Recommendations for Implementing Email Monitoring in CSM

When implementing Email Monitoring in CSM, follow this guide for recommendations of how to avoid common mistakes and troubleshoot common issues.

Keep in mind the following tips when implementing Email Monitors:

• Avoid having multiple customer records in CSM with the same name. Duplicate records may cause errors if an email comes in from an email address matching one of the duplicates.
• Avoid special characters in attachment names on incoming emails if possible. Special characters in email attachment names are likely to cause errors.
• Avoid allowing non-numeric characters in Incident IDs. Email Monitors may have difficulty finding Incident IDs in incoming emails when they contain letters or special characters.
• Avoid sending emails from the same email address as the recipient address. By default, emails with matching to and from addresses will be skipped. This setting can be disabled in a blueprint; however, doing so may result in a send loop. See Define General Options for an Email Monitor.
• Ensure that the monitor items for your Email Monitors are arranged in the order in which you want them to process emails. Monitor items being out of order can cause new emails to be read by the Email and Event Monitor Service, but appear not to be processed. For more information on how to adjust the order of your monitor items, see Define Monitor Items for an E-mail Monitor.
• Ensure that your email accounts' credentials are correct. Incorrect credentials will often cause the error message: "The request failed with HTTP status 401: Unauthorized." For more information on how to adjust account credentials, see Configure a Global Email Account. If you continue to see that error after correcting account credentials, please refer to the Cherwell Software Knowledge Base for more potential solutions.
• If automated emails are common in your organization, consider including rules that skip emails in which the subject contains phrases that identify emails as automated in order to prevent infinite loops. See Configure Skip Item Rules for an Email Monitor.

• Refer to the DevExpress list of supported and unsupported HTML tags (see https://docs.devexpress.com/WPF/9136/controls-and-libraries/rich-text-editor/html-import-and-export/html-support-limitations?utm_source=SupportCenter&utm_medium=mail&utm_campaign=docs-feedback&utm_content=T987950__;) for information on appropriate tagging.

  For example, if the Email Monitor is processing a message to create a Business Object, and the message contains the following:

                                      <input type="text"
  value="Some text">
                                  

  The value

  "Some text"

  is stripped out and does not appear in the description because input is not a supported HTML tag.