EWS - Configure Incoming Email

EWS - Configure Incoming Mail Server

Create a New Server

Create a new incoming mail server with the following settings:

Server: https://outlook.office365.com/EWS/Exchange.asmx
Exchange Version: Exchange 2013 SP1
Shared Mailbox: Email address used for sending and receiving emails.
Outgoing Email ID: Email address used for sending and receiving emails.

Sent from Analyst must be disabled.

Complete the Server Response Details

Call Template Select the call template to be used when a call is logged from an incoming email originating from this mail server. The details specified in the template are used to populate the fields of the call. This list only displays call templates for which an Analyst or group has been assigned, to ensure that any call logged as a result of an incoming email is forwarded to an Analyst or group in the system.
Default Logging Analyst Specify the Analyst to be used as the Logging Analyst of any call logged by incoming email when either the Use Linked Analyst option is cleared or the Use Linked Analyst option is selected but the email was sent from a User only (that is, a person flagged as a User but not as an Analyst). Template Person records cannot be set as the Default Logging Analyst. If you leave this field blank, the logging Analyst will be the person who sent the email. Refer to the notes on how a logging Analyst is determined for more details.
Use Linked Analyst Select this option if you want the Analyst who sent the email logging the call to be the Logging Analyst. If the person who sent the email is flagged only as a User, the logging Analyst will be the Analyst specified in the Default Logging Analyst field. If this option is cleared, the logging Analyst of any call generated from this incoming email server will be the Analyst specified in the Default Logging Analyst field. If you want the logging Analyst to always be the one specified in the Default Logging Analyst field, clear Use Linked Analyst for this incoming email account. Refer to the notes on how a logging Analyst is determined for more details.
Send Auto Reply Select this option if you want an automatically generated email response to be sent to any person who sends an email to this email server (for example, to log a call).
Log New Call on Invalid Number Select this option if you want a new call to be logged whenever the email server receives an incoming email with a recognized format but an invalid call number.
Update Closed Calls Enables ASM Core to add a note to a closed call when this server receives an incoming email to update the call. An email reply will be sent back to the sender stating “Call No <call number> has been updated by ASM Core”. Clearing this option will not add a note to the closed call and send back a reply stating “Call No <call number> already closed and has not been updated”.
Reopen Closed Calls Enables ASM Core to reopen a closed call when this server receives an incoming email with the call number in the subject line, in a recognized format, and the specified call is closed. Update Closed Calls must be selected to enable this option.
On Reopening of Calls Select one of the following options to determine what happens to a call when it is reopened from incoming email.
- Assign to Analyst/Group Assigned on Template forwards the reopened call to the analyst/group defined in the template selected in Call Template
- Assign to Analyst Sending Email forwards the call to the analyst who sent the email that caused the call to reopen. If the person who sent the email does not have Analyst ticked in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.
- Assign to Logging Analyst forwards the reopened call to the analyst who originally logged it. If the person who logged the call does not have Analyst selected in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.
- Assign to Default IPK Group Below
  - If none then assign to IPK Group - select the group the reopened call is to be assigned to if none of the options above are selected, or if the conditions cannot be met.
Update Closed Tasks/Requests Enables ASM Core to add a note to a closed task or request when this server receives an incoming email to update the task or request. An email reply will be sent back to the sender stating the task or request "has been updated by ASM Core”. Clearing this option will not add a note to the closed call, but ASM will send back a reply stating the task or request is "already closed and has not been updated”.
Create New Calls Anonymously Select this option if you want to allow creation of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User for the call unless Use Default User for Anonymous Email is selected.
Update Calls Anonymously Allows the update of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User performing the update action on the call unless Use Default User for Anonymous Email is selected.
Close Calls Anonymously Allows the closure of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User closing the call unless Use Default User for Anonymous Email is selected.
Use Default User for Anonymous Email Select a User record to use for all anonymous incoming email actions. When this option is selected new Person records are not created if the sender's email address does not exist in the system. Enabling the ability to allow messages from external email addresses increases the risk of unwanted updates to the call records in the system, including from unauthorized and SPAM type email addresses.
Add Email Message as EML Attachment - The default option. It will upload the email as an eml file along with the first level of attachments on the email. It will not loop through .eml or .msg files attached to the email and process their attachments.
Add Email Message as EML Attachment without Uploading Contained Attachments - This option will only upload the email as an eml file. It will not process any attachments in the email.
Preserve HTML Formatting in History Select this option if you want the history of calls, requests, or tasks being updated from incoming email to display the HTML formatting from the incoming email. When not selected, the incoming email is recorded in the history in plain text. Plain text emails appear as plain text in the history. If Plain Text is selected as the Default Format on the Email Settings window, the incoming email appears as plain text in history.
Populate Call Title From Email Subject
Add Recipients as Stakeholders

Last updated 1 month ago

Create a New Server

Create a new incoming mail server with the following settings:

Server: https://outlook.office365.com/EWS/Exchange.asmx

Exchange Version: Exchange 2013 SP1

Shared Mailbox: Email address used for sending and receiving emails.

Outgoing Email ID: Email address used for sending and receiving emails.

Sent from Analyst must be disabled.

Complete the Server Response Details

Call Template Select the call template to be used when a call is logged from an incoming email originating from this mail server. The details specified in the template are used to populate the fields of the call. This list only displays call templates for which an Analyst or group has been assigned, to ensure that any call logged as a result of an incoming email is forwarded to an Analyst or group in the system.

Default Logging Analyst Specify the Analyst to be used as the Logging Analyst of any call logged by incoming email when either the Use Linked Analyst option is cleared or the Use Linked Analyst option is selected but the email was sent from a User only (that is, a person flagged as a User but not as an Analyst). Template Person records cannot be set as the Default Logging Analyst. If you leave this field blank, the logging Analyst will be the person who sent the email. Refer to the notes on how a logging Analyst is determined for more details.

Use Linked Analyst Select this option if you want the Analyst who sent the email logging the call to be the Logging Analyst. If the person who sent the email is flagged only as a User, the logging Analyst will be the Analyst specified in the Default Logging Analyst field. If this option is cleared, the logging Analyst of any call generated from this incoming email server will be the Analyst specified in the Default Logging Analyst field. If you want the logging Analyst to always be the one specified in the Default Logging Analyst field, clear Use Linked Analyst for this incoming email account. Refer to the notes on how a logging Analyst is determined for more details.

Send Auto Reply Select this option if you want an automatically generated email response to be sent to any person who sends an email to this email server (for example, to log a call).

Log New Call on Invalid Number Select this option if you want a new call to be logged whenever the email server receives an incoming email with a recognized format but an invalid call number.

Update Closed Calls Enables ASM Core to add a note to a closed call when this server receives an incoming email to update the call. An email reply will be sent back to the sender stating “Call No <call number> has been updated by ASM Core”. Clearing this option will not add a note to the closed call and send back a reply stating “Call No <call number> already closed and has not been updated”.

Reopen Closed Calls Enables ASM Core to reopen a closed call when this server receives an incoming email with the call number in the subject line, in a recognized format, and the specified call is closed. Update Closed Calls must be selected to enable this option.

On Reopening of Calls Select one of the following options to determine what happens to a call when it is reopened from incoming email.

Assign to Analyst/Group Assigned on Template forwards the reopened call to the analyst/group defined in the template selected in Call Template
Assign to Analyst Sending Email forwards the call to the analyst who sent the email that caused the call to reopen. If the person who sent the email does not have Analyst ticked in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.
Assign to Logging Analyst forwards the reopened call to the analyst who originally logged it. If the person who logged the call does not have Analyst selected in their Person record, the call is forwarded to the group selected in If none then assign to IPK Group.
Assign to Default IPK Group Below
- If none then assign to IPK Group - select the group the reopened call is to be assigned to if none of the options above are selected, or if the conditions cannot be met.

Update Closed Tasks/Requests Enables ASM Core to add a note to a closed task or request when this server receives an incoming email to update the task or request. An email reply will be sent back to the sender stating the task or request "has been updated by ASM Core”. Clearing this option will not add a note to the closed call, but ASM will send back a reply stating the task or request is "already closed and has not been updated”.

Create New Calls Anonymously Select this option if you want to allow creation of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User for the call unless Use Default User for Anonymous Email is selected.

Update Calls Anonymously Allows the update of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User performing the update action on the call unless Use Default User for Anonymous Email is selected.

Close Calls Anonymously Allows the closure of calls from email addresses not yet in the system. In this circumstance, a new Person record is created and used as the User closing the call unless Use Default User for Anonymous Email is selected.

Use Default User for Anonymous Email Select a User record to use for all anonymous incoming email actions. When this option is selected new Person records are not created if the sender's email address does not exist in the system. Enabling the ability to allow messages from external email addresses increases the risk of unwanted updates to the call records in the system, including from unauthorized and SPAM type email addresses.

Add Email Message as EML Attachment - The default option. It will upload the email as an eml file along with the first level of attachments on the email. It will not loop through .eml or .msg files attached to the email and process their attachments.

Add Email Message as EML Attachment without Uploading Contained Attachments - This option will only upload the email as an eml file. It will not process any attachments in the email.

Preserve HTML Formatting in History Select this option if you want the history of calls, requests, or tasks being updated from incoming email to display the HTML formatting from the incoming email. When not selected, the incoming email is recorded in the history in plain text. Plain text emails appear as plain text in the history. If Plain Text is selected as the Default Format on the Email Settings window, the incoming email appears as plain text in history.

Populate Call Title From Email Subject

Add Recipients as Stakeholders