| Attempt to find existing record
|
Select this check box before selecting any
options for identifying existing records
|
| Look for
Cherwell Service Management conversation ID
|
CSM identifies an existing record from the Conversation ID in an e-mail
message.
Note:
This is the simplest and most reliable way of finding an
existing record, but it only works if an incoming e-mail is a reply to a
CSM e-mail. When an e-mail is sent out from
CSM, a Conversation ID can be embedded in either the message body or the
subject. If the message is not a reply to a
CSM message, or if the User deleted the Conversation ID, then this
option does not work.
|
| Try to match based on subject
|
CSM identifies an existing record based on the subject line of an e-mail
message.
- Ignore Short Subjects:
CSM ignores subject lines that are less than 10 characters.
Note:
For this option to work correctly, the original e-mail must
be attached to an Incident.
Note:
This option is not as reliable as using Conversation IDs.
People often use similar subjects for different issues (ex: have problem).
Checking Ignore Short Subjects increases the reliability, as subjects with only
one or two words are less likely to be unique.
|
| Search subject for ID
|
CSM identifies an existing record from a Record ID in the subject of an
e-mail message. This is useful receiving messages from automated systems, or if
e-mail senders use a template that always includes the Record ID in the
subject.
|
| Look for number
|
CSM searches an e-mail subject for the first whole number.
|
| Number at end of subject
|
CSM searches for a number as the last item in an e-mail subject
|
| After term
|
CSM searches for a Record ID that appears after a particular term.
Provide the term (ex: Incident) and select either:
- End of Line: Searches everything in the subject, starting
from the specified term until the end of the subject.
- Next Word/Number: Searches only the word or number after
the specified term.
|
| Between
|
CSM searches for a Record ID between two specified terms, and then
provide the terms.
|
| Search body for ID
|
CSM identifies an existing record from a Record ID in the body of an
e-mail message.
|
| After term
|
CSM searches for a Record ID that appears after a particular term.
Provide the term (ex: Incident) and select either:
- End of Line: Searches everything in the subject, starting
from the specified term until the end of the message body.
- Next Word/Number: Searches only the word or number after
the specified term.
|
| Between
|
CSM searches for a Record ID between two specified terms, and then
provide the terms.
|
| Ignore Closed records
|
Excludes closed records from the search for an existing
record.
Note: This option refers to the
final state of the Business Object chosen in the general settings and varies
depending on the object (ex: the final state for an Incident is Closed, for a
Knowledge Article is Retired, and for a Change Request is Completed). If a
Business Object does not have a final state (ex: Approval), then this option is
not available.
|
