General Settings Options for an Outlook Integration

Define general settings such as name, description, user override and exclude rules, and Conversation ID options for Outlook Integrations.

Use the General page in the Configure Outlook Integration window (accessed from the Outlook Integration Manager) to define general settings.

To define general settings for an Outlook Integration Configuration:

Name Provide a display name (this property can be searched in CSM Item Managers).
Description Provide a description (this property can be searched in CSM Item Managers).
Auto-Link Options Enable auto-linking for incoming Outlook emails, and then define exclusion rules, embedded property rules, and override options.
Default to Auto-Linking Incoming E-mail

Select this check box to automatically associate incoming emails from a monitored folder with a Business Object Record (a Journal - Mail History Record is created).

An email message is auto-linked only if CSM can identify a Customer from the email, and then associate the Customer with a specific Business Object Record. Otherwise, messages must be manually linked to Customers and Business Objects.

Clear Embedded properties from Messages before Sending

Select this check box to have embedded properties removed from emails sent from Outlook.

The Cherwell Outlook Add-In adds a single embedded property to outgoing messages to enable recipients who also use the Add-In to see when an email is already linked to a Business Object Record. Although this is just one small property, Exchange Servers can only handle a limited number of unique embedded properties, and might reject incoming emails that contain new, unmapped properties. This limitation is sometimes encountered on Exchange 2007 and earlier (less likely on Exchange 2010 and later), but rarely warrants removing the Add-In's embedded properties from outgoing emails. Leave this box cleared so that other email recipients who use the Add-In can see link information. The ability to see this information makes it less likely that the same message will be linked multiple times.

Select the Information button to view this same information.

Allow Users to Override Auto-Link Settings Select this check box to allow users to override the default auto-link settings when configuring the Outlook Integration in Microsoft Outlook.
Exclude Select this button to define Skip Item Rules for determining which incoming messages are discarded based on defined criteria (example: skip emails from automated systems).
Define Conversation ID Options

Define whether to have Conversation IDs added to outgoing emails.

A Conversation ID is a unique, alphanumeric identifier that correlates an email message with a particular conversation so that it can be associated with a CSM Record. CSM inserts Conversation IDs into emails to identify if a particular email is a reply to a previous message that was associated with a specific Business Object record. A Conversation ID looks similar to the following: {CMI: ABCD1234}, where ABCD is an identifier for the particular CSM system (set this value in in the History Attachment Options for a global email account), and the numeric indicator is the specific Conversation ID. The number is automatically incremented for each message.

Conversation IDs Options

Select this check box to include Conversation IDs in outgoing emails.

When a Conversation ID is found within an email message, CSM can immediately find the record (example: Incident) associated with the various emails. If Conversation IDs are not used, then it can still identify records, but it has to use less reliable techniques, such as comparing the details of the subject line.

Add to Subject Line Select this radio button to include the Conversation ID in the subject line of incoming emails.
Add to Body

Select this radio button to include the Conversation ID in the body of incoming emails.

Do not delete Conversation IDs from email messages. Doing so makes it harder for CSM to associate customer replies with the correct record.