Administration › Email Administration › Mailbox Rules › Create a Mailbox Rule › List Mailbox Rules

List Mailbox Rules

You can list the rules that apply to a mailbox. The rules are maintained in the table (usp_mailbox_rule) that applies to the connection to the mail server (usp_mailbox).

To list mailbox rules, on the Administration tab, select Email, Mailbox Rules.

The Mailbox Rules List page appears, and lists rules and the following information:

Sequence

Displays the sequence number of the rule. Rules are processed in sequence number order.

Mailbox

Specifies the mailbox to which this rule belongs.

Filter

Displays the type of filter.

Filter String

Displays a regular expression string to match.

Action

Displays the action to take when the filter matches.

Action Object

Displays the ticket object type for the action.

Reply

Displays the notification method used to send back responses. If not set, no response is returned.

Note: You can export list results to Excel for use outside of CA SDM by clicking the Export button on the List page.

Create a Mailbox

You can create a mailbox that connects to the mail server, and that you configure to set values for host, user, password, and so on.

Follow these steps:

1. Select Email, Mailboxes from the Administration tab.

   The Mailboxes List page opens.

2. Click Create New.

   The Mailbox Detail page opens.

3. Complete the fields as appropriate:

   Check Interval

   Specifies the time after which the mail server is polled for new emails.

   Active

   Indicates the mailbox status.

   Email Type

   Specifies the protocol that the mail server uses. CA SDM supports both POP3 and IMAP4. If you choose IMAP4, CA SDM polls only the Inbox folder from the mailbox.

   Hostname

   Specifies the hostname of the email server.

   Port Override

   Specifies the port number when the default port number is overridden.

   User Name

   Specifies the user ID on the mail server.

   Password

   Specifies the password on the mail server.

   Security Level

   Specifies the SMTP security level.

   Attachment Repository

   Specifies the repository where the email attachments are stored.

   Attach Entire Email

   Specifies whether to allow entire email as an attachment.

   Force Attachment Splitout

   Specifies whether to split all attachments in the email when an entire email is added as an attachment. The email and its attachments are split into separate files and attached to the tickets. Only applicable when the Attach Entire Email option is selected.

   Allow Anonymous

   Specifies whether tickets can be created from anonymous mails.

   Save Unknown Emails

   Specifies whether to save the emails that the rules defined in the mailbox did not process. These emails are stored in $NX_ROOT/site/mail_unknown.

   Use Reply-To Address

   Specifies whether to use the alternate email address for replies.

   Use TLS

   Specifies whether to use Transport Layer Security support in emails.

   CA Certificate Path

   Specifies the path where the trusted certificate has been deployed.

   Note: For the advanced availability configuration, ensure that you deploy the trusted certificate on the same location for both background and standby servers. CA SDM supports only Base-64 encoded (PEM) format for CA Certificates.

4. Click Create New from the Rules tab to create a mailbox rule.

   The Create New Mailbox Rule page opens.

   Note: The rules that are applicable for one mailbox cannot be associated with another mailbox. To reuse the same rules for a different mailbox, recreate them for the other mailbox. You can also copy the existing mailbox.

   Important! We recommend that you set the associated mailbox to inactive before you configure a mailbox rule. Otherwise, any messages that the mail server retrieves between your first change and the last change are processed with whatever rules are in effect.

5. Complete the Mailbox Rule Fields as appropriate and click Save.
6. Select the Policy tab to define the mailbox policies to protect your organization against certain types of email abuse. Complete the Mailbox Policy Fields as appropriate and click Save.

   The mailbox is created.

   If you are using multiple mailboxes, the Mail Eater (pdm_maileater_nxd) component uses mailbox connections and rules to read and process messages from one or more accounts on one or more mail servers. The Mail Eater runs on the following servers, depending on your CA SDM configuration:

   • Conventional: Primary server
   • Advanced availability: Background server

   The Mail Eater polls the mailboxes serially (only one mailbox is processed at a time), and processes rules in sequence number order, as follows:

   1. Upon the startup of the primary or background server, the Mail Eater reads the following tables in the database:

      usp_mailbox

      Represents a connection to a mail server.

      usp_mailbox_rules

      Represents the rules that apply to the connection (usp_mailbox).

      Contact_Method

      Represents the Contact Methods that are used for automatic replies.

      Document_Repository

      Represents the Document Repositories for storing attachments.

      The Mail Eater automatically detects changes to the objects in any of these tables, including the addition of extra objects. If a change is made to usp_mailbox or usp_mailbox_rule, the polling interval for the affected mailbox is rescheduled to one second after the change is applied.

   2. At the interval that is defined by each mailbox, the Mail Eater retrieves each email in the inbox for the associated account, and processes the email as follows:
   3. Checks the email address for policy violations. When the Mail Eater finds a violation, processing stops, and the standard log is affected according to the mailbox definition.
   4. Compares the email to each rule (mailbox_rule) that belongs to that mailbox.
   5. If a matching rule is found, submit the message to the Text API for posting, and replies to the user as appropriate based on the specified action for the rule.

      For reply emails, the filter string identifies the object and uses the Text API for processing. After the processing is complete, the response goes either to the Reply to or the From address.

   6. After the Mail Eater finds a matching rule, no other rules are checked, and the Mail Eater processes the next email in the inbox.
   7. If no matching rule is found, the message is discarded.

      After the Mail Eater processes all emails for an inbox, the processed and discarded messages are purged from the mail server, and the next processing interval is scheduled.