| Attach e-mail to [Business Object (example:
Incident)]
|
Attaches incoming emails to Business Objects as Journal - Mail
History Records. |
| Import attachments as part of e-mail
|
Imports email attachments along with incoming emails.
Options: Select this button to define rules for
attachments.
- All Attachments/Files: Select this radio button to include
all Attachments/files from the selected Business Object/directory.
- First: Select this radio button to include the first
defined number of Attachments/files from the selected Business
Object/directory. Then, provide a number or use the up/down arrows to
increase/decrease the number.
- Last: Select this radio button to include the last defined
number of Attachments/files from the selected Business Object/directory. Then,
provide a number or use the up/down arrows to increase/decrease the number.
Note: If
First
or Last is selected, Attachments/files are
sorted in alphabetical order if they are from a directory, and by the order of
appearance on the Business Object's Attachment Bar if they are from a Business
Object.
- Include Attachment/File: Select this check box to include
Attachments/files based on file masks (include Attachments/files that contain
certain characters, words, file extensions, etc.). Then, specify the file
masks, using semicolons to separate each mask.
- Exclude Attachment/File: Select this check box to include
Attachments/files based on file masks (include Attachments/files that contain
certain characters, words, file extensions, etc.). Then, specify the file
masks, using semicolons to separate each mask.
- Minimum Size: Select this check box to include Attachments/files that are of a
minimum defined size. Then, provide a number or use the up/down arrows to
increase/decrease the number. In the drop-down list, select kilobyte or megabyte.
- Maximum Size: Select this check box to include
Attachments/files that are of a maximum defined size. Then, provide a number or
use the up/down arrows to increase/decrease the number. In the drop-down,
select kilobyte or megabyte.
|
| Attach e-mail attachments to [Business Object
(example: Incident)]
|
Attaches email attachments to Business Object Records (not just to the internal
copy of the e-mail).
Note: If this option is selected, email attachments are stored in Business Object
Records as Attachments. For additional information, refer to the Attachments.
|
| Preserve inline images within e-mail body
|
Preserves images within the body of incoming emails with the text of the email.
Note: The target Field must be
configured to store
Rich
Text for this to work correctly.
|
| Attach inline images to [Business Object
(example: Incident)]
|
Attaches images within the body of incoming emails to the selected
Business Object. |
| Attach e-mail to Customers
|
Attaches incoming emails to Customer Records as Journal - Mail History Records.
Select the Options button to define which Customer Records to
attach emails to:
- Attach to Customer (From Address): Select this check box
to attach emails to Customer Records that are identified from the addresses in the
From line.
- Attach to Customers in Cc Line: Select this check box to
attach emails to Customer Records that are identified from email addresses in the
CC line.
- Attach to Parents of Customers (example: company that
contact works for): Select this check box to attach emails to Parent Records of
Customer Records (example: If an email sender is a contact that works for a
particular company, the email can be attached to the Company Record as well as the
Customer Record).
Note: This capability, along with the ability to attach to a particular Business
Object, can mean that an incoming email is attached to a specific Incident, the
Customer who sent the email, other Customers who were also CC’d on the message,
and even to the company for whom the Customer works. This powerful feature means
that the communication history about a particular record can be seen or all
communication from a particular Customer or company (although, of course, there is
the potential for significant overhead).
|
| Store e-mail as plain text
|
Discards Rich Text formatting contained in incoming emails and
stores them in the Journal - Mail History Record as plain text. Do this to reduce the
amount of space used by messages. |
| Add
|
Select to select actions from a list. The following actions are available:
- Create New [Business Object (example: Incident)]: Creates a new Business Object
Record (of the type selected in the General page
of the Event Monitor Condition and Action window) based on information from
incoming e-mails. Specify which Fields are populated with email contents and the
values of those Fields.
To retrieve data from within an email message, insert
the appropriate Email Contents item (example: body) into the Template section of
the Field to populate (Selector button>E-mail Contents, or
right-click>E-mail Contents), and then right-click the Token and select
Modifiers. Use Modifiers such as Text After and Text Between to extract the text
wanted from the email message. If no options are selected any options for identifying an existing record and
an existing Business Object is not updating, it is typical (though not required)
for the first action to be Create New [Business Object (example: Incident)].
Otherwise, no record is created for other actions to run against.
- Add to a Queue: Determines which CSM Queue the Business
Object Record (of the type selected in the General page
of the Event Monitor Condition and Action window) is added to (example: New
Request Queue) after it is created or updated. Select the ellipses button to open
the Queue Manager and select a Queue.
- Run a One-Step Action: Runs a One-Step Action related to the Business Object Record (of the type
selected in the General page of the Event Monitor Condition and Action window).
Select the ellipses button to select an existing One-Step Action or create a new one.
If a
One-Step Action is created or edited from here, that One-Step Action has access to email-specific data, such as the email
address of the sender, the subject line, etc. If the One-Step Action is created elsewhere and needs to reference One-Step Action Tokens, set Show Custom Tokens to Email on the
Conditions page of the One-Step Action.
|
| Edit
|
Edit the highlighted section.
|
| Copy
|
Create a copy of the selected action.
|
| Delete
|
Delete the selected action.
|
| Up/Down Arrows
|
Change the order of the selected actions.
|