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Define Default E-mail History Attachment Options

In the default system, e-mails are set up to be attached to records using Journal - Mail History records.

Note: For e-mails to be attached to a Business Object as a Journal - Mail History record, the Business Object must have a History Relationship. For e-mails to be attached to the Customer associated with a particular Business Object (ex: Incident), the Business Object must have a Customer Relationship (ex: Incident links Customer) with the CustomerInfo general attribute. This Relationship exists on most Major Business Objects in the default system, but should be added to any new objects created. For more information about Relationships, refer to the Relationships documentation.

Use the History page in the E-mail Options window to define e-mail history options, such as:

To define default e-mail history attachment options:

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

    The E-mail Options window opens.

  2. Click the History page.

    E-mail Options Window History Page

  3. Define Default E-mail History Attachment Options: Specify which records get a Journal - Mail History record when an e-mail is sent.
  4. Define remaining e-mail history attachment options:
    1. Import File Attachments: Select this check box if file attachments sent out in e-mails should, by default, be imported and attached as part of history.
    2. Message Conversation ID Prefix: Provide a prefix for Conversation IDs that are embedded in the subject or body of e-mails sent from within CSM.

      Note: The prefix should be unique for the system or organization and should be between two and eight characters. If a value is not specified, a random value is created, but can be updated at any time to something relevant to the organization. In the message, the Conversation ID looks similar to the following: {CMI: ABCD1234}, where ABCD is the specified prefix, and the numeric indicator is the specific Conversation ID. The prefix is especially important for sending e-mails among multiple companies that use CSM (ex: If contacting Cherwell Support).

      Tip: Click the Information button InformationButton to view this same information.

  5. Click OK.

See Also

Configuring E-mail Accounts

Configure E-mail Security Rights

Configure a Global E-mail Account

Configure a Personal E-mail Account