Define Where to Store E-mail History

Use the e-mail history attachment options in the E-mail Message window to define which Business Object Records to attach an e-mail to as a Journal - Mail History Record after it is sent. Attach e-mails to:

• Business Objects (example: Incidents).
• Customer Records that CSM identifies from the e-mail addresses of the recipients.
  Note: If using a global e-mail account to send an e-mail, it has default e-mail history attachment options configured. Use the defaults or override them using the e-mail history attachment options in the E-mail Message window. If using a personal e-mail account to send an e-mail, define the e-mail history attachment options in the E-mail Message window.

To define e-mail history attachment options:

1. Open an E-mail Message window.
2. Select e-mail history attachment options:

   Attach to Current Item Attach the e-mail to the current record (for example, current Incident, current Problem, etc.). Note: This option is only available if there is a current record. Attach to Recipients Attach the e-mail to any of the Customer Records associated with recipients in the To or Cc lines.

3. Click the Options button to select recipients.
   Note: This option is only available when the Attach to Recipients check box is selected.
   1. Define Recipient Attachment Options:
      • Attach to recipients in To line: Select this check box to attach the e-mail to the records of Customers that CSM can identify from e-mail addresses in the To line.
      • Attach to recipients in Cc line: Select this check box to attach the e-mail to the records of Customers that CSM can identify from e-mail addresses in the Cc line.
      • Attach to recipients in the Bcc line: Select this check box to attach the e-mail to the Customer Records of the recipients in the Bcc line.
      • Attach to parents of recipients (for example, company that contact works for): Select this check box to attach the e-mail to the parent records of recipients (ex. If an e-mail recipient is a contact that works for a particular company, the e-mail can be attached to the Company Record as well as the Customer Record).

   2. Click OK.

4. Send the e-mail and it is attached to the specified records.