inbound Message Rule Checklist

  1. Make sure that a proper inbound MessageRule has been created in the ServiceGrid platform.
  2. Send an empty mail from the specified sender mail address to the ServiceGrid inbound mail account.
  3. Go to SD.call/Messages. You should see the inbound message and a failure test because the mail content was empty.
  4. Send a mail with a proper content from the specified sender mail address to the ServiceGrid inbound mail account.
  5. Go to SD.call/Messages. You should see the inbound message and an SDCallID, if the content was processed properly.

Receiving New Messages or Updates from Cisco ServiceGrid Using SMTP

If a new message or an update is sent from Cisco ServiceGird to the partner, the following SMTP parameters are used:

Parameter
Description
Example
email receiver (To:)
Defined receiver mail address
mymail.address@mycompany.com
email sender (From:)
Defined sender mail address
inbound@sdcall.solvedirect.com (EU operating environment)

inbound@sdcall-sta.solvedirect.com (EU staging environment)

inbound@vie2.solvedirect.com (EU operating environment)

inbound@vie2.beta.solvedirect.com (EU staging environment)

inbound@sjc1.solvedirect.com (US operating environment)

inbound@cisco-test.solvedirect.com (US staging environment)

email subject
Not applicable
-
email body
Mostly, the data is XML text
1   <call>
2      <calls.id>81235367</calls.id>
3      <callstates.shortname>in Progress</callstates.shortname>
4   </call>











Customizing the Outbound Message Rule

To build an outbound SMTP connection, an outbound message rule should be created in Cisco ServiceGrid. For more information about message rules, refer to the SD_MessageRules#Create_a_message_trigger_for_SMTP_outbound.

Outbound Message Rule Checklist

  1. Make sure that a proper outbound MessageRule has been created in the ServiceGrid platform.
  2. Go to SD.call and create or update a call to trigger a message.
  3. Go to SD.call/Messages. You should see the outbound message.
  4. Check if the SMTP message was properly received and processed on your side.


For a complete list of Cisco ServiceGrid Articles, go to the List of Articles page.

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