Define Default E-mail History Attachment Options

In the default system, e-mails are set up to be attached to records using Journal - Mail History Records.

Note: For e-mails to be attached to a Business Object as a Journal - Mail History Record, the Business Object must have a History Relationship. For e-mails to be attached to the Customer associated with a particular Business Object (ex: Incident), the Business Object must have a Customer Relationship (ex: Incident links Customer) with the CustomerInfo general attribute. This Relationship exists on most Major Business Objects in the default system, but should be added to any new objects created. For more information about Relationships, see the Relationships documentation.

Use the History page in the E-mail Options window to define e-mail history options, such as:

  • What types of records e-mails should be attached to, either:
    • The current Business Object.
    • Customers identified from the e-mail or Business Object.
      Note: 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.
  • A Conversation ID prefix that is used when Conversation IDs are embedded in e-mails. The option to embed Conversation IDs into outgoing messages is available in the account settings for the POP, IMAP, or Microsoft Exchange account.

    A Conversation ID is a unique, alphanumeric identifier that correlates an e-mail message with a particular conversation so that it can be associated with a CSM Record. CSM inserts Conversation IDs into e-mails to identify if a particular e-mail is a reply to a previous message that was associated with a specific Business Object record. A Conversation ID looks similar to the following: {CMI: ABCD1234}, where ABCD is an identifier for the particular CSM system (set this value in the History Attachment Options for a global e-mail account), and the numeric indicator is the specific Conversation ID. The number is automatically incremented for each message.

To define default e-mail history attachment options:

  1. In the CSM Administrator main window, select the E-mail and Event Monitoring category, and then select the E-mail Accounts and Settings task.

    The E-mail Options window opens.

  2. Click the History page.
  3. Define Default E-mail History Attachment Options: Specify which records get a Journal - Mail History Record when an e-mail is sent.
    • Current Record: Select this check box to attach e-mails to the Business Object record the User currently has in focus or has selected in a list of records (ex: An Incident Record in a search results list).
    • Current Record’s Customer: Select this check box to attach e-mails to the Customer associated with the current record.
    • Recipients in To Line: Select this check box to attach e-mails to the records of Customers that CSM can identify from e-mail addresses in the To line.
    • Recipients in Cc Line: Select this check box to attach e-mails to the records of Customers that CSM can identify from e-mail addresses in the Cc line.
    • Recipients in Bcc Line: Select this check box to attach e-mails to the records of Customers that CSM can identify from e-mail addresses in the Bcc line.

      Note: This option only applies to outgoing e-mail.

    • Parents of recipients (ex: Organization that contact works for): Select this check box to attach e-mails to the parent records of recipients. For example, if an e-mail recipient is a contact that works for a particular organization, the e-mail can be attached to the Company Record as well as the Customer Record.
  4. Define remaining e-mail history attachment options:
    1. Import file attachments automatically when sending e-mail: Select this check box if file attachments sent out in e-mails should, by default, be imported and attached as part of history. This will also import attachments from all system-generated e-mails (triggered by One-Step Actions, Automation Processes, etc.)
    2. Message Conversation ID Prefix: Provide a prefix for Conversation IDs that are embedded in the subject or body of e-mails sent from within CSM.

      Note: The prefix should be unique for the system or organization and should be between two and eight characters. If a value is not specified, a random value is created, but can be updated at any time to something relevant to the organization. In the message, the Conversation ID looks similar to the following: {CMI: ABCD1234}, where ABCD is the specified prefix, and the numeric indicator is the specific Conversation ID. The prefix is especially important for sending e-mails among multiple companies that use CSM (ex: If contacting Cherwell Support).

      Tip: Click the Information button InformationButton to view this same information.

  5. Click OK.

© Copyright 2018 Cherwell Software, LLC. All rights reserved.