Define Default From Settings for a Global E-mail Account

A system administrator might want to control which e-mail addresses can be used to send e-mail from within CSM. Use the From Settings page to define allowed From Addresses for a POP, IMAP, or Microsoft Exchange account.

To define From settings:

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

   The E-mail Options window opens.

2. Click the Accounts page.
3. Select a POP account, IMAP account, or Exchange account that is configured.

   The E-mail Options window for a POP, IMAP, or Microsoft Exchange account opens.

4. Click the From Settings page.
5. Define general account information:
   1. Name: Provide a name for the account.
   2. Make Account Available to Users: Select this check box to allow Users to send e-mails from CSM using this account. If the account is only used by the E-mail and Event Monitor to scan incoming e-mails, leave the check box cleared so that Users never see the account.

      Note: If the general account information is defined in the settings for POP or IMAP accounts, or for Microsoft Exchange accounts, then it shows up here.

6. Define which From Addresses are allowed (select any or all of the following options):
   • Allow User’s E-mail Address: Select this check box to allow the User's e-mail address as a From Address.
   • Allow Arbitrary From Addresses: Select this check box to allow any valid e-mail address as a From Address.

     Note: This option is not recommended since this can be used for spam and to impersonate other Users. Also, most mail servers reject e-mails with unexpected From Addresses.

7. Provide a list of Legal From Addresses (example: servicedesk@mycompany.com, sales@mycompany.com, support@mycompany.com).
   Note: The e-mail server needs to be configured to allow these From Addresses from the account.
   • Add: Click to add a new e-mail address as a Legal From Address.
   • Edit: Click to edit an existing From Address.
   • Remove: Click to remove an e-mail address from the list.

     Note: If there is a list of Legal From Addresses, select one as the default From Address (click the Make Default Address button) that is automatically used for all e-mails sent from the account.

     Tip: If all e-mails sent from a global e-mail account in CSM should have the same From Address, add that address to the list of Legal From Addresses and clear the Allow User’s E-mail Address and Allow Arbitrary From Addresses check boxes.

8. Select where to send e-mails from, either:
   • Client: Select this radio button to have e-mails sent from the User's client machine.
   • Server: Select this radio button to have e-mails sent from the server.

     Note: Sending e-mail from a server puts an additional load on the server and should be used if only the server has access to the mail server for security reasons, or if there are CSM Users outside of the corporate firewall/network. If only a few Users need to send e-mail from the server, create a separate account for those Users.

   • Note: If you use Trusted Agents with the e-mail account, the e-mail source will automatically be set to Server.