Define Available Actions for Business Objects Linked to Emails

In addition to creating and updating records, you can arbitrarily make other functionality available to execute against a linked record. For example, you can configure an Action to add a new Task to the record (as a reminder to follow up), or to assign the record.

Actions can do anything allowed by One-Step Actions. These Actions are shown as a drop-down list in the Cherwell Outlook Add-In.

Add, delete, or reorder Actions available for the linked Business Object (specified in the Objects page of the Configure Outlook Integration window). The Actions specified here show up on the Actions drop-down list within the Cherwell Outlook Add-In.

To define available actions for Business Objects linked to emails:

Add

Select a type of Action in the drop-down list.

  • Add One-Step Action Action: Adds One-Step Actions to the Actions drop-down list in the Outlook Add-In to execute them directly from Outlook. Select the Ellipses button to open the Action Manager and select a different One-Step Action.

When this option is selected, the One-Step Action Manager opens, and select an existing One-Step Action or create a new one.

  • Add Folder: Adds a folder to the Actions drop-down menu in the Outlook Add-In to organize Actions.
Delete Removes the currently selected Action.
Up/Down Arrows Moves Actions up or down in the list (this is how they appear on the drop-down list within the Outlook Add-In).
New Action General Options
  • Action: Shows the name of the Action as it is recognized by CSM (example: the name of the Dashboard).

Select the Ellipses button to open the Action Manager and select a different Action.

  • Display text: Provides the text to display on the Action in the menu.
  • Image button: Opens the Image Manager, and then select an image to represent the Action on the menu. Select an existing image or import a new image.
Define Expressions for showing and enabling Actions  
Visible

Shows/hides the Action based on an Expression, and then define the Expression using one of the following options:

  • Stored Expression: Select the Ellipses button to open the Expression Manager, and then select an existing stored Expression or create a new stored Expression. Stored Expressions can be reused in numerous places in CSM.
  • Custom Expression: Select the Custom Expression button to open the Custom Expression Builder, and then create a custom Expression specifically for this scenario.
Enabled

Enables/disables the Action based on an Expression, and then define the Expression using one of the following options:

  • Stored Expression: Select the Ellipses button to open the Expression Manager, and then select an existing stored Expression or create a new stored Expression. Stored Expressions can be reused in numerous places in CSM.
  • Custom Expression: Select the Custom Expression button to open the Custom Expression Builder, and then create a custom Expression specifically for this scenario.
Begin Group Shows a horizontal line before the menu item, separating it from other Actions.