Define Monitor Item Action Options

Imports email attachments along with incoming emails.

Options: Select this button to define rules for attachments.

File Attachment rights control the Attachment operations that can be performed in CSM.

• All Attachments/Files: Select this radio button to include all Attachments/files from the selected Business Object/directory.
• First: Select this radio button to include the first defined number of Attachments/files from the selected Business Object/directory. Then, provide a number or use the up/down arrows to increase/decrease the number.
• Last: Select this radio button to include the last defined number of Attachments/files from the selected Business Object/directory. Then, provide a number or use the up/down arrows to increase/decrease the number.

  If First or Last is selected, Attachments/files are sorted in alphabetical order if they are from a directory, and by the order of appearance on the Business Object's Attachment Bar if they are from a Business Object.

• Include Attachment/File: Select this check box to include Attachments/files based on file masks (include Attachments/files that contain certain characters, words, file extensions, etc.). Then, specify the file masks, using semicolons to separate each mask.
• Exclude Attachment/File: Select this check box to include Attachments/files based on file masks (include Attachments/files that contain certain characters, words, file extensions, etc.). Then, specify the file masks, using semicolons to separate each mask.
• Minimum Size: Select this check box to include Attachments/files that are of a minimum defined size. Then, provide a number or use the up/down arrows to increase/decrease the number. In the drop-down list, select kilobyte or megabyte.
• Maximum Size: Select this check box to include Attachments/files that are of a maximum defined size. Then, provide a number or use the up/down arrows to increase/decrease the number. In the drop-down, select kilobyte or megabyte.

Attaches email attachments to Business Object Records (not just to the internal copy of the e-mail).

If this option is selected, email attachments are stored in Business Object Records as Attachments. For additional information, refer to the Attachments.

Preserves images within the body of incoming emails with the text of the email.

The target Field must be configured to store Rich Text for this to work correctly.

Attaches incoming emails to Customer Records as Journal - Mail History Records. Select the Options button to define which Customer Records to attach emails to:

• Attach to Customer (From Address): Select this check box to attach emails to Customer Records that are identified from the addresses in the From line.
• Attach to Customers in Cc Line: Select this check box to attach emails to Customer Records that are identified from email addresses in the CC line.
• Attach to Parents of Customers (example: company that contact works for): Select this check box to attach emails to Parent Records of Customer Records (example: If an email sender is a contact that works for a particular company, the email can be attached to the Company Record as well as the Customer Record).

This capability, along with the ability to attach to a particular Business Object, can mean that an incoming email is attached to a specific Incident, the Customer who sent the email, other Customers who were also CC’d on the message, and even to the company for whom the Customer works. This powerful feature means that the communication history about a particular record can be seen or all communication from a particular Customer or company (although, of course, there is the potential for significant overhead).

Select to select actions from a list. The following actions are available:

• Create New [Business Object (example: Incident)]: Creates a new Business Object Record (of the type selected in the General page of the Event Monitor Condition and Action window) based on information from incoming e-mails. Specify which Fields are populated with email contents and the values of those Fields.

  To retrieve data from within an email message, insert the appropriate Email Contents item (example: body) into the Template section of the Field to populate (Selector button>E-mail Contents, or right-click>E-mail Contents), and then right-click the Token and select Modifiers. Use Modifiers such as Text After and Text Between to extract the text wanted from the email message.

  If no options are selected any options for identifying an existing record and an existing Business Object is not updating, it is typical (though not required) for the first action to be Create New [Business Object (example: Incident)]. Otherwise, no record is created for other actions to run against.

• Update [Business Object (example: Incident)]: Updates a Business Object Record (of the type selected in the General page of the Event Monitor Condition and Action window) with information from incoming emails. Specify which Fields are updated and the values of those Fields.

  Defining custom actions is not needed to have an email attached to a Business Object Record as a Journal - Mail History Record. Selecting the Attach email to [Business Object (example: Incident)] check box is sufficient and frequently all that is needed.

• Add to a Queue: Determines which CSM Queue the Business Object Record (of the type selected in the General page of the Event Monitor Condition and Action window) is added to (example: New Request Queue) after it is created or updated. Select the ellipses button to open the Queue Manager and select a Queue.
• Run a One-Step Action: Runs a One-Step Action related to the Business Object Record (of the type selected in the General page of the Event Monitor Condition and Action window). Select the ellipses button to select an existing One-Step Action or create a new one.

  If a One-Step Action is created or edited from here, that One-Step Action has access to email-specific data, such as the email address of the sender, the subject line, etc. If the One-Step Action is created elsewhere and needs to reference One-Step Action Tokens, set Show Custom Tokens to Email on the Conditions page of the One-Step Action.