Configure E-mail Monitor Behaviors

Monitor items, with their associated conditions and actions, are at the heart of E-mail Monitors. Monitor items determine how a Monitor behaves. When it finds a condition that is true, it executes the defined actions. Use the Monitors page in the E-mail and Event Monitor window (accessed from the E-mail and Event Monitoring Manager) to:

• Add new Monitor Items.
• Edit existing Monitor Items.
• Delete existing Monitor Items.
• Copy an existing Monitor Item, and then edit the settings as necessary.
• Change the order of the Monitor Items (use the up/down arrow buttons).

The Monitors page lists two items by default:

• Skip certain items: Configure rules for eliminating e-mails that the Monitor should not process.
• Default: Configure actions to execute if no other conditions in the list are found to be true.

Skip certain items is always at the top of the list, and Default is always at the bottom. Add new items between them. When adding a new item, define:

1. General settings for the Monitor Item: Name, description, and type of Business Object to associate with incoming e-mails.
2. How to identify existing records: Methods that CSM uses to identify existing records to associate with incoming e-mails.
3. Conditions for the Monitor: The conditions that must be met before the associated actions are executed.
4. Actions for the Monitor: The actions to execute if specified conditions are true.
   Note: The order of the items in the list is important. The system steps through the list of Monitor Items in order, until it finds one where the condition is true, and then it executes the associated actions. The system does not evaluate any other Monitor Items once it finds one to execute.