Define Default Email History Attachment Options

Using Journal - Mail History Records, you can define default settings for attaching email history to records.

Use the History page in the E-mail Options window to define email history options, such as:

• What types of records emails should be attached to, either:
  • The current Business Object.
  • Customers identified from the email or Business Object.
    Note: The email history attachment options selected here are set as defaults, but users can override them using the email history attachment options in the E-mail Message window.
• A Conversation ID prefix that is used when Conversation IDs are embedded in emails. The option to embed Conversation IDs into outgoing messages is available in the account settings for the POP, IMAP, or Microsoft Exchange account.

  A Conversation ID is a unique, alphanumeric identifier that correlates an email message with a particular conversation so that it can be associated with a CSM Record. CSM inserts Conversation IDs into emails to identify if a particular email 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 email account), and the numeric indicator is the specific Conversation ID. The number is automatically incremented for each message.

To define default email history attachment options:

1. In the CSM Administrator main window, select the E-mail and Event Monitoring category, and then select the E-mail Accounts and Settings task.

   The E-mail Options window opens.

2. Select the History page.
3. Define Default E-mail History Attachment Options: Specify which records get a Journal - Mail History Record when an email is sent.
   • Current Record: Select this check box to attach emails to the Business Object record the user currently has in focus or has selected in a list of records (example: An Incident Record in a search results list).
   • Current Record’s Customer: Select this check box to attach emails to the customer associated with the current record.
   • Recipients in To Line: Select this check box to attach emails to the records of customers that CSM can identify from email addresses in the To line.
   • Recipients in Cc Line: Select this check box to attach emails to the records of customers that CSM can identify from email addresses in the Cc line.
   • Recipients in Bcc Line: Select this check box to attach emails to the records of customers that CSM can identify from email addresses in the Bcc line.

     Note: This option only applies to outgoing email.

   • Parents of recipients (example: Organization that contact works for): Select this check box to attach emails to the parent records of recipients. For example, if an email recipient is a contact that works for a particular organization, the email can be attached to the Company Record as well as the Customer Record.
4. Define remaining email history attachment options:
   1. Import file attachments automatically when sending email: Select this check box if file attachments sent out in emails should, by default, be imported and attached as part of history. This will also import attachments from all system-generated emails (triggered by One-Step™ Actions, Automation Processes, etc.)
   2. Message Conversation ID Prefix: Provide a prefix for Conversation IDs that are embedded in the subject or body of emails sent from within CSM.

      Note: The prefix should be unique for the system or organization and should be between two and eight characters. If a value is not specified, a random value is created, but can be updated at any time to something relevant to the organization. In the message, the Conversation ID looks similar to the following: {CMI: ABCD1234}, where ABCD is the specified prefix, and the numeric indicator is the specific Conversation ID. The prefix is especially important for sending emails among multiple companies that use CSM (example: If contacting Cherwell Support).

      Tip: Select the Information button to view this same information.
5. Select OK.