About CSM E-mail Accounts

E-mail accounts enable Users to send e-mail messages directly from within CSM using the E-mail Message window. When sending e-mails:

• Select e-mail recipients from the CSM Address Book.
• Add an attachment to an e-mail.
• Define where to store e-mail history to capture and track e-mail correspondence in Journals.

E-mails can be sent from either a global account (configured by an administrator) or a personal e-mail account (configured by Users in CSM). Users with E-mail security rights can personalize and use a global e-mail account. Users can also configure a personal account for special circumstances, such as sending e-mail from home or an off-site location.

CSM supports the following types of e-mail accounts for both global and personal accounts:

• POP/SMTP (or POP3): A simple and very common mail server format for incoming e-mail.
• IMAP/SMTP (or IMAP4): A more advanced mail protocol than POP and is generally considered more secure and has additional options for dealing with server-based mail. However, fewer mail services provide IMAP support.
• Microsoft^® Exchange: The Exchange Server handles both incoming and outgoing e-mails. See the System Requirements for supported versions.

When an e-mail account (either global or personal) is set up, it can also be used in several ways to send e-mail from various locations or to automate e-mails:

• Create a One-Step Action with a Send an E-mail Action.
• Add an E-mail Action to toolbars, Menu bars, Dashboards, Action Catalogs, Task Pane, etc.
• Add an E-mail One-Step Action or Action to an Automation Process.
• Use the E-mail and Event Monitor to monitor an e-mail account (example: Set up a monitor to automatically create Incident Records from e-mails received in the monitored account).