Attach Email Messages to Records

Define which Business Object Records to attach an email to as a Journal - Mail History Record after it is sent.

Use the email history attachment options in the Email Message window to attach emails to:

  • Business Objects (example: Incidents).
  • Customer Records that CSM identifies from the email addresses of the recipients.

    If you use a global email account to send an email, it has default email history attachment options configured. Use the defaults or override them using the email history attachment options in the E-mail Message window. If you use a personal email account to send an email, define the email history attachment options in the E-mail Message window.

To define email history attachment options:

  1. Open an E-mail Message window.
  2. Select email history attachment options:
    Attach to Current Item

    Attach the email to the current record (for example, current Incident, current Problem, etc.).

    This option is only available if there is a current record.

    Attach to Recipients Attach the email to any of the Customer Records associated with recipients in the To or Cc lines.
  3. Click the Options button to select recipients.

    This option is only available when the Attach to Recipients check box is selected.

    1. Define Recipient Attachment Options:
      • Attach to recipients in To line: Select this check box to attach the email to the records of customers that CSM can identify from email addresses in the To line.
      • Attach to recipients in Cc line: Select this check box to attach the email to the records of customers that CSM can identify from email addresses in the Cc line.
      • Attach to recipients in the Bcc line: Select this check box to attach the email to the customer Records of the recipients in the Bcc line.
      • Attach to parents of recipients (for example, company that contact works for): Select this check box to attach the email to the parent records of recipients (ex. If an email recipient is a contact that works for a particular company, the email can be attached to the Company Record as well as the Customer Record).

    2. Select OK.

  4. Send the email and it is attached to the specified records.