Skip Navigation LinksALVAO 11.0ALVAO Service DeskSystem implementation in the organizationInstallationALVAO Server - manual installationMailboxReader component settings Skip Navigation Links.

MailboxReader component settings

The settings are stored in the MailboxReader.exe.config file in the Bin folder. The file is in XML format and therefore the same rules apply as for the Web.config file, see WebApp Settings.
Create the file by copying the "Bin\MailboxReaderSample.exe.config" file. You can use Notepad in Windows to edit it.

Database connection

The connection to the database is defined in section:

 <add name="Alvao.Hd.MailboxReader.Properties.Settings.Db" connectionString="Data source=localhost;... />

Write the database connection string to the connectionString attribute. The format of the string is the same as in the WebApp settings, see Database Connection.

Sending emails

The MailboxReader component sends all email messages leaving the Alvao system. The SMTP server address for sending email messages in the database needs to be set in WebApp - Administration - Settings- Messaging.

Emails are sent in batches, the default sending interval is 1 minute. If an email fails to send for any reason, it will remain stored and will be resent at the set interval (default value 10 minutes) until it is successfully sent or exceeds the number of send attempts (default value 432). Once the number of send attempts is reached, the email will remain in the database for possible diagnostics.

Sending settings are stored in the database (tProperty table):

Variable Default value Meaning
MailSendIntervalSeconds 60 Email send interval - in seconds
MailSendMaxAttempts 432 Maximum number of attempts to send an email
MailSendRetryIntervalMinutes 10 Interval between resend attempts for emails that failed to send - in minutes

The change in the interval of sending emails will be reflected only after MailboxReader is restarted.


If you want to automatically load messages from a specific mailbox into a specific service desk service (see Service Desk Services), in WebApp - Manage - Services - Edit - Message Loading section, set up a connection to that mailbox.

Incoming message rules

MailboxReader can perform actions based on defined rules. Rules for incoming messages are set in WebApp - Administration - Service Desk - Incoming Message Rules.

Automatic responses

If MailboxReader encounters a message that is evaluated as an automatic reply while retrieving messages, this message is not considered a full message and therefore the following operations are not performed:

Messages that:

  • contain the Auto-Submitted parameter in the header with the value auto-generated, auto-replied or auto-notified or
  • contain one of the predefined strings in the subject line of the message.


If you wish to change the default settings of the predefined strings that are included in the subject of autoresponders in your organization, edit and run the following SQL statement on the Alvao database. update tProperty set sPropertyValue = N'Auto reply*;Automatic reply*;Out of office*;Out of Office*' where sProperty = 'AutoSubmittedEmails.Subjects'

The example shows the default settings. Individual template objects are separated by semicolons, and the asterisk replaces any number of characters.

By default, autoresponse recognition is turned on. If you do not wish to use this functionality, run the following SQL statement on the Alvao database: update tProperty set bPropertyValue = 0 where sProperty = 'AutoSubmittedEmails.Detect'

Section applicationSettings

Other settings are stored in the section:


Variable Value
SleepSeconds The amount of time the MailboxReader waits if there are no new messages in the mailbox. The time is specified in seconds.
AutoAnswerTicketPerDayLimit MailboxReader will stop sending automatic replies to new requests to a requester if the number of requests received from that requester in the last 24 hours exceeds the set limit.

Protocol of events

Event log can be set in section:

  <add name="GeneralTraceLevel" value="0" />

You can set one of the following values as value:

Value Description
0 Off - does not output anything
1 List of errors
2 Varage
3 Informative
4 Indicated - lists everything. This value is set in the configuration file as default. 

However, it lists the selected level and all lower levels. For example, if we set the value to "2", warnings and errors will be printed.

Sending Diagnostics

If an email fails to send, the MailboxReader component prints an error message containing information about the sent email and the text of the error to its output. This message is output when the event log is set to level 2 or higher. For a message informing about a general component failure (e.g. invalid database operation), setting the event log to level 1 is sufficient.

If there are messages in the database that have reached the maximum number of attempts to send, a message is output once a day indicating the number of messages that could not be sent (Event Log Level 1 and higher):

"The mail queue currently contains X emails that could not have been sent."

The unsent emails can be found in the database (table  MailMessage), where, in addition to the message itself (packaged in .eml format), there is information about the number of attempts to send (SendAttempts), the last error message (LastErrorMsg) and the time of the last attempt to send (LastAttemptTime).



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