Define Global POP or IMAP Account Settings

Setting up a POP or IMAP account requires:

• A name for the e-mail account.
• Incoming (POP or IMAP) and outgoing (SMTP) e-mail server information, including the:
  • Location of the mail server.
  • Security protocol.
  • Account credentials.
• Options for adding Conversation IDs to outgoing messages.
  

  A Conversation ID is a unique, alphanumeric identifier that correlates an e-mail message with a particular conversation so that it can be associated with a CSM Record. CSM inserts Conversation IDs into e-mails to identify if a particular e-mail 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 e-mail account), and the numeric indicator is the specific Conversation ID. The number is automatically incremented for each message.

• From Addresses that are allowed for sending e-mails from CSM.

  Note: The padlock button in each of the sections determines if Users can override administrative settings when they personalize a global e-mail account by defining their own personal e-mail settings. By default, server settings are locked and credentials are unlocked so that Users can enter their own usernames and passwords. Click the padlock buttons to change the defaults.

To set up a POP or IMAP account:

1. In the CSM Administrator main window, select the E-mail and Event Monitoring category.
2. Click the E-mail Accounts and Settings task.

   The E-mail Options window opens.

3. Click the Accounts page.
4. Click Add, and then select POP account or IMAP account.

   Tip: Users can also edit or copy an existing account. Click Edit to modify the settings for an existing e-mail account. Click Copy to copy the settings for an existing e-mail account, and then modify them as necessary.

   The E-mail Options window for a POP or IMAP account opens.

5. Click the Incoming Server page.

   

6. Define general incoming server (POP or IMAP) settings:
   1. Name: Provide a name for the account.

      Tip: When defining a test account, we recommend using names such as MyDevAccount or DevTestAccount. This naming convention allows Users to quickly identify test accounts in the system.

   2. Make Account Available to Users: Select this check box to allow Users to send e-mails from within CSM using this account. If the account is only used by the E-mail and Event Monitor to scan incoming e-mails, leave the check box cleared so that Users never see the account.
7. Define incoming mail server (POP or IMAP) information:
   1. Incoming Mail Server: Provide the name of the POP or IMAP server.
   2. Security: Select a security protocol in the drop-down:
      • Auto: Select this option to have CSM figure out the best method to use. It chooses the most secure method available in order to prevent transmission of unencrypted User IDs and passwords, if possible.
      • Basic: Select this option to have User IDs and passwords passed as plain text.
      • SSL: Select this option to use SSL encryption (a Server Certificate is required).
      • SSL with No Authentication (IMAP only): Select this option to use SSL encryption only (no Server Certificate is required).
      • TLS (IMAP only): Select this option to use the TLS protocol.

        Note: The mail server must support the selected security mode.

   3. Custom Port: Select this check box to enter a port for the POP or IMAP server that is different than the default.

      Note: For POP servers, the default port is 110 (the SSL port is 995). For IMAP servers, the default port is 143 (the SSL port is 993).

8. Enter Account Information:
   1. User Name: Provide the username for the e-mail account.
   2. Password: Provide the password for the e-mail account.

      Note: Leave the username and password blank to allow Users to provide their own credentials. Also ensure that the padlock button is unlocked . If it is locked, click it, and then select Users Can Change Credentials. If all Users will use the same credentials, or if this account will be used by an automated process like the E-mail and Event Monitor, then provide credentials here.

   3. Mailbox (IMAP only): Select the mailbox (ex: Inbox) from the drop-down where the incoming mail should be stored.
9. Click the Outgoing Server page.

   

10. Define outgoing mail server (SMTP) information:
    1. Outgoing Mail Server (SMTP): Provide the name of the SMTP server.
    2. Security: Select a security protocol in the drop-down:
       • Auto: Select this option to have CSM figure out the best method to use. It chooses the most secure method available in order to prevent transmission of unencrypted User IDs and passwords, if possible.
       • Basic: Select this option to have User IDs and passwords passed as plain text.
       • SSL: Select this option to use SSL encryption (a Server Certificate is required).
       • TLS: Select this option to use the TLS protocol.

         Note: The mail server must support the selected security mode.

    3. Custom Port: Select this check box to enter a port for the SMTP server that is different than the default (default port is 25, SSL port is 465).
11. Specify Account Information:
    1. Requires Authentication: Select this check box if the SMTP server requires authentication, and then select one of the following options:
       • Use Same Settings as My Incoming Server: Select this radio button if the username and password for the SMTP server are the same as the incoming server.
       • Log on Using: Select this radio button to specify a username and password that is different from the incoming server settings, and then provide the username and password.

         Note: To allow Users to enter their own credentials, leave the username and password blank and ensure that the padlock button is unlocked . If it is locked, click it, and then select Users Can Change Credentials.

12. Define Conversation ID options:
    1. Add Conversation IDs to Outgoing Messages: Select this check box to include Conversation IDs in outgoing e-mails.

       Note: When a Conversation ID is found within an e-mail message, CSM can immediately find the record (ex: Incident) associated with the various e-mails. 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.

    2. Specify where in the e-mail to include the Conversation ID, either:
       • Add to Subject Line: Select this radio button to include the Conversation ID in the subject line of outgoing e-mails.
       • Add to Body: Select this radio button to include the Conversation ID in the body of outgoing e-mails.

         Note: Do not delete Conversation IDs from e-mail messages. Doing so makes it harder for CSM to associate Customer replies with the correct record.

13. Click the Test Account button to ensure that e-mails can be sent from within CSM using this account.

    A test e-mail is sent to the current User.

    Note: All required Incoming and Outgoing Server information must be completed before testing the account.

14. Click OK, or click the From Addresses page and specify the From Addresses that are allowed for outgoing e-mails.