General Settings Options for an Outlook Integration

Select this check box to automatically associate incoming emails from a monitored folder with a Business Object Record (a Journal - Mail History Record is created).

Note: An email message is auto-linked only if CSM can identify a Customer from the email, and then associate the Customer with a specific Business Object Record. Otherwise, messages must be manually linked to Customers and Business Objects.

Select this check box to have embedded properties removed from emails sent from Outlook.

Note: The Cherwell Outlook Add-In adds a single embedded property to outgoing messages to enable recipients who also use the Add-In to see when an email is already linked to a Business Object Record. Although this is just one small property, Exchange Servers can only handle a limited number of unique embedded properties, and might reject incoming emails that contain new, unmapped properties. This limitation is sometimes encountered on Exchange 2007 and earlier (less likely on Exchange 2010 and later), but rarely warrants removing the Add-In's embedded properties from outgoing emails. Leave this box cleared so that other email recipients who use the Add-In can see link information. The ability to see this information makes it less likely that the same message will be linked multiple times.

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

Define whether to have Conversation IDs added to outgoing emails.

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 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.

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.