Adding and configuring a mailbox

You can add and configure a mailbox that is used in the email channel.

  1. Log in as CMsetup administrator.
  2. Select Administration > Case Management Admin.
  3. Click Email Channels.
  4. Click Case Creation.
  5. Click Mailboxes.
  6. Click Add Mailbox or select a mailbox.
  7. Specify this information:
    Mailbox Address
    The full name of the mailbox to which employees send a manual email or to which a system-generated email is sent.
    Variable Topic
    Set to Yes if the topic value for the case is passed as a variable in the body of a system-generated email. If a variable, it must be enclosed with square brackets on the second line of the email body. The case topic and employee default population determine the service group to which the new case is routed, based on configuration in the routing manager.
    Default Topic
    Select a topic to apply to the case. The default topic serves as a safety net in the event of an invalid variable value in the Topic field.
    Default Subject
    Specify a subject to apply to the case. The default subject serves as a safety net in the event that the original email did not have a subject.
    Identify Sender Field

    The means by which the sender is identified as an employee of your organization in a system-generated email.

    Set to FromEmailAddress to match the sender's email address against the email addresses in the system user table. Set to UserIDinBody if the employee’s unique user ID is passed as a variable.

    When a value is passed as a variable, the variable value must be enclosed in square brackets on the first line of the email body. If the variable identifies the sender as the employee on the case, you can also pass a variable for the Regarding name. The variable value for the regarding employee’s user ID must be enclosed in square brackets on the fourth line of the email body.

    Variable Show
    Set to Yes if the Show Case To Employee value for the case is passed as a variable in the body of a system-generated email. When a variable is passed, the variable value must be enclosed with square brackets on the third line of the email body. Set to No to use the default setting, which makes all email channel cases visible to the employee through the Ask HR self-service module.
    Allow Attachments

    Set to Yes to save attachments from the original email as file attachments on the case. Set to No to prevent attachments from being saved.

    Attachment file types include these options:
    • doc
    • docx
    • eml
    • gif
    • jpg
    • msg
    • pdf
    • png
    • ppt
    • pptx
    • rtf
    • tif
    • txt
    If the original email contains an invalid extension type, the issue is logged in the Case Submitted through Channel Email - Attachment Issue notification.
    Allow Links
    Set to Yes to enable saving URLs from the original email body as link attachments to the case. Set to No to prevent links from being saved.
  8. Click Add or Update.