Define Global POP or IMAP Account Settings

You can configure a POP or IMAP account to send and receive email through CSM. As a prerequisite, gather the required information before starting the configuration process.

Setting up a POP or IMAP account requires:

A name for the email account.
Incoming (POP or IMAP) and outgoing (SMTP) email server information, including the:
- Location of the mail server.
- Security protocol.
- Account credentials.
Options for adding Conversation IDs to outgoing messages.
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.
From Addresses that are allowed for sending emails from CSM.
Note: The padlock button in each of the sections determines if users can override administrative settings when they personalize a global email account by defining their own personal email settings. By default, server settings are locked and credentials are unlocked so that Users can enter their own user names and passwords. Select the padlock buttons to change the defaults.

To set up a POP or IMAP account:

Note: The options for a POP or IMAP account are the same. The ports are different and are listed in step 6c.

In the CSM Administrator main window, select the E-mail and Event Monitoring category, and then select the Edit E-mail Accounts and Settings task.
Select the Accounts page on the E-mail Options window opens.
Select Add, and then select POP account or IMAP account.
Tip: Users can also edit or copy an existing account. Select Edit to modify the settings for an existing email account. Select Copy to copy the settings for an existing email account, then modify them as necessary.
The Incoming Server page should be open as the default.
Define general incoming server (POP or IMAP) settings:
1. Name: Provide a name for the account.
  Tip: When defining a test account, use names such as MyDevAccount or DevTestAccount. This naming convention allows users to quickly identify test accounts in the system.
2. Make Account Available to Users: Select this check box to allow users to send emails from within CSM using this account. If the account is only used by the E-mail and Event Monitor to scan incoming emails, leave the check box cleared so that users never see the account.
3. To use Google Authentication for G Suite accounts, select the Use Credentials-Based Authentication check box.
  Note: You can use credentials-based authentication on the incoming server, the outgoing server, or both.
Define incoming mail server (POP or IMAP) information:
1. Incoming Mail Server: Provide the name of the POP or IMAP server.
2. Security: Select a security protocol in the drop-down list:
  - Auto: Select this option to have CSM select the best method to use. It selects the most secure method available in order to prevent transmission of unencrypted User IDs and passwords, if possible.
  - Basic: Select this option to have User IDs and passwords passed as plain text.
  - SSL: Select this option to use SSL encryption (a Server Certificate is required).
  - SSL with No Authentication (IMAP only): Select this option to use SSL encryption only (no Server Certificate is required).
  - TLS (IMAP only): Select this option to use the TLS protocol.
    Note: The mail server must support the selected security mode.
3. Custom Port: Select this check box to enter a port for the POP or IMAP server that is different than the default.
  Note: For POP servers, the default port is 110 (the SSL port is 995). For IMAP servers, the default port is 143 (the SSL port is 993).
Enter account information:
1. User Name: Provide the user name for the email account.
2. Password: Provide the password for the email account. This field is deactivated if you use credentials-based authentication.
  Note: Leave the user name and password blank to allow Users to provide their own credentials. Also, ensure the padlock button is unlocked . If it is locked, click it and select Users Can Change Credentials. If all Users will use the same credentials, or if this account will be used by an automated process like the E-mail and Event Monitor, provide credentials here.
3. Credentials: Select the Google credential you want to use. You can also configure a new set of credentials in the E-mail Credentials Manager.
4. Mailbox (IMAP only): Select the mailbox (example: Inbox) from the drop-down list where the incoming mail should be stored.
Select the Outgoing Server page.
Define outgoing mail server (SMTP) information:
1. Outgoing Mail Server (SMTP): Provide the name of the SMTP server.
2. Security: Select a security protocol in the drop-down list:
  - Auto: Select this option to have CSM select the best method to use. It selects the most secure method available in order to prevent transmission of unencrypted User IDs and passwords, if possible.
  - Basic: Select this option to have User IDs and passwords passed as plain text.
  - SSL: Select this option to use SSL encryption (a Server Certificate is required).
  - TLS: Select this option to use the TLS protocol.
    Note: The mail server must support the selected security mode.
3. Custom Port: Select this check box to enter a port for the SMTP server that is different than the default (default port is 25, SSL port is 465).
Specify account information:
1. Requires Authentication: Select this check box if the SMTP server requires authentication and select one of the following options:
  - Use Same Settings as My Incoming Server: Select this radio button if the user name and password for the SMTP server are the same as the incoming server. If you use credentials for the incoming server
  - Log on Using: Select this radio button to specify a user name and password that is different from the incoming server settings and provide the user name and password. If you want to use credentials, choose a certificate or private key.
    Note: To allow Users to enter their own credentials, leave the user name and password blank and ensure that the padlock button is unlocked . If it is locked, click it and select Users Can Change Credentials.
Define conversation ID options:
1. Add Conversation IDs to Outgoing Messages: Select this check box to include Conversation IDs in outgoing emails.
  Note: When a Conversation ID is found within an email message, CSM can immediately find the record (example: Incident) associated with the various emails. If Conversation IDs are not used, then it can still identify records, but it has to use less reliable techniques, such as comparing the details of the subject line.
2. Specify where in the email to include the Conversation ID, either:
  - Add to Subject Line: Select this radio button to include the Conversation ID in the subject line of outgoing emails.
  - Add to Body: Select this radio button to include the Conversation ID in the body of outgoing emails.
    Note: Do not delete Conversation IDs from email messages. Doing so makes it harder for CSM to associate customer replies with the correct record.
Select the Test Account button to ensure that emails can be sent from within CSM using this account.
A test email is sent to the current user.
Note: All required Incoming and Outgoing Server information must be completed before testing the account.
Optional: Select the From Settings page and specify the addresses and settings associated with outbound emails.
Optional: Select the Trusted Agents page and define how Trusted Agents should be used with this account.