Adding email channel mailboxes as a configuration administrator

Administrators must enable the Case Management Consolidated Webapp feature toggle.

See Enabling feature toggles.

Configuration administrator can add email channel mailboxes through case management.

  1. Select Administration > Setup > Application Settings.
  2. Open an organization.
  3. Click on the Email Channel Mailboxes tab.
  4. Click Create.
  5. Specify this information:
    Mailbox Address
    Specify your organization's mailbox address.
    Use For Case Creation
    Select this check box to enable the email integration of creating cases through email.
    Variable Topic
    Select this check box to use the topic specified in the email when creating the case.

    If not selected, the value specified in the Default Topic field becomes the case topic.

    Default Topic
    Specify the default topic.

    Emails that are sent to this mailbox for case creation are created and automatically assigned the identified default topic.

    Default Subject
    Specify the default subject.

    Emails that are sent to this mailbox for case creation are automatically created and assigned the email subject as the case subject.

    Identify Sender
    Select the option on how to identify the reporter of the case.

    If you specify From Email Address, the employee's email address is used to identify the reporter.

    If you specify User ID in Body, the user ID in the email is used to identify the reporter.

    Variable Show
    If you select this check box and the identify sender option is set to User ID in Body, the value in the email is used to determine whether the case is displayed to the employee.

    If not selected and the identify sender option is set to User ID in Body, the configured standard field sets are used.

    If the employee specified Yes in the email, the employee can view the case. If the employee specified No, the case is not visible to the employee.

    Allow Attachments
    Select this check box to enable capturing attachments from the email.
    Allow Links
    Select this check box to enable capturing links from the email.
  6. Click Save.