Email Server Configuration Overview

Whilst emails originate from Case Manager, they are not sent directly by Case Manager. Instead, Case Manager acts as a relay and sends emails using your preferred outgoing mail service such as Outlook or Gmail. The ability to send emails must be configured before by a System Administrator prior to attempting to send an email from Case Manager. The System Administrator may need to work with the IT professionals who are responsible for managing your email service outside of Case Manager.

Email Set Up Outside of Case Manager

There are several options for a business to configure their email accounts:

1. Each user has an individual email account, email address, password and mailbox. This is the most common and recommended configuration.
2. Users share an email account, email address, password and mailbox. Such as 'admin@business.com' or 'support@business.com'.
3. An admin (or global) email account enables certain other users to send emails using their individual email address (and password) but with the admin account's server credentials.

This is configured outside Case Manager. For example, in Microsoft 365 you can grant mailbox permissions to another user to allow them to send email on behalf of you.

One business may use all three of the above options, depending on the nature of what they wish to email.

There are also a variety of email service providers, such as Microsoft Outlook, Gmail, Apple Mail, etc.

Email Configuration Within Case Manager

Email configuration in Case Manager has changed with the release of version 6.3 due to a shift towards Modern Authentication. Some of the email sharing options that were previously possible no longer function with Microsoft accounts. This is because when you have confirmed your identity using MFA, an encrypted token is saved to your machine. This token is specific to you and that computer. It cannot be shared or saved to a server as this is a security risk. Thus, for example, you can no longer use someone else’s email account.

Please see the links below for further guidance on how to configure your Case Manager email settings.

System Email Server Configuration

To finalise your System Email configuration your System Administrator will need:

• The details of your company's outgoing mail server and an authenticated user account which can be used as a global address.

  This is usually an Office email address which will enable emails to be sent without identifying an individual. For example, 'admin@business.com'.

• An address that can be used as the Case Manager System Email.

  Case Manager needs an email address to use for sending system-specific emails, such as forgotten passwords emails and SMS reply notifications. This needs to be separate from the global address mentioned above and should not be an individual's email address. For example, 'name@business.com'.

If you are running version 6.2 of Case Manager, please see 6.2 System Email Configuration for further details.

If you are running version 6.3 of Case Manager, please see 6.3 System Email Configuration for further details.

Employee Server Configuration

For User Email configuration, an outgoing email server connection needs to be configured for each individual user. This allows employees to send emails according to their own individual email addresses instead of relying on a global address outlined in the previous section.

If you are running version 6.2 of Case Manager, please see 6.2 User Email Configuration for further details.

If you are running version 6.3 of Case Manager, there are differing instructions depending on the email service you are seeking to use:

• Exchange Web Services (EWS) with Modern Authentication

  When Microsoft SSO has been set up, users will see an option to grant access for the next time they sign in. Once granted, you will not need to configure each user's outgoing mail server settings. However, for the configuration to function correctly, each user's email address in the Employee List must match their Microsoft credentials.

• Exchange Web Services (EWS) with Basic Authentication

  Use this option when users wish to log in to Outlook and want the features provided by EWS. However, they do not log in to Case Manager via Microsoft SSO.

  Please see EWS Without Modern Authentication for further details.

• SMTP or Exchange Servers

  Use this option if you wish to configure SMTP or Exchange mail server connections. This is the current method used to connect Case Manager to Gmail accounts.

  Please see SMTP or Exchange for further details.