Service agents often do not have access to the internet and this may prevent TEAMATE from uploading session logs to TEAMS-RDS server at the end of a troubleshooting session. To work around this problem, TEAMATE can be configured to automatically email sessions logs at the end of a troubleshooting session using the user’s Microsoft Outlook email application. The logs are then queued as emails in the Outbox and email to TEAMS-RDS when Outlook has connection to the email server.
NOTE 1: Service Agents must have Microsoft outlook installed and configured for outgoing email for this solution to work.
NOTE 2: System Administrator will need to setup and configure an email account accessible via IMAP. TEAMS-RDS will monitor this email address for emails with a specific subject line. Outgoing email for TEAMATE needs to be configured for this email address and subject line.
TEAMS-RDS Configuration:
In the TEAMS-RDS server, edit %RDS_HOME%\conf\mail.Properties to set the email protocols (IMAP, POP, IMAPS, POPS), subject line, authentication information and 15 minute polling interval. See the changes highlighted in green text below:
<!--To enable session logs emailed by TEAMATE user (using Outlook) to be consolidated into TEAMS-RDS, set "service.teamate.mail.logs.enable" to true --> <entry key="service.teamate.mail.logs.enable">true</entry> <!-- Email address being monitored by TEAMS-RDS for TEAMATE session logs --> <entry key="service.teamate.outlook.email.to"><![CDATA[syncemail@yourcompany.com]]></entry> <!-- Subject line for TEAMATE session logs email --> <entry key="service.teamate.mail.subject">TEAMATE session log</entry> <entry key="service.teamate.mail.body">TEAMATE session log file attached</entry> <!-- Session log attachment has to have this file extension for the log to be consolidated. Delete this line to allow any file extension--> <entry key="service.teamate.mail.file_extension">zip</entry> <!-- How often to check for email --> <entry key="service.teamate.mail.cronexpression">0 0/15 * * * ?</entry>
TEAMATE Configuration:
For production customers, QSI may configure custom installers pre-configured with email address and subject line for email synchronization. To manually configure TEAMATE for email synchronization edit the “%RDS_HOME%\conf\rdsProperties.xml” and make the changes highlighted in green text below:
<!--To enable session logs emailed by TEAMATE user (using Outlook) to be consolidated into TEAMS-RDS, set "service.teamate.mail.logs.enable" to true--> <entry key="service.teamate.mail.logs.enable">true</entry> <!-- Email address being monitored by TEAMS-RDS for TEAMATE session logs --> <entry key="service.teamate.outlook.email.to"><![CDATA[syncemail@yourcompany.com]]></entry> <entry key="service.teamate.mail.subject">TEAMATE session log</entry> <entry key="teamate.outlook.email.on_end_session">true</entry> <!-- email session log when suspending a session --> <entry key="teamate.outlook.email.on_suspend_session">true</entry>
