Adding email channel mailboxes as a system administrator
Administrators must enable the System Administration Consolidated
Webapp feature toggle.
- Select System Administration > Integrations > Integration Maintenance > Primary > Dashboard.
- Open the Case Simple Email Integration.
- In the Mailbox Setup pane, click Create Email Integration Mailbox.
- Specify this information:
- Mailbox Address
- Specify your organization's mailbox address.
- 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 sent to this mailbox for case creation are created and automatically assigned the identified default topic.
- Default Subject
- Specify the default subject. Emails 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.
-
Click Save.
After clicking save, the last sync date and last sync result are populated.