Define Personal POP or IMAP Account Settings

Users who have E-mail security rights can customize and use a global POP or IMAP account (set up in CSM Administrator), or add their own personal e-mail account to send e-mail.

Defining personal POP or IMAP account settings requires:

  • A name for the e-mail account.
  • Incoming and outgoing e-mail server information, including:
    • The location of the mail server.
    • Security protocol.
    • 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.

To set up a POP or IMAP account:

Note: The options for a POP or IMAP account are the same. The Ports are different and are listed in step 6c.
  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 and select POP account or IMAP account.

    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, then modify them as necessary.

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

  4. Click the Incoming Server page.
  5. Define general incoming server (POP or IMAP) settings:
    1. Name: Provide a name for the 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.

  6. Specify incoming mail server (POP or IMAP) information:
    Note: If editing a global e-mail account, the server information for that account appears here. If the server information needs to be changed (and the User has the correct security rights), select the Custom Server check box, and define the custom server and security protocol settings.
    1. Incoming Mail Server: Provide the name of the POP or IMAP server.
    2. Security: Select a security protocol in the drop-down:
      • Auto: Select this option to have CSM figure out the best method to use. It selects the most secure method available in order to prevent transmission of unencrypted User IDs and passwords, if possible.
      • Basic: Select this option to have User IDs and passwords passed as plain text
      • SSL: Select this option to use SSL encryption (a Server Certificate is required).
      • SSL with No Authentication (IMAP only): Select this option to use SSL encryption only (no Server Certificate is required).
      • TLS (IMAP only): Select this option to use the TLS protocol.

        Note: The mail server must support the selected security mode.

    3. Custom Port: Select this check box to enter a port for the POP or IMAP server that is different than the default.

      Note: For POP servers, the default port is 110 (the SSL port is 995). For IMAP servers, the default port is 143 (the SSL port is 993).

  7. Enter Account Information:
    Note: If editing a global e-mail account, the information for that account appears here. If a change to the account information (and have security rights), select the Custom Account Information check box, and provide the custom account information.
    1. User Name: Provide the user name for the e-mail account.
    2. Password: Provide the password for the e-mail account.
    3. Mailbox (IMAP only): Select the mailbox (example: Inbox) for the drop-down where incoming mail should be stored.
  8. Click the Outgoing Server page.
  9. Define general outgoing server settings:
    1. Name: If a name is not specified on the Incoming Server page, provide a name for the 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.

  10. Specify outgoing mail server (SMTP) information:
    Note: If editing a global e-mail account, the server information for that account appears here. If the server information needs to be changed (and the User has security rights), click the Custom Server check box, and define the custom server and security protocol settings.
    1. Outgoing Mail Server (SMTP): Provide the name of the SMTP server.
    2. Security: Select a security protocol in the drop-down:
      • Auto: Select this option to have CSM to figure out the best method to use. It selects the most secure method available in order to prevent transmission of unencrypted User IDs and passwords, if possible.
      • Basic: Select this option to have User IDs and passwords passed as plain text
      • SSL: Select this option to use SSL encryption (a Server Certificate is required).
      • TLS: Select this option to use the TLS protocol.

        Note: The mail server must support the selected security mode.

    3. Custom Port: Select this check box to enter a port for the SMTP server that is different than the default (default port is 25, SSL port is 465).
  11. Specify 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 User has security rights), click the Custom Account Information check box and provide the custom account information.
    1. Requires Authentication: Select this check box if the SMTP server requires authentication, and select one of the following options:
      • Use Same Settings as My Incoming Server: Select this radio button if the user name and password for the SMTP server are the same as the incoming server.
      • Log on Using: Select this radio button to specify a user name and password that is different from the incoming server settings, and provide the user name and password.
  12. 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), select 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 the Conversation ID in the subject line of outgoing e-mails.
      • Add to Body: Select this radio button to include the Conversation ID 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.

  13. 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 Incoming and Outgoing Server information must be filled in before testing the account.
  14. Click OK, or click the Options page and specify the From Addresses that are allowed for outgoing e-mails.
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