Define Global Microsoft Exchange Account Settings

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

Setting up a Microsoft Exchange account requires:

A name for the email account.
Exchange Server information.
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.
The padlock button in each of the sections determines if users can override administrative settings when they customize 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 usernames and passwords. Select the padlock buttons to change the defaults.

To configure a global Microsoft Exchange account:

In the CSM Administrator main window, select the E-mail and Event Monitoring category, and then select the E-mail Accounts and Settings task.
The E-mail Options dialog opens.
Select the Accounts page.
Select Add.
Select Exchange.
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, and then modify them as necessary.
The E-mail Options dialog for an Exchange account opens.
Select the Exchange Settings page.
Define general account information:
1. Name: Provide a name for the Exchange account.
2. Make Account Available to Users: Select this check box to allow users to send emails from CSM using this account. If the account is only used by the Email and Event Monitor to scan incoming emails, leave the check box cleared so users never see the account.
Select an authentication type. CSM supports Basic Authentication, credentials-based (Modern Auth), and Microsoft Graph.
Microsoft will begin disabling basic authentication in October 2022. Microsoft is also no longer providing feature updates to Exchange Web Services (EWS), which is used for Credential-based authentication. We recommend customers use Microsoft Graph for CSM authentication.
Define Exchange server information. The fields available depend on the authentication type you choose:
- Basic:
  1. Exchange Domain: Provide the name of the Exchange Domain.
  2. Server (Client Access): Provide the name of the Exchange Client Access server. Client Access is the web service used by CSM to connect with Exchange.
  3. Use SSL Connection: Select this check box to use SSL encryption for sending and receiving emails.
  4. Allow Invalid Server Certificate: Select this check box to allow emails to be sent and received even when the digital certificate is invalid.
    This option is not recommended, as it can pose a security risk to the Exchange email system.
  5. Enter Account Information:
    This must be a full Microsoft Exchange user account (it must be licensed). Non-user accounts, such as shared mailboxes or resource mailboxes are not supported.
    1. User: Provide the email address for the Exchange account. If you are using Office 365 Modern Authentication credentials, this address can be one of the user email addresses set up in Azure, or it can be the Azure administrative address.
    2. Password: Provide the password for the Exchange account. This field is disabled if you use credentials-based authentication.
      Leave the user name and password blank to allow users to enter their own credentials. Also, ensure that the padlock button is unlocked. If it is locked, select the image and select Users Can Change Credentials. If all users use the same credentials, or if this account is used by an automated process like the Email and Event Monitor, provide credentials here.
- Credential-Based (Modern Auth):
  - User: Provide the email address for the Exchange account. If you are using Office 365 Modern Authentication credentials, this address can be one of the user email addresses set up in Azure, or it can be the Azure administrative address.
  - Credentials: Select the ellipsis to access the E-mail Credentials Manager, and then select the Office 365 credentials you wish to use. You may also configure a new set of credentials in the E-mail Credentials Manager.
- Microsoft Graph (see Configure an Azure App Using Microsoft API for information on registering an app using Microsoft Graph):
  - Client ID and Tenant ID: Copy these IDs from the Azure portal.
  - User: Provide the email address for the Exchange account.
  - Password: Provide the password for the Exchange account.
Define Conversation ID options:
1. Add Cherwell conversation IDs to outgoing messages: Select this check box to include Conversation IDs in outgoing emails. Implementing Conversation IDs increases reliability when attempting to locate emails discussing specific Records.
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 Conversation ID in the body of outgoing emails.
Select the Test Account button to ensure emails can be sent from within CSM using this account.
A test email is sent to the current user. All required Exchange server information must be filled in before the account to be tested. Testing the account only confirms that the account was successfully linked to CSM. It does not confirm that the account is compatible with the email monitor.
Select the From Settings page and specify the addresses and settings associated with outbound emails.
Select the Trusted Agents page and define how Trusted Agents should be used with this account.