Define Update or Create Behaviors for Business Objects Linked to Emails
Use the Update Record Behavior page and the New Record Behavior page to define behaviors for updating or creating Business Object Records from Outlook emails.
To define update or create behaviors for Business Objects linked to emails:
|Attach Outlook e-mail to to Business Object (example: Incident)||Attaches incoming emails to linked 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 excluding attachments based on size or type of file.
|Attach E-mail Attachments to <Business Object (for example, Incident)>||
Attaches email attachments to Business Object Records (not just to the internal copy of the email).
If this option is selected, email attachments are stored in Business Object Records as Attachments. For more information, refer to the Attachments documentation.
|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 (for example, Incident)>||Attaches images within the body of incoming emails to the selected Business Object.|
|Attach Outlook 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, or all communication from a particular Customer or company, can be seen (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 store them in Journal - Mail History Record as plain text. Do this to reduce the amount of space used by messages.|
Sselect Actions from a list. The following Actions are available:
There must be a create Action (either a direct Action to create a new Business Object Record or a One-Step Action that contains the same functionality) when specifying Create Behavior. For an update, however, there is no need to specify an Update Behavior. Without custom update Actions, a Journal - Mail History Record can still be associated with the Business Object Record, which is frequently all that is needed.
|Edit||Edit the highlighted Action.|
|Copy||Create a copy of the selected Action.|
|Delete||Delete the selected Action|
|Up/Down Arrows||Change the order of the selected Actions|