(Only shown if you select POP3 or IMAP4 for the Protocol field.) The authentication method for incoming messages. See About Authentication Types.

(Only shown if you select Exchange Web Services or IMAP4 for the Protocol field.) A directory for storing archived or processed emails.

NOTE:  Even though this field is called Archive Mailbox Name, this is not actually a mailbox, but is instead a folder.

A default domain. The system may not correctly process incoming emails without a domain. Use the default domain to construct a valid address, enabling emails to process as normal, including creating incident records.

(Only shown if you select Exchange Web Services for the Mail Protocol field or if you select Advanced for the Email Component Type field on the Email Configuration workspace. See Configuring the Outgoing and Incoming Email Servers for more information.) Tests the Microsoft Exchange web services connection and displays the highest priority result of the most recent test.

After you click Test Connection, the system displays a confirmation message stating that the system will check the connection and then send an email to the specified user account.  The specified user account is the email address that is specified in the User Name field in the Outgoing Server section of the Email Config workspace. See Configuring the Outgoing and Incoming Email Servers. Click Yes to proceed. See About the Test Connection Results.

The business object created from the incoming email.

Incident: When the email is received, an incident record is created. This option is the default setting.

Problem: When the email is received, a problem record is created.

Other: You can select another business object. See Service Manager powered by HEAT.

Export Email as XML: When the email is received, it is exported as an XML file. See Service Manager powered by HEAT.

(Only shown if you select Problem or Other for the Email Processor field.) A valid marker value that separates multiple record information within an email. For example, if you enter # as a record marker, information in the email body preceding the # sign creates one record and information after the # sign creates another record. When inserted in a message body, this record marker (for example, a # sign) allows multiple records to be created from the body of a single message. See the note below.

(Only shown if you select Problem or Other for the Email Processor field.) A character that separates the field name from the field value. For example, if you enter $ as a field separator value, Summary$summary_field_information populates the Summary field with the field information.

Do not add white spaces before the field value separator.

Creates an incident when an error occurs in generating the record from an email (regardless of the business object specified). The system displays the fields in the Incident and Task Creation section if you select this option.

NOTE: The system only creates an incident upon error for cases other than create incident. That is, it creates an incident when there is an error updating an incident, or when there is an error creating or updating any other business object.

NOTE: You can check either this option or the Use Method 2 (for Custom BO) option, but not both. Use Method 1 if you are linking to either an employee or external contact. Use Method 2 if you are linking to any other business object.

(Only shown if you check Use Method 1.) Does one of the following:

If the user (either employee or external contact) is already in the system, creates a record and links it to the user.

If the user (either employee or external contact) is not in the system, creates a record and a new user and links the record to the new user.

NOTE: If you create a task for an external contact, there must be a value for the LoginID field in the External Contact workspace. When you configure the email listener to create a new external contact, the system uses the default value of the LoginID field as the primary email address. We recommend that you create a business rule that ensures that this field is populated.

(Only shown if you check Use Method 1.) Does one of the following:

If the user (either employee or external contact) is already in the system, creates a record and links it to the user.

If the user (either employee or external contact) is not in the system, does not create a record or a new user.

(Only shown if you check Use Method 1.) Does one of the following:

If the user (either employee or external contact) is already in the system, creates a record and links it to the user.

If the user (either employee or external contact) is not in the system, creates a record and links it to the default user called Internal Services.

NOTE: You can check either this option or the Use Method 1 (for Employee / External Contact / None) option, but not both. Use Method 1 if you are linking to either an employee or external contact. Use Method 2 if you are linking to any other business object.

(Only shown if you check Use Method 2.) Does one of the following:

If the business object already exists, creates a record and links it to the business object.

If the business object does not exist, creates a record and creates a new business object, and links the record to the new business object.

(Only shown if you check Use Method 2.) Does one of the following:

If the business object already exists, creates a record and links it to the business object.

If the business object does not exist, does not create a record or a new business object.

Plain

APOP

AuthLogin

CramMD5

NTML

Plain

No authentication.

Sometimes used with SMTP when the server allows relay for anonymous senders.

Standard authentication.

Passwords are transmitted as clear text. Not supported by SMTP servers.

Secure APOP authentication.

Supported by many POP3 servers but cannot be used with other servers like SMTP because APOP is POP3-specific. Disabled when FIPS mode is enabled.

SASL LOGIN authentication.

Not secure but widely supported. Passwords are transmitted as Base64 strings.

Note for IMAP users: This is the AUTHENTICATE LOGIN command, not the LOGIN command (which corresponds to the Regular authentication type).

SASL PLAIN authentication.

Not secure but widely supported. Passwords are transmitted as Base64 strings.

Secure SASL CRAM-MD5 authentication.

Might not be supported by particular server implementations. Disabled when FIPS mode is enabled.

Secure SASL DIGEST-MD5 authentication.

Might not be supported by particular server implementations. Disabled when FIPS mode is enabled.

Secure SASL NTLM authentication. Also known as Secure Password Authentication (SPA).

In a Microsoft Windows domain environment such as Active Directory, you can also use NTLM to authenticate the current Microsoft Windows user. In this case, you should pass a null reference (or "Nothing" in Visual Basic) for the accountName and password values.

Might not be supported by particular server implementations.

Secure SASL MSN authentication. Equivalent to NTLM.

Not widely supported.

Secure SASL GSSAPI authentication (through Kerberos or NTLM).

Like SASL NTLM, supports Integrated Windows Authentication mode. The internal implementation (Kerberos or NTLM) is selected depending on if the value of the targetName field of the Login method is an empty string (or for SMTP, the TargetName field). An empty string denotes NTLM, and all other values (including a null reference) denote Kerberos.

The underlying implementation downgrades to NTLM from Kerberos if the targetName field is not empty but not valid (denotes non-existent SPN).

Document

@Subject

@Body

IT Knowledge

Mobile

@From

The email address from which the mapping occurs.

The email address for the nth value to which the mapping occurs.

Indexing starts from 1, so the first email recipient is addressed as @to[1]. If the index is missing, then just the @to is used or the first recipient is less than 1 (or, @to[0]).

The carbon copy email address for the nth value to which the mapping occurs.

The first name associated with the email from which the mapping occurs.

The last name associated with the email from which the mapping occurs.

The subject of the email.