Topic
This article explains how to configure the settings in the General tab of the NinjaOne Ticketing application.
Environment
NinjaOne Ticketing
Description
System administrators are prompted to configure these settings during the initial setup process for NinjaOne Ticketing. These settings can be updated at any time.
Email Domain
The first group of settings includes the option to configure your domain. This is the custom name of your Ticketing instance and is used to create email addresses for your users. This field is required and can reflect any name you want to display for ticket emails. To learn more, refer to the section titled Configure Incoming Email Settings further in this article.
SMTP Email Sending
NinjaOne deactivates the option to use a dedicated SMTP email server for sending ticketing emails by default, so NinjaOne Ticketing will use NinjaOne's default email server for outgoing email. If you'd prefer to use your own configured SMTP server, click Edit to enter the necessary credentials.
- Select Basic for Authentication Type to continue with non-Microsoft 365 setup, or refer to NinjaOne Ticketing: SMTP Microsoft 365 Configuration for instructions.
- Select the Enabled toggle to power on the outgoing mail server.
- Enter the SMTP server name, the port, whether this dedicated server uses secure sockets layer (SSL), and the email and password.
- Click the Test button to verify the connection and resolve any errors that may be reported. Then, click Save.
Settings
The Settings affect general ticket behavior. Use the following table to learn more about each setting.
| Setting Name | Description |
|---|---|
| Timers |
|
| Starting ticket number | The ticket number that should be assigned to the next incoming ticket, which is intended to assist users transitioning from another ticketing product and want to continue from the previous numbering system |
| Attachments | The ability for end-users to attach files to tickets and the requirement for technicians to authenticate their identity to view those attachments |
| Technician email response | This option creates either a public response to the requester or a private internal note when the response to a ticket is via email rather than from within the ticket in NinjaOne |
| Systray help request | The options here relate to your system tray (systray) branding options. Refer to Branding: Systray Icon for more information about systray branding. If this setting is enabled, you can create the contact either under the organization that manages the device or as a global contact. If this option is disabled, tickets created from systray help requests will not automatically provide a requester. |
| Email receptions | This option controls whether NinjaOne Ticketing will include the From, To, Date, and Subject headers in forwarded emails. If this is disabled, the headers will be removed and will not be recoverable. |
| Automatically assign device for single-device users | If a user is the owner of a single device and that device is assigned to the same organization named in the ticket, that device will be automatically assigned to the user's tickets. |
Additional Resources
Refer to NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.