About Email Monitoring Service

The Email Monitoring Service allows a specific set of incoming emails to be automatically saved to a case.

Follow the configuration instructions in Picklist Maintenance (Emails for Monitoring and Email Subject Search Criteria) and System Parameters below to enable your SmartAdvocate system to use the Email Monitoring Service.

Picklist Maintenance

Emails for Monitoring

Select Admin.
Select Picklist Maintenance.
Search for and select Emails for Monitoring.
Select ADD NEW ITEM.
Enter the Email address.
Enter the Password.
Enter the Host.
Enter the Port.
Select the Secure Connection Type from the dropdown menu.
It may be necessary to consult your IT professional for assistance with steps 7, 8, and 9.
If applicable, place a checkmark in the Match emails by “From” address checkbox.
Select UPDATE to add a new email for monitoring.
Otherwise, select CANCEL to return to the previous screen.

Email Subject Search Criteria

Select Admin.
Select Picklist Maintenance.
Search for and select Email Subject Search Criteria.
View the current list of Email Subject Search Criteria.
The items listed here trigger the email to be automatically added to the case.
Select ADD NEW ITEM to add additional subject search criteria.
Enter a new Search Criteria.
Select UPDATE to add a new Search Criteria.
Otherwise, select CANCEL to return to the previous screen.

System Parameters

Select Admin.
Select System Parameters.
Search for Email Monitoring Service. Three system parameters will appear.
1. Ignore SA notification emails.
2. When the service connects to a mailbox for the first time, it will scan emails that are no older than the specified number of days.
3. 0-save email as one file, 1-save attachments from email, 2-save attachments from email and email as SA email.
Select the edit icon to edit the current parameter.

Related Pages

Emails Screen

Picklist Maintenance

System Parameters