Define Global Microsoft Exchange Account Settings

Setting up a Microsoft Exchange account requires:

• A name for the e-mail account.
• Exchange Server information.
• Account credentials.
• Options for adding Conversation IDs to outgoing messages.

  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.

• From Addresses that are allowed for sending e-mails from CSM.
  Note: The padlock button in each of the sections determines if Users can override administrative settings when they customize a global e-mail account by defining their own personal e-mail settings. By default, server settings are locked and credentials are unlocked so that Users can enter their own usernames and passwords. Click the padlock buttons to change the defaults.

To configure a global Microsoft Exchange account:

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. Click Add.
4. Select Exchange.

   Tip: Users can also edit or copy an existing account. Click Edit to modify the settings for an existing e-mail account. Click Copy to copy the settings for an existing e-mail account, and then modify them as necessary.

   The E-mail Options window for an Exchange account opens.

5. Click the Exchange Server page.
6. Define general account information:
   1. Name: Provide a name for the Exchange 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 Users never see the account.
7. Define Exchange server Info:
   1. Exchange Domain: Provide the name of the Exchange domain.
   2. Server (Client Access): Provide the name of the Exchange Client Access server. Client Access is the web service used by CSM to connect with Exchange.
   3. Use SSL Connection: Select this check box to use SSL encryption for sending and receiving e-mails.
   4. Allow Invalid Server Certificate: Select this check box to allow e-mails to be sent and received even when the digital certificate is invalid.
      Warning: This option is not recommended, as it can pose a security risk to the Exchange e-mail system.
8. Enter Account Information:
   1. User: Provide the e-mail address for the Exchange account.
   2. Password: Provide the password for the Exchange account.

      Note: Leave the user name and password blank to allow Users to enter their own credentials. Also, ensure that the padlock button is unlocked. If it is locked, click the image and select Users Can Change Credentials. If all Users use the same credentials, or if this account is used by an automated process like the E-mail and Event Monitor, provide credentials here.

9. Define Conversation ID options:
   1. Add Conversation IDs to Outgoing Messages: Select this check box to include Conversation IDs in outgoing e-mails. Implementing Conversation IDs increases reliability when attempting to locate e-mails discussing specific Records.
   2. Specify where in the e-mail to include the Conversation ID, either:
      • Add to Subject Line: Select this radio button to include the Conversation ID in the subject line of outgoing e-mails.
      • Add to Body: Select this radio button to include Conversation ID in the body of outgoing e-mails.
10. Click the Test Account button to ensure e-mails can be sent from within CSM using this account.

    A test e-mail is sent to the current User. All required Exchange server information must be filled in before the account to be tested. Testing the account only confirms that the account was successfully linked to CSM. It does not confirm that the account is compatible with the e-mail monitor.

11. Optional: Click the From Settings page and specify the addresses and settings associated with outbound e-mails.
12. Optional: Click the Trusted Agents page and define how Trusted Agents should be used with this account.