Email notifications and mail

How to enable alert emails, who receives them in the company, and where to set up CRM mail.

Your notification preferences

Each user chooses which alerts and tickets arrive by email. Open RMM → Settings → Preferences (or Notification preferences): turn on device-alert mail and Windows-app ticket mail separately. The notification email field redirects alerts (and the patch digest) only. Windows-bar ticket mail and remote-access accept/decline go to the account (login) email. The phone banner is independent of email.

1. Open Settings in the RMM panel.
2. Go to Preferences / Notification preferences.
3. Enable RMM alert email and separately ticket email (Windows app / Service Desk), pick severities, and save.
4. Optionally enable the OS patch digest (daily, or Mondays UTC). It is sent only when a patch will not install on its own: the computer has no auto-update policy, the severity is outside the policy, or an approved patch has no maintenance window. Defender definitions (KB2267602) and patches already waiting on a window do not send it.

• No ticket mail? Check the login mailbox (not only an override such as powiadomienia@), the ticket-email toggle, then spam.
• No alert mail? Check your prefs and override address first, then spam.
• Preference changes apply to you — not the whole team.
• The in-app bell has Alerts / Tickets / Windows / Remote tabs — Windows-bar tickets stay separate from NAS/Veeam alerts. The bell queue is Open and In progress: a reply does not remove the ticket.
• Phone banner: app only, not Chrome. Sign in with the same email and password as the panel. Categories and sounds: menu → Notifications. A paired watch gets the same banner from the phone (Galaxy Wearable / Wear OS → enable Darnet CRM; no separate watch app). Computer = Web Push (Calendar or Settings → Preferences → Computer and phone notifications). The device list lets you turn off leftover Chrome on the phone — the calendar button only unsubscribed this browser. Chrome on the phone does not get these banners. A different sound = a different Android channel (alert ≠ Windows bar ≠ other tickets ≠ visits). Android fixes a channel’s sound when the app first creates it and never changes it afterwards, so a phone that had an older build may keep the default tone — Odsłuchaj (Preview) detects that and says so; then set the sound by hand (Settings → Apps → Darnet CRM → Notifications → channel → Sound) or reinstall the app. Preview plays the channel sound only — it posts no banner — so you hear it once, and also while older banners still sit in the status bar (Android mutes repeated similar banners then). Use Wyślij test for a real banner. Who is calling: in the technician app, menu → Account (language is there too: match the phone / Polish / English — the caller banner follows that choice) or the queue card → Turn on caller ID (Android asks for Call log and Phone; without a dialog the app opens its own Settings → Permissions). Android asks separately for Call log and Phone; the battery sheet waits until both Allow taps are done; Samsung/Xiaomi get a never sleep this app card. “Who is calling” is a banner only — the app does not replace Phone and does not ask to become a default app. The card only disappears after both grants (Call log and Phone), and it no longer flashes on start because the app remembers Android’s last answer. If Android still has no access, Account has Open settings and, next to it, Check again — use it when you granted the permissions by hand in the phone settings and the app has not noticed yet. Below the buttons a diagnostics line reports whether this build contains the call module and what it answered about permissions. Photograph that line when reporting a problem: without it, an Android refusal and a badly built app look identical. The ringing number is matched first against the on-device phone book (synced from CRM in the background), then live CRM can add an open service case. If the number is already on the phone, the name appears immediately; otherwise you first get “Szukam klienta w CRM…”, then the same banner is replaced by the client name and alerts again so you do not have to pull down the shade. When the number belongs to a contact person, the second line carries the company and the number — a first and last name alone rarely tells you which client is calling. The banner also states whether this is managed care or repair (taken from the Category field on the CRM client) and the device from the last service order is on the heads-up itself (newest open workshop job when they left several devices; otherwise the latest order), plus its protocol number. Expand the banner to see the firm and role. Tapping the banner opens that client’s card in the app: open service cases with the equipment (W serwisie), plus tickets, hosts, and alerts when the firm is linked to RMM. A client with no category simply shows no role line — set it on the client card in the panel. The ringing number is matched in CRM — you do not pair numbers by hand. The client name also mirrors to a paired watch (same banner, no separate watch app). In the app Endpoints and Clients are 20 per page; Previous / Next at the top and the bottom (Search covers the whole set). Details: Service Desk — daily operations.
• Veeam Warning and low QNAP/Synology volume space also email (same as critical/error) without a custom policy.

Company recipients and Service Desk routing

Besides personal prefs, the company can define RMM alert recipients and Service Desk routing (channels, escalation). Usually set by an admin / permitted technician.

1. Open RMM → Service Desk → Routing and notifications.
2. Check who gets critical alerts and how escalation looks.
3. Run a smoke test (test alert or a low threshold on a lab device) to confirm delivery.

• Service Desk routing = who should be notified about an event.
• If platform SMTP is misconfigured, mail will not leave — contact Darnet support.

CRM mail (quotes, protocols, correspondence)

CRM has a separate mail hub: mailboxes, senders and customer correspondence. This is not the same as RMM alert email — it is for documents and client conversations.

• CRM → Mail — correspondence inbox. From the client timeline, Send email on the card, or a linked quote, Cancel / Esc / backdrop returns to the source.
• The Show spam count uses the subject markers ([SPAM], spam:), not the HTML body.
• Full bodies stay about 90 days. Older mail not on a case or quote keeps a short preview — the inbox row stays. Mail on a case or quote is not truncated.
• CRM → Mail settings — mailboxes, company, senders (Reply-To).
• IMAP mailboxes use username/password and Secure TLS; Microsoft 365 uses an access token (optional refresh token and expiry). Sync range All reaches up to 10 years of mail.
• Protocols and quotes use company mail settings, not your personal Gmail.

Related

• First steps after login
• Service Desk — daily operations
• Roles, users and access