Define Identify Existing CSM Records Options

Use the ID Existing Record page to define how the system should find existing records and associate them with incoming emails.

To define how to identify existing CSM records:


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 email message. Note: This is the simplest and most reliable way of finding an existing record, but it only works if an incoming email is a reply to a CSM email. When an email 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 email message. Ignore Short Subjects: CSM ignores subject lines that are less than 10 characters. Note: For this option to work correctly, the original email 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 (example: 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 email message. This is useful receiving messages from automated systems, or if email senders use a template that always includes the Record ID in the subject.
Look for number	CSM searches an email subject for the first whole number.
Number at end of subject	CSM searches for a number as the last item in an email subject
After term	CSM searches for a Record ID that appears after a particular term. Provide the term (example: 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 email message.
After term	CSM searches for a Record ID that appears after a particular term. Provide the term (example: 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 or stage of the Business Object chosen in the general settings and varies depending on the object (example: 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 (example: Approval), or final stage, then this option is not available.