Case ManagerConfigure Case Manager

Table of Contents

Configure Incident Email

Link Case Manager to an email account to send incident emails directly from an incident.

  • An email account from which users send and receive Case Manager-related messages (for example, The mailbox cannot be a shared mailbox or a subfolder.

  • Credentials for the email inbox. The account and credentials must have read and write access to the entire mailbox.

  • IMAP connectivity.


    Port Number



    IMAP + SSL


  1. Ensure that emails aren't encrypted and attachments are in EML format. MSG files are not yet supported.

  2. In the navigation bar, click the menu The menu icon in the navigation bar; three white lines on a green background., select Settings, then navigate to Case Management > Incident Ingestion.

  3. Select the 2-WAY EMAIL tab.

  4. Fill in the fields:

    • Username – Enter the username on the mail server. This may be the same as the email address.

    • Password – Enter the password on the mail server.

    • Email address – Enter the email address on the mail server.

    • Folder – Enter the name of the folder from which emails are ingested.

    • Inbound host/server – Enter the name of the inbound mail server.

    • Inbound protocol – Select the mail protocol used to receive emails.

    • Inbound port – Enter the inbound protocol port number.

    • Outbound host/server – Enter the name of the outbound mail server.

    • Outbound protocol – Select the mail protocol used to send emails.

    • Outbound port – Enter the outbound protocol port number.

  5. To validate the inbound and outbound connection to your mail server, click TEST INBOUND and TEST OUTBOUND. If you see Failed to test Service connectivity, verify that you entered the correct email account, inbound connection, and outbound connection information.

  6. Click SAVE.

  7. To enable the email route, click START.

    The email route appears in the EMAIL FEEDS list with a RUNNING status.