System email accounts (SM204002)

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You can use this window to create new system email accounts and to view the details of existing email accounts.
For information on how to configure a system email account, see: About system email accounts.

Button Description
Test Initiates tests of the connection over the specified ports to the selected system email account by using the selected protocol.
Actions Provides the following actions:
  • Send all:
    Initiates the sending of all outgoing emails for the selected email account.
    Depending on the Archive emails setting specified in the Email preferences (SM204001) window, this action may also initiate the archival of sent emails for the selected email account.
  • Receive all:
    Initiates the receipt of all incoming emails for the selected email account.
    Depending on the Archive emails setting specified in the Email preferences (SM204001) window, this action may also initiate the archival of incoming emails for the selected email account.
  • Send/receive all:
    Initiates the sending and receipt of all emails for the selected email account.
    Depending on the Archive emails setting specified in the Email preferences (SM204001) window, this action may also initiate the archival of both incoming and sent emails for the selected email account.

You use the top part to create a new system email account or to select an existing account so that you can view or edit its details.

Element Description
Email account ID

The identifier of the system email account.
Select the identifier of the account you want to view (and, optionally, edit), or leave this field blank if you are defining a new email account.
Email account type The account type that the system has assigned to each system email account.
An email account can have one of the following types:
  • Standard:
    A standard system email account that you have created by using this window.
Email address The email address of the account.
Reply address The address to be used as the sender address for automatic replies to unassigned emails.

You use the Servers tab to specify the servers for incoming and outgoing mail, as well as information about signing in to the account.

Element Description
Incoming mail protocol The protocol to be used to connect to the incoming server.
You can select one of the following options: IMAP or POP3.
Root folder (on server) The path to the folder that will be used as the root folder for storing emails.
This field is available only if IMAP has been selected as the incoming mail protocol.
Incoming mail server The server to be used to receive emails.
Outgoing mail server The server to be used to send emails.
Group mails The maximum number of emails in a batch that the outgoing server processes within a single session.
If a large number of emails has been submitted for processing, the outgoing server will try to process all of them within a single session, but it may fail to do so if the session is too short.
Instead of resubmitting emails with the Failed status after each session, you can group emails into batches whose size is limited to a certain number.
In this case, the server processes only one batch of emails during a single session, which is the number of emails you specify here, and the remaining emails are processed during subsequent sessions, batch by batch.
Element Description
Username The username to be used to access the email account.
Password The password to be used to access the email account. The entered characters are masked.

On this tab, you can specify additional requirements for the outgoing server and port numbers for both servers.

Element Description
My outgoing server requires authentication A check box that indicates (if selected) that the outgoing server requires additional authentication.
Log on using

A check box that indicates (if selected) that the system will use the password and username specified below to access the outgoing server.

This check box is available only if the My outgoing server requires authentication check box is selected.
User name The username to be used to sign in to the outgoing server.
Password The password to be used to sign in to the outgoing server.
The entered characters are masked.
My outgoing server validates 'From' field Om du markerar den här kryssrutan to indicate that the outgoing server should validate the From values of the emails.
Element Description
Incoming server port (POP3/IMAP) The port to be used for incoming mail.
Incoming server requires encrypted connection (SSL) Om du markerar den här kryssrutan if SSL connection to the incoming server is required.
Outgoing server port (SMTP) The port to be used for outgoing mail.
Outgoing server encrypted connection The protocol to be used by the outgoing mail server: None, SSL, or TLS.
Timeout The time after which the server connection attempts timeout, 1-10 minutes.

You use the Incoming mail processing tab to activate the automatic processing of incoming emails.
Automatic processing includes, for example, the creation of lead or contact accounts based on information available in incoming emails, or the creation of activities associated with existing contacts and the assignment of them to specific employees.
If needed, you can set up automatic confirmation of received emails or automatic reply to unassigned emails.
For more details, see: About processing incoming mail.

Element Description
Activate incoming processing Om du markerar den här kryssrutan to activate the automatic processing of incoming mail.
Once you select this check box, the other elements on the tab are activated.
Element Description
Confirm receipt

Om du markerar den här kryssrutan to configure the system to automatically send confirmation replies to incoming emails.
The system will generate replies according to the specified template.

However, receipt confirmation doesn't mean that the received email has been viewed or processed by an employee.
Confirmation template The template to be used for these confirmation replies; this field is available only if you select the Confirm receipt check box.
Element Description
Create new case Om du markerar den här kryssrutan if you want the system to create a new case based on each processed email.
New case class

The case class based on which new cases are created as a result of mail processing.

This field is available only if the Create new case check box is selected.
Attach to business account or contact or lead

Om du markerar den här kryssrutan to create an email activity for each processed email.
The email activity is added to the list of activities associated with the business account, contact, or lead, depending on the information available in the email.
Create new lead Om du markerar den här kryssrutan if you want the system to create a new lead based on the sender of each processed email.
Reply to unassigned emails

Om du markerar den här kryssrutan if you want the system to send automatic replies to the emails that the system has failed to assign.

For example: If the system email account used by your support service receives an email that the system fails to relate to any existing case, it might be reasonable to notify the customer who sent this email that he or she should try other methods of contacting the support service, especially if a quick response is needed.
You need to set up a template for automatic replies and specify it in the Reply template field.
Reply template The template to be used for replies to unassigned emails; this field is available only if the Reply to unassigned emails check box is selected.
Element Description
Delete messages after _____ processing Om du markerar den här kryssrutan to indicate to the system that email messages should be deleted after the type of processing you select, and the field where you can select one of the following processing options:
  • Any: Messages are to be deleted regardless of whether their processing has been completed successfully.
  • Failed: Messages are to be deleted only if their processing has failed.
  • Successful: Messages are to be deleted only if their processing has been completed successfully.
Add brief information about references Om du markerar den här kryssrutan to configure the system to add information (based on the history of email exchanges) to the incoming emails.

This tab has settings related to the content of email messages: You can specify whether attachments are allowed and which types of attachments are permitted. Also, you can allow or forbid the deletion of processed emails.

Element Description
Remove messages from server Om du markerar den här kryssrutan to remove from the server the email messages that have been read by users.
Allowed attachment types

The extensions of files that are allowed as attachments.
If needed, use commas to separate extensions.

After allowed extensions have been specified for an account, if files with other extensions are attached to incoming emails, they will be discarded and lost to the recipient.

You use this tab to specify the assignment map that the system will use for assigning emails that remained unassigned after automatic processing of incoming mail.
The system uses the assignment map only if incoming mail processing is enabled for the system email account.

Also, on this tab, you can specify the default owner or work-group to which the system will assign the emails that failed to match the criteria specified in the assignment map.

Element Description
Email assignment map

The map to be used for automatic assignment of emails when automatic processing of incoming mail has failed to assign an email to an owner.
If incoming mail processing is not activated for the email account, the email assignment map is not applicable.
Default email work group The work-group to which an email is assigned if it has failed to match the criteria specified in the assignment map.
Default email owner

The employee to whom an email is assigned if it has failed to match the criteria specified in the assignment map.
If a work-group is specified in the Default email work group field, you can select an owner only from the employees that belong to this work group.

Related concepts

About system email accounts

About processing incoming mail

Related tasks

Create a system email account