Define Update or Create Behaviors for Business Objects Linked to Emails

Imports email attachments along with incoming emails.

Options: Select this button to define rules for excluding attachments based on size or type of file.

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.

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): Attach emails to Customer Records that are identified from the addresses in the From line.
• Attach to Customers in CC Line: Attach emails to Customer Records that are identified from email addresses in the CC line.
• Attach to Parents of Customers (for example, company that contact works for): Attach emails to Parent Records of Customer Records (for 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, or all communication from a particular Customer or company, can be seen (although, of course, there is the potential for significant overhead).

Sselect Actions from a list. The following Actions are available:

• Create New <Business Object (for example, Incident)> (only available on the Create Behavior page): Creates a new Business Object Record (of the type selected in the Objects page of the Configure Outlook Integration window) based on information from incoming Outlook emails. Specify which Fields are populated, and the values of those Fields.
• Update <Business Object (for example, Incident)>: Updates a Business Object Record (of the type selected in the Objects page of the Configure Outlook Integration window) with information from incoming Outlook emails. Specify which Fields are updated and the values of those Fields.

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.

• Add to a Queue: Determines which CSMQueue the Business Object Record (of the type selected in the Objects page of the Configure Outlook Integration window) is added to (for 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 Objects page of the Configure Outlook Integration window). Select the ellipses button to select an existing One-Step Action or create a new one.