Track Outlook E-mail Correspondence in Journal - Mail History Records

When an incoming Outlook e-mail is linked (either automatically or manually) to a Business Object Record, a Journal - Mail History Record is created from the e-mail and associated with Business Object Records. Outgoing replies or forwards are also stored as Journal - Mail History Records if the option is selected to auto-link them when configuring the Add-In. One e-mail can be attached as a Journal - Mail History Record to multiple Business Object Records (example: An Incident and a Customer Record).

The types of Business Object Records an e-mail can be linked to is based on what was configured for the Outlook Integration Configuration being used. Based on the behaviors defined for the Outlook Integration Configuration, e-mail attachments are also imported and attached to the Business Object Record.

The figure shows an example of a Journal (associated with an Incident Record) that lists several Journal - Mail History records created from Outlook e-mails.

A Journal's appearance is based on the Grid view and design. For more information about Grids, refer to the Grids documentation.

Use the Journal - Mail History to:

  • View a list of all Journal - Mail History Records linked to a particular Business Object Record.
  • View the contents of each e-mail stored as a Journal - Mail History Record.
  • Reply to or forward e-mails stored as Journal - Mail History Records (using the e-mail menu on the Journal toolbar).

    To send an e-mail from a CSM Business Object Record, there must be a CSM e-mail account set up. There is an option to store replies and forwards as Journal - Mail History Records.