Define Monitor Item Action Options
Use the Actions page to define the actions that are executed when the specified conditions are met. The actions are executed only if all of the conditions are true.
The actions defined on this page are executed in the order they appear. If one action fails, the remaining actions are not executed. However, the Monitor might still consider the email to have been handled successfully. Success is determined in the following manner: If there is at least one Create a new Business Object or Update a Business Object Action, and the first (primary) one succeeds, then the actions are considered to have succeeded. If the Email and Event Monitor is configured for logging in the Server Manager, then view these errors in the specified log. If there are no Create/Update Actions, then all of the actions must succeed for the execution to be considered successful.
To define Monitor Item Actions:
|Attach e-mail to [Business Object (example: Incident)]||Attaches incoming emails to Business Objects as Journal - Mail History Records.|
|Import attachments as part of e-mail||
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.
|Attach e-mail attachments to [Business Object (example: Incident)]||
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.
|Preserve inline images within e-mail body||
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.
|Attach inline images to [Business Object (example: Incident)]||Attaches images within the body of incoming emails to the selected Business Object.|
|Attach e-mail to Customers||
Attaches incoming emails to Customer Records as Journal - Mail History Records. Select the Options button to define which Customer Records to attach emails to:
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).
|Store e-mail as plain text||Discards Rich Text formatting contained in incoming emails and stores them in the Journal - Mail History Record as plain text. Do this to reduce the amount of space used by messages.|
|Define Custom Actions|
Select to select actions from a list. The following actions are available:
|Edit||Edit the highlighted section.|
|Copy||Create a copy of the selected action.|
|Delete||Delete the selected action.|
|Up/Down Arrows||Change the order of the selected actions.|
To exclude all email attachments from the database, you must clear all these options:
- Import attachments as part of email
- Attach email attachments to Incident
- Attach inline images to Incident