Configuring E-mail Accounts

Complete the following procedures to configure e-mail accounts. Configuration procedures are completed in CSM Administrator and the CSM Desktop Client.

To configure e-mail accounts:

1. Configure e-mail security rights.
2. Configure global e-mail accounts: Global e-mail accounts are configured in CSM Administrator. If a User has security rights, they define personal e-mail settings in the CSM Desktop Client to customize the account and use it to send e-mails. Make the account unavailable to Users and set it up solely as a monitored account (using the E-mail and Event Monitor).
3. Define default e-mail history attachment options: Define which records to have e-mails attached to (as Journal - Mail History Records). The e-mail history attachment options selected here are set as defaults, but Users can override them using the e-mail history attachment options in the E-mail Message window in the CSM Desktop Client.
   Note: The Business Objects might also need to be configured to receive e-mail history (see Define Default E-mail History Attachment Options) or to allow Users to e-mail Customers from a Business Object Record. For e-mails to be sent to the current Customer on a particular Business Object (example: Incident), the Business Object must have a Customer Relationship (example: Incident links Customer) with the CustomerInfo general attribute. This Relationship exists on most Major Business Objects in the OOTB system, but should be added to any new objects created. If a User tries to send an e-mail to a Customer, and CSM cannot find a Relationship with this attribute, it returns a Customer e-mail address was not found error message. For more information about Relationships, see the Relationships documentation.
4. Configure personal e-mail accounts in the CSM Desktop Client: Customize a global e-mail account or configure a personal account for special circumstances such as sending e-mail from home or an off-site location.