Define Global Microsoft Exchange Account Settings

Setting up a Microsoft Exchange account requires:

• A name for the e-mail account.
• Exchange Server information.
• 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 customize 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 configure a global Microsoft Exchange account:

1. In the CSM Administrator main window, click the E-mail and Event Monitoring category, and then click the E-mail Accounts and Settings task.

   The E-mail Options window opens.

2. Click the Accounts page.
3. Click Add, and then select Exchange 2007/2010/2013 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 an Exchange account opens.

4. Click the Exchange Server page.

   

5. Define general account information:
   1. Name: Provide a name for the Exchange account.

      Tip: When defining a test account, use names such as MyDevAccount or DevTestAccount. This naming convention makes it easy to quickly find a test account in the system.

   2. Make Account Available to Users: Select this check box to allow Users to send e-mails from 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.
6. Define Exchange server Info:
   1. Exchange Domain: Provide the name of the Exchange domain.
   2. Server (Client Access): Provide the name of the Exchange Client Access server.

      Note: The Client Access server might not be the same as the primary Exchange server. Client Access is the web service used by CSM to talk to Exchange.

   3. Use SSL Connection: Select this check box to use SSL encryption for sending and receiving e-mails.

      Note: This is the default for Microsoft Exchange, but if there is not an appropriately configured digital certificate, this option might need to be disabled.

   4. Allow Invalid Server Certificate: Select this check box to allow e-mails to be sent and received even when the digital certificate is invalid.

      Note: This option is not recommended, as it can pose a security risk to the Exchange e-mail system.

7. Enter Account Information:
   1. User: Provide the e-mail address for the Exchange account.
   2. Password: Provide the password for the Exchange account.

      Note: Leave the username and password blank to allow Users to enter 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 use the same credentials, or if this account is used by an automated process like the E-mail and Event Monitor, then provide credentials here.

8. 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 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.

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

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

   Note: All required Exchange server information must be filled in before the account to be tested.

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