Configuring Email Accounts

You can perform procedures for configuring email accounts in CSM Administrator and the CSM Desktop Client.

Complete the following procedures to configure email accounts.

To configure email accounts:

  1. Configure e-mail security rights.
  2. Configure global e-mail accounts: Global email accounts are configured in CSM Administrator. If a user has security rights, they define personal e-mail settings in the CSM Desktop Client to customize the account and use it to send emails. Make the account unavailable to users and set it up solely as a monitored account (using the Email and Event Monitor).
  3. Define default email history attachment options: Define which records to have emails attached to (as Journal - Mail History Records). The email history attachment options selected here are set as defaults, but users can override them using the email history attachment options in the Email Message window in the Desktop Client.

    The Business Objects might also need to be configured to receive email history (see Define Default Email History Attachment Options) or to allow users to email customers from a Business Object Record. For emails to be sent to the current customer on a particular Business Object (example: Incident), the Business Object must have a Customer Relationship (example: Incident links Customer) with the CustomerInfo general attribute. This relationship exists on most Major Business Objects in the system, but should be added to any new objects created. If a user tries to send an email to a customer, and CSM cannot find a relationship with this attribute, it returns a Customer e-mail address was not found error message. For more information about relationships, see the Relationships documentation.

  4. Configure personal email accounts in the Desktop Client: Customize a global email account or configure a personal account for special circumstances such as sending email from home or an off-site location.