Configuring case creation from email

You can work with your Infor project manager or account manager to configure cases that are generated from inbound emails.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Email Channels.
  4. Click Case Creation.
  5. Set Enable New Case Emails to Yes to enable new cases to be generated from inbound emails when Email Channel integration has been fully configured. Work with your Infor project manager or account manager to obtain additional documentation to setup this integration.
  6. In Purge Data Older Than, select the number of days after notification delivery before unprocessed email messages are purged.
  7. Specify this information:
    Admin Email Address
    Specify the email address of the administrative personnel who receive error notifications and handle email channel issues. You can specify a group mailbox address or one or more individual addresses.
    From Email Address
    Specify the email address from which error notifications are sent. For example, specify CM_EmailChannel_Issues@acme.com.
    From Name
    Specify the name from which error notifications are sent. For example, specify CM Email Channel Issue.

    You can use the same value as From Email Address.

    Purge data older than
    Specify the interval by which processed original email data, both successful and unsuccessful, are purged from the Case Management database. The purge task results in the deletion of the processed original email data that is older than the selected interval.
  8. Click Update.