Changing delivery email address to Service Hub

OVERVIEW

Need to update your email routing to Service Hub? Changing delivery email address will require you to configuring your email account to route to Service Hub.

There are two common cases to configure your email:

 

Note: Select one of the two guides depending if your email account is a sponsored account or a maillist.

 

which email accounts do I need to change?
All eSupport email points need to be changed and re-routed to Service Hub. Please take a look at our eSupport Email Routing List and look up your queue to see a list of email accounts that needs to be updated.
is my email account a sponsored account or a maillist?
Go to SFU Maillist and, on the "Go to list", search your email address without "@sfu.ca". If there is a search result, then your email account is a maillist. If not, your email account is a sponsored account.
I can't make changes. who is the owner of my email account?

Sponsored Account

Go to the Sponsor Lookup App (you must be logged into a staff, faculty or sponsored account, and be connected to campus networks or SFU VPN). Enter the Sponsored Account Computing ID and you will see the owner listed.

Maillist

Go to SFU Maillist and, on the "Go to list", search your email address without "@sfu.ca". You will see the owner listed.

 

For Sponsored Account: Creating Inbox Rule on SFU Mail

Step 1. Go to SFU Mail on a web browser. Once you're logged into your sponsored account, select the Settings 'gear' icon on the top-right corner, then Options.

Open Options on SFU Mail

Step 2. Under Mail > Automatic Processing, select Inbox and Sweep Rules. Then, select '+' to create a new Inbox Rule.

Create New Inbox Rule

Step 3. Enter the following details (shown in the screenshot) for the new inbox rule:

  • Name: Redirect all messages to Service Hub
  • [Apply to all messages]
  • Redirect the message to... "sfutdx@sfu.ca"

Select OK to create the new inbox rule, then Save to update your Inbox Rules.

Fill in the fields as shown

Step 4. Ensure that you select and delete existing Inbox Rules that redirect emails to eSupport (to esupport@rcg.sfu.ca). Select Save to update your Inbox Rules. This will avoid having SFU Mail routing to both Service Hub and eSupport.

Delete any existing routing rules to eSupport

Congratulations! You've re-routed your sponsored account emails to Service Hub. You may repeat this guide for the rest of your sponsored accounts, or see the guide below if you need to change delivery email on a maillist.

Be sure to test your email endpoints to ensure that incoming tickets are routed correctly to generate a ticket on Service Hub and not in eSupport. Check the details of the test email message to make sure it ended up in the correct Responsible Group on Service Hub and that the reply-to is correct.

 

For Maillist: Adding new member on SFU Maillist

Step 1. Go to SFU Maillist on a web browser. Once you're logged in, select Find maillists owned/managed by me, then find and select your maillist.

Find your maillist

Step 2. Select the Maillist members tab. Add "sfutdx@sfu.ca", then select Save Changes.

Add SFU TDX email to members

Step 3. Select the Sender restrictions tab. Ensure that your Sender Policy are unchecked for restricted sender, then select Save Changes.

Make sure to disable sender restrictions

Step 4. Go back to the Maillist members tab. Select the delete 'trash' icon on your existing eSupport email (esupport@rcg.sfu.ca), then select Save Changes. This will avoid having maillist routing to both Service Hub and eSupport.

Delete any existing email routing

Congratulations! You've re-routed your maillist emails to Service Hub. You may repeat this guide for the rest of your maillists, or see the guide at the top of the page if you need to change delivery email for a sponsored account.

Be sure to test your email endpoints to ensure that incoming tickets are routed correctly to generate a ticket on Service Hub and not in eSupport. Check the details of the test email message to make sure it ended up in the correct Responsible Group on Service Hub and that the reply-to is correct.

 

Details

Article ID: 3792
Created
Tue 6/14/22 12:17 PM
Modified
Tue 7/12/22 1:40 PM