Define Personal Microsoft Exchange Account Settings

If a User has E-mail security rights, they can customize and use a global Microsoft Exchange account (set up in CSM Administrator) or add their own personal e-mail account to send e-mail. Defining personal Exchange account settings 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 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.

To configure a Microsoft Exchange account in CSM:

1. From the CSM Desktop Client Menu bar, click Tools>Options.

   The CSM Options window opens.

2. Click the E-mail page.
3. Click Add.
4. Select Exchange account.
   Note: To 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 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.

      Note: If editing a global e-mail account, the name of the global account appears here. Change the name if necessary. Changing the name here does not affect the name of the global account in CSM Administrator.

7. Define Exchange Server Info:
   Note: If editing a global e-mail account, the server information for that account appears here. To change the server information (and have security rights), select the Custom Exchange Server check box, and define the custom server and security protocol settings.
   1. Exchange Domain: Provide the name of the Exchange Domain.
   2. Server (Client Access): Provide the name of the Exchange Client Access Server.

      Note: The Client Access Server might not be the same as the primary Exchange Server. Client Access is the web service used by CSM to talk to Exchange.

   3. Use SSL Connection: Select this check box to use SSL encryption for sending and receiving e-mails.

      Note: This is the default for Microsoft Exchange, but if the digital certificate is not appropriately configured, disable this option.

   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.

      Note: This option is not recommended because it can pose a security risk to the Exchange e-mail system.

8. Provide Account Information:
   Note: If editing a global e-mail account, the information for that account appears here. If the account information needs to be changed (and the User has security rights), select the Custom Account Information check box and provide the custom account information.
   1. User: Provide the User ID for the Exchange account.
   2. Password: Provide the password for the Exchange account.
9. Define Conversation ID options:
   Note: If editing a global e-mail account, the Conversation ID options for that account appear here. If the Conversation ID options need to be changed (and the user has security rights), click the Custom Conversation ID Settings check box and define the custom options.
   1. Add Conversation IDs to Outgoing Messages: Select this check box to include Conversation IDs in outgoing e-mails.

      Note: When a Conversation ID is found within an e-mail message, CSM can immediately find the record (ex: Incident) associated with the various e-mails. If Conversation IDs are not used, then it can still identify records, but it has to use less reliable techniques, such as comparing the details of the subject line.

   2. Specify where in the e-mail to include the Conversation ID, either:
      • Add to Subject Line: Select this radio button to include Conversation IDs in the subject line of outgoing e-mails.
      • Add to Body: Select this radio button to include Conversation IDs in the body of outgoing e-mails.

        Note: Do not delete Conversation IDs from e-mail messages. Doing so makes it harder for CSM to associate Customer replies with the correct record.

10. Click the Test Account button to ensure that e-mails can be sent from within CSM using this account.

    A test e-mail is sent to the current User.

    Note: All required Exchange Server information must be filled in before testing the account.
11. Click OK, or click the Options page and specify the From Addresses that are allowed for outgoing e-mails.