Define Personal POP or IMAP Account Settings

Users who have email security rights can customize and use a global POP or IMAP account (set up in CSM Administrator), or add their own personal email account to send email.

Defining personal POP or IMAP account settings requires:

A name for the email account.
Incoming and outgoing 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.

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.

From the CSM Desktop Client menu bar, go to Tools > Options.
The Options window opens.
Select the E-mail page.
Select Add, then choose POP account or IMAP account.
Tip: Users can also edit or copy an existing account (unless it is a credential-based 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 E-mail Options window for a POP or IMAP account opens.
Select the Incoming Server page.
Define general incoming server (POP or IMAP) settings:
1. Name: Provide a name for the account.
  Note: If editing a global email account, the name of the global account appears here. Change the name if necessary. Changing the name here does not affect the name of the global account in CSM Administrator.
  Note: The Use Credential-Based Authentication option is disabled. You can't create or edit a credential-based email account from the CSM Desktop Client; this must be done in CSM Administrator. If you have an existing credential-based account, the Edit, Delete, and Copy buttons are disabled.
Specify incoming mail server (POP or IMAP) information:
Note: If editing a global email account, the server information for that account appears here. If the server information needs to be changed (and the User has the correct security rights), select the Custom Server check box, and define the custom server and security protocol settings.
1. Incoming Mail Server: Provide the name of the POP or IMAP server.
2. Security: Select a security protocol in the drop-down:
  - Auto: CSM figures out 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: User IDs and passwords are passed as plain text.
  - SSL: Uses SSL encryption (a Server Certificate is required).
  - SSL with No Authentication (IMAP only): Uses SSL encryption only (no Server Certificate is required).
  - TLS (IMAP only): Uses 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:
Note: If editing a global email account, the information for that account appears here. If a change to the account information (and have security rights), select the Custom Account Information check box, and provide the custom account information.
1. User Name: Provide the user name for the email account.
2. Password: Provide the password for the email account.
3. Credentials: This field is disabled in the Desktop Client. Credential-based email accounts must be set up in CSM Administrator.
4. Mailbox (IMAP only): Select the mailbox (example: Inbox) where incoming mail should be stored.
Select the Outgoing Server page.
Define general outgoing server settings:
1. Name: If a name is not specified on the Incoming Server page, provide a name for the account.
  Note: If editing a global email account, the name of the global account appears here. Change the name if necessary. Changing the name here does not affect the name of the global account in CSM Administrator.
Specify outgoing mail server (SMTP) information:
Note: If editing a global email account, the server information for that account appears here. If the server information needs to be changed (and the User has security rights), select the Custom Server check box, and define the custom server and security protocol settings.
1. Outgoing Mail Server (SMTP): Provide the name of the SMTP server.
2. Security: Select a security protocol:
  - Auto: Select this option to have CSM to figure out 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 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:
Note: If editing a global email account, the information for that account appears here. If the account information needs to be changed (and User has security rights), click the Custom Account Information check box and provide the custom 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 if the user name and password for the SMTP server are the same as the incoming server.
  - Log on Using: Select to specify a user name and password that is different from the incoming server settings, and provide the user name and password.
Define Conversation ID options:
Note: If editing a global email account, the Conversation ID options for that account appear here. If the Conversation ID options need to be changed (and the User has security rights), select the Custom Conversation ID Settings check box, and define the custom 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 to include the Conversation ID in the subject line of outgoing emails.
  - Add to Body: Select 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 Test Account 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 filled in before testing the account.
Select OK, or select the Options page and specify the From Addresses that are allowed for outgoing emails.