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Using a POP Email Account to Comment on Work Items

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As a system administrator, you can configure Workfront to allow users to use their POP email accounts to comment on Workfront objects.

Objects Supporting Email Notifications

You can respond to Workfront email that is generated from comments made to the following objects:

  • Project
  • Task
  • Issue
  • Document
  • Template and template task
  • Portfolio
  • Program
  • Iteration
  • Timesheet

To learn more about making comments, see "Understanding the Update Stream."

NOTE Plus addressing (such as yourname+organization@organization.com) is not supported for users commenting on Workfront objects via email.

Integrating Workfront with a POP Email Account

If your organization uses POP for email delivery, you must configure Workfront to allow your POP users to respond to email notifications sent from Workfront.

NOTE Although POP users can reply to emails sent from Workfront, Workfront no longer supports the use of POP and strongly encourages the use of the default mail service.

Prerequisites

The following prerequisites are required in order to set up a POP account in Workfront:

  • A unique POP account is associated with this setup. 
  • The POP account is not linked to a Workfront user account.
  • The POP account email address is solely dedicated for the purpose of responding to Workfront emails. Using a personal POP username can cause severe issues.

Some customized POP configurations have been known to not work correctly with Workfront in supporting this functionality. Contact your email system administrator to understand why a POP account might not correctly support this feature in Workfront.

 Setting Up a POP Account in Workfront

In order to integrate POP with Workfront, you need to set up the POP account to handle incoming communication from Workfront. 

  1. Go to the Setup area in the Global Navigation Bar.
  2. Click Email > Setup.
    The Email Setup page is displayed.
  3. In the Incoming Mail section, select POP Email Account.
  4. Specify the following information:
    Email Address: The email address of the POP account you are using.
    WARNING You cannot use a personal email address as the POP username. Instead, you must create a new email address that is solely dedicated for this purpose. Using a personal POP username can cause severe issues.
    User Name: The user name that Workfront uses to access the POP server. This is the user name of the POP account as specified by your email administrator.
    Password:
    The password that Workfront uses to access the POP server. This is the password of the POP account as specified by your email administrator.
    Incoming POP server: The URL of the incoming POP server.
    For example, for Gmail, this is pop.gmail.com.
    Port: The port Workfront uses when connecting to the POP server.
    When using an unsecured connection, use Port 110.
    When using a secure connection, use port 995 (you must select Use SSL/TSL to connect when using port 995).
    Use SSL/TSL to connect: Select this option to connect over a secure connection.
    This server supports Plus Addressing: Select this option if the server supports Plus Addressing.
    Check for new email every ... minutes: The frequency that Workfront searches for email communications from all POP accounts associated with Workfront. Workfront can search for messages as frequently as every five minutes. The default is every 30 minutes. This includes POP accounts associated with project queues. For more information about setting up a POP account for a project queue, see "Enabling Users to Email an Issue into a Request Queue Project."
    NOTE Depending on the number of messages being sent to Workfront via POP, messages can take 20 minutes or more to be retrieved, even if you configure Workfront to check for mail more frequently.
    For more information about how to manually check for new messages from a POP account, see "Using Diagnostics."
  5. Click Test POP Settings to ensure that the connection to the POP server is functional.
  6. Click Save.

Understanding the Automatic Disconnect of a POP Account

This section also linked here: https://workfront.zendesk.com/hc/en-us/articles/231802907 and here: https://support.workfront.com/hc/en-us/articles/217236977

If there is a problem connecting to the POP account or retrieving messages from the account, the connection between Workfront and the POP account is either automatically be disabled or the processing of the emails from the POP account is temporarily stopped. 

The POP account may be disabled for the following reasons:

  • Workfront tries to connect to the POP account and the connection fails more than 25 consecutive times. After 25 failed attempts, the POP account setup is disabled in Workfront. 
  • Workfront connects to the POP account and finds 10 or more emails in the POP account that are not related to comments in Workfront. In this case, Workfront stops processing emails for the account and sends the following notification to the system administrator:
    "We encountered a problem while processing emails from your POP account: <POP email address>. We either found emails that are not related to Workfront comments, or something might be wrong with your POP credentials. Please ensure that the email credentials configured under Setup > Email > Setup are valid and that the email address is used only for Workfront communication."
    Workfront starts checking the account again after five minutes. 
    NOTE Workfront recommends that you use this POP account for Workfront communication only. Any other emails could potentially disable the connection between Workfront and the POP account. 

If you are a system administrator and you enable the email notification "An error was found that needs my attention", you receive an email notification that the POP account was disabled. For more information on enabling email notifications, see "Configuring Email Notifications."

Removing the Signature Line From Comments Made Via POP Email

If your POP email client supports user signatures placed in a location other than the bottom of an email, your signature might display in the Updates tab of objects to which you add comments via a response to an email notification.

You can prevent your signature from appending to comments you make by inserting in your email response a string of characters called a signature delimiter. 

  1. Within the email notification, choose to reply to the email.
    A reply window is opened.
  2. Compose your comment.
  3. Above your signature, type "-- " (dash, dash, space), all on the same line.
    The following is an example of the signature delimiter in place:
  4. Click Send.
    Your comment is added to the communications thread of the Workfront object with the signature line stripped out.

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DON'T DELETE, DRAFT OR HIDE THIS ARTICLE. IT IS LINKED TO THE PRODUCT, THROUGH THE CONTEXT SENSITIVE HELP LINKS. **

When updating POP account information here, also update information in these articles:

Understanding the Queue Details Tab in a Project (Issue Form): https://support.workfront.com/hc/en-us/articles/216655098

Configuring Email Notifications: https://workfront.zendesk.com/hc/en-us/articles/217202727

Enabling Users to email an issue into a request queue project: https://support.workfront.com/hc/en-us/articles/217236977

This article last updated on 2018-08-08 18:24:32 UTC