Demo CSM Email Monitor

CSM provides a demo Email Monitor that includes several defined Monitor Items. Start with this Monitor when testing the CSM email system. Later, create a new Email Monitor to meet organizational needs.

All demo Monitor Items scan incoming emails for an existing customer (using the Email Field of the Customer - Internal Business Object). If an existing Customer is not found, the Monitor uses the default Customer Record as a placeholder.

The following is a summary of the demo Email Monitor Items:

• Skip Certain Items: Skip Item Rules are defined criteria that determine which emails from a monitored account are discarded (and not processed). For example, anything identified by a spam filter can be thrown out automatically. Also, specify recipient addresses so that items such as global company announcements can be ignored (and Incidents are not created from them). Skip Certain Items is always the first in the list of Monitor Items, and it cannot be deleted.
• Reopen Incident: The Reopen Incident Monitor Item scans incoming emails for a Conversation ID associated with an existing Incident Record. If an existing record is found, the Monitor searches the Subject line of the email for the phrase Reopen. If the Subject line matches, the Monitor executes an Action that reopens the Incident.
• Change Approved: The Change Approved Monitor Item scans incoming emails for a Conversation ID associated with an existing Approval Record. If an existing record is found, the Monitor searches the Subject line of the email for the phrase Change Request Approved. If the Subject line matches, the Monitor executes an Action that changes the Approval status of the Change Record to Approved.
• Change Denied: The Change Denied item scans incoming emails for a Conversation ID associated with an existing Approval Record. If an existing record is found, the Monitor searches the Subject line of the email for the phrase Change Request Denied. If the Subject line matches, the Monitor executes an Action that changes the Approval status to Denied.
• Change Abstained: The Change Abstained item scans incoming emails for a Conversation ID associated with an existing Approval Record. If an existing record is found, the Monitor searches the Subject line of the email for the phrase Change Request Abstained. If the Subject line matches, the Monitor executes an Action that changes the Approval status to Abstained.
• Update Existing Incident: The Update Existing Incident item scans incoming emails for a Conversation ID associated with an existing Incident Record. If an existing record is found, the Monitor attaches the email to the Incident (including any email attachments).
• Default: The Default Monitor Item consists of actions that a Monitor performs if no other conditions are true. Default is always the last item in the list of Monitor Items, and it cannot be deleted. It is configured the same way as a new Monitor Item, except that it has no Conditions page. Its built-in condition is that none of the actions for the other Monitor Items were executed because their conditions were not met. By default, this Monitor Item creates a new Incident from the email.