You can set system-wide defaults for e-mail correspondence and workflow. For correspondence, these preferences include formatting and jurisdiction, address block, red flag, and acknowledgement settings. For workflow, they include office, template, correspondence, and acknowledgement settings. When you set e-mail preferences, you’re setting them for all IQ users in your office.
To set e-mail office preferences:
Click the Admin tab and click the System submenu link.
Expand the E-Mail Inbound Configuration and E-Mail Outbound Configuration sections by clicking the + icon.
The following sections are available in the E-Mail Inbound Configuration: IMA Warnings, SMTP Warnings, General, Address Block, Red Flag, and Extended and Webform Workflow.
The following sections are available in the E-Mail Outbound Configuration: General and Auto-Acknowledgments.
Make changes to the settings and select the Save action.
Settings in this section allow you to control the number of days before IQ displays a message on the System Warnings page for incoming e-mail, last run date for IMA and the number of items in your Exception or Nondeliverable Set. In addition, a message will appear on the System Warnings page to prompt System Administrators to review their e-mail circuits (incoming and outgoing) on a scheduled basis to make sure that all processes are working as expected. Note: If Office does not Receive E-Mail is selected, the settings in this section do not appear. IQ uses business days (minus any dates in your holiday codes) to display the Digital Mail warning and calendar days for all other types of emails.
Settings in this section allow you to monitor whether the SMTP gateway and IMA folders are functioning properly on your IQ server for both incoming and outgoing emails. If your office is configured to receive incoming email into your IQ system, those emails are placed into the SMTP Drop folder and processed every five to ten minutes by IMA. A copy of each incoming email is placed into the IMA Tmp_Drop folder and is then removed from this folder after it is successfully processed by IMA. If IMA is not able to process it, the email is placed into the IMA IMA_Failures folder. Outgoing emails sent from your IQ system are placed into the SMTP Pickup folder and are sent out immediately. If an outgoing email is sent back to your IQ server, it is placed into the SMTP Queue folder for further delivery attempts and is then placed into the SMTP Badmail folder.
This section of the E-Mail Inbound Configuration allows you to select the level of information to be recorded in the agent log file, define the IMA Mailboxes for your IQ database, select the number of e-mails that are processed during a .NET cycle, set duplicate checking preferences for prefix, identify the geographical jurisdiction covered by your office or organization and select case standards for incoming messages.
This setting allows you to select the amount of information that IMA records (about the processing of all incoming e-mail messages) in the Agent.log file each time it runs. The default setting is Normal, which saves the processing start and completed date and time and the file number. Other settings are Detail, which saves additional data about how an e-mail is being processed, and Debug, which saves all processing information and is used by Leidos DSI technical support personnel for troubleshooting.
This field tells IQ what to do when the Agent.log file is larger than 4.2 megabytes in size. Three options are available when this file reaches 4.2 megabytes: Delete (the file is deleted), Give Warning (users receive a warning at logon on the System Warnings page), or Rename (the current file is renamed and a new agent.log file is created).
Select this option if you would like IMA to store a copy of all incoming emails in an Archive folder on your IQ server under e:\mailroot. A sub folder is created for each IQ Account, current year and current month and day (i.e. e:\mailroot\archive\qng\2011\1031). The archived emails are copies of the original .eml files before they are processed by IMA. They can be used to reprocess emails, if your Leidos ITC or Tech Support Representative determines there is a need to do so. You should contact your Leidos ITC before selecting this option to ensure your IQ server has enough disk space to use this feature, because there is no automatic deletion of the archived emails.
Leave this setting blank if you do not want to restrict the size of the .eml file processed by IMA. Enter a size up to 5000 KB and any incoming .eml file which exceeds the entered size limit will be placed into the ima_failures folder on your IQ server and will not be processed into your IQ database.
Enter the SMTP address of the IQ Web server for your office for incoming e-mail. If you have more than one e-mail address, enter each on a separate line.
This setting defaults to 50 e-mails per .NET Cycle, which is the recommended setting for large volumes of incoming workflow email and response workflow email. Other types of incoming email are not currently processed under .NET and therefore are not impacted by this setting.
Select this check box if you would like IMA to ignore the prefix when checking your IQ database for a possible duplicate People record. If you select this option, IQ will consider an email from Mrs. John Smith a duplicate to an existing people record for Mr. John Smith with the same mailing address, but different email addresses. In this example, the existing people record for Mr. John Smith would be updated to include the email address from Mrs. John Smith. Note: This setting applies to incoming emails which result in a Workflow as well as non-Workflow related emails.
Enter the state and district represented by your office. Establishing a jurisdiction simplifies setting rules for responding to e-mail messages from within and outside of your jurisdiction, and for sending auto-acknowledgement messages to correspondents who live within or outside of the jurisdiction. If you do not enter a State or District all messages are considered in jurisdiction.
State &endash; Type the two-letter postal abbreviation for your home state or click the lookup icon to display a list of available state codes. Select a state from the list by clicking it.
District &endash; You may type a number in this field to represent a legislative district and further define your office jurisdiction. If you leave this field blank, IQ will make jurisdiction determinations based on state alone. If you leave both State and District blank, all incoming e-mail messages will be processed as in jurisdiction.
Select Yes to normalize case for formatted and unformatted names and addresses that are compared to and added directly to the database. This normalizes to uppercase and lowercase name and address information that was typed and sent, for example, in all upper case.
Email addresses (i.e. mail@change.org) or domains (i.e. %@change.org) entered into this field will not be added to People records that are updated or created by IMA rules. This will prevent formatted and unformatted emails from advocacy groups, such as change.org, from being added to the same People record.
This setting can be used to block phone numbers from being added to People records that are updated or created by an IMA Rule. Enter each phone number on a separate line with or without formatting. The formatting will be ignored in the phone number entered in the formatted Incoming email in any of these XML tags: <PHONE>, <PHONE_H>, <PHONE_B>, <PHONE_F>, <PHONE_C>, and <TPHONE>. Note: This setting does NOT apply to CWC, Workflow or Calendar emails.
Enter the number of emails, up to 10, that you would like IQ to retain for duplicate checking. These emails are stored on your IQ server. Each time IMA runs, it checks the saved emails and compares the from email address, subject and message body. If IMA finds an exact match, the duplicate email is discarded and is not processed into IQ. If no match is found, then the email is saved in position number one and the remaining saved emails all move forward one position. So only the most recently processed emails are saved for duplicate check. This is helpful when your office receives emails from an advocacy group that sends the same group of emails a few minutes apart or when a constituent accidently clicks the Send button twice for the same email.
Leave this blank to use the default calendar "IMACalendar" for IQ Events that are created from incoming emails with <APP> tag value of "CALENDAR". If you would like Calendar emails to be assigned to another IQ Calendar, then enter that calendar name in this field.
Select the user or users who should receive an IQ Alert whenever an IQ Event is created from an incoming webform calendar email (i.e. an email which contains the <APP> CALENDAR tag).
This setting allows you to restrict which IQ User(s) can not be assigned or reassigned mail in the Mail Record page, Change Data or the Change dialog in the scrolling Mail search results. Incoming emails processed by IMA Correspondence Rules can still assign mail to the IQ User(s) entered in this field.
Enter all of the Affiliation Codes, such as EMAIL.OPTIN, that your office uses to identify which People records have opted-in (i.e. signed up or subscribed) to receive your eNewsletters. You will then be able to quickly select and report on when a people record opted-in based on the following Status Log entries in the People records:
• IMA Added Affiliation EMAIL.OPTIN
• Survey Response added affiliation code ’r;EMAIL.OPTIN'
• Survey Participation added affiliation code 'EMAIL.OPTIN'
Note: If one of the opt-in affiliation codes entered in this field is manually added to a People record by an IQ user, it will not be counted as an opt-in for selects or analyze records.
This setting is used in conjunction with the above Added Opt-in Affiliation Codes to identify which opt-in codes, such as EMAIL.OPTIN, were removed by the XML Tag <AFFL_DEL> (i.e. <AFFL_DEL>EMAIL.OPTIN</AFFL_DEL>). You will then be able to quickly select and report on when a people record opted-in based on the following Status Log entries in the People records:
• IMA Removed Affiliation EMAIL.OPTIN
• Survey Response removed affiliation code ’r;EMAIL.OPTIN'
• Survey Participation removed affiliation code 'EMAIL.OPTIN'
Note: If one of the opt-in affiliation codes entered in this field is manually removed from a People record by an IQ user, it will not be counted as an opt-out for selects or analyze records.
Enter all of the Affiliation Codes, such as EMAIL.OPTOUT, that your office uses to identify which People records have opted-out (i.e. unsubscribed) from receiving your eNewsletters. You will then be able to quickly select and report on when a people record opted-out based on the following Status Log entries in the People records:
• IMA Added Affiliation EMAIL.OPTOUT
• Survey Response added affiliation code 'EMAIL.OPTOUT'
• Survey Participation added affiliation code 'EMAIL.OPTOUT'
Note: If one of the opt-out affiliation codes entered in this field is manually added to a People record by an IQ user, it will not be counted as an opt-out for selects or analyze records.
Enter an affiliation code in this field if you like IMA to ignore the email address as criteria for duplicate checking for any People record that contains the selected affiliation code when processing incoming workflow and non-workflow emails. Note: IMA will still use the name and mailing address to locate a matching People record for any People records which contain the selected affiliation code.
This field can be used to identify incoming emails as undeliverable based on a string located at the beginning of the Subject line (i.e. Subject: Delivery Failure). If a match is found, then the incoming email is placed into the NONDELIVERABLE Set with "Nondeliverable EMail determined by Customer Criteria" in the Set Info column.
Address block preferences instruct the process to look for name and address information in unformatted mail and to search for and add People records based on that information.
Select Yes to search for a name and address in unformatted e-mail messages. If an address is identified, a People record is created and the name and address is placed in the appropriate People fields. If a name and address is not identified, when the People record is created, the e-mail address is placed in the Last name field of the People record, and the words "Electronic Mail" are placed in the City field. It also places the e-mail address in the People Communications section. A pending mail record is attached to the People record.
These fields tell the process to skip address block strings in unformatted mail when parsing the name and address of the sender for finding or creating People records. This is especially useful when the incoming message has the recipient’s address block at the beginning of the message and the sender’s address at the end of the message. To use this feature, enter a string from your office address, for example the name, and the process will ignore any address block with that name when determining the sender information. This string is also ignored when duplicate checking is done in the Exception Handler, so that the sender’s address rather than the recipient’s is parsed into the name and address fields.
Red Flag rules let you identify e-mail messages that contain specific words and flag them. The purpose of red flags is to prevent an automatic response from being sent without first reviewing the incoming e-mail.
Click in the Sub-Rule used... field and select the subrule that you've created for this purpose. The subrule is normally set up to look for specific words that are contained in e-mail messages, typically those of a threatening or profane nature. This subrule is checked before executing any other rule. If the evaluation returns a "true," it is red-flagged and evaluated against the remaining rules. If it meets the condition of a rule with the action "update the database" that was set to make the outgoing status "Pending," the red flag rule overrides the Pending status and sets the status to On Hold.
Click in the Issue Code... field to assign an issue code to all Red Flag correspondence. The Red Flag issue code can be used to search for flagged pending mail that's on hold or for flagged mail that was created as closed.
Note that placing a subrule in the Sub-Rule used... field does not automatically create a pending correspondence. The message must also meet another rule regarding the creation of correspondence. Other actions such as creating a closed Outgoing, routing a message to the Exception Handler, or deleting an e-mail message, are not automatically affected by the Red Flag rule. However you can modify such rules to look for the Red Flag subrule by selecting a Condition Type of Sub-Rule in the IMA Rule Wizard and then selecting your Red Flag subrule from the list that appears.
This section of the E-Mail Inbound Configuration contains settings for processing incoming workflow emails from Web Forms and other IQ systems (i.e. Extended Workflow).
Type the office name (for example, Office of Representative John Smith) that you would like to appear in the outgoing text of all Extended Workflow with the outgoing Internet-Mail Text method.
Click in this required field and select the staff member to whom workflow correspondence is assigned for e-mails that do not have issue codes, those that have issue codes with no staff member assigned to the code, or those that do not meet the condition of a workflow keyword routing rule. The Assigned To field of the workflow Mail record that’s created contains the user name of the person selected in this field. Note: If you enter "Intranet Quorum IMA" in the keywords field and "@WFOwner" in the staff field in a workflow rule, IQ will assign the Mail record for incoming workflow e-mail messages to the step owner of the workflow instead of the user selected in this field.
Select a template name from the drop-down list by clicking in the list and highlighting a name or by typing the first letter of the template name. Extended Workflow and Web Forms use this template to create new workflows when the incoming message doesn't contain a Template ID.
Click in this field and select imail or usmail as the default outgoing method for all workflow Outgoings created through the Internet Mail Agent.
Click in this field and select Yes to send an auto-acknowledgement in response to workflow e-mail generated by Webforms setup by your office for such requests as Flags and Tours. When you send a Workflow auto-acknowledgement, the e-mail address sent in on the form is validated. If the address is invalid, the auto-acknowledgement returns your message to either the Exception Set or the badmail directory, depending on your system SMTP setup.
Note that even with this option set to Yes, auto-acknowledgements are never sent out in response to extended workflow e-mail messages.
This field is used when Process IMA 'WORKFLOW' E-Mail in .NET is set to Yes in the Workflow Configuration section in your IQ System Configuration settings. Leave this field empty and IMA will prepend the default text "FIELD VALUE TRUNCATED; SEE ATTACHMENT FOR FULL VALUE." to the beginning of any Data Fields (i.e. UDFs) which contain more than 4,000 characters in the incoming workflow email. Enter your own text in this field, such as "MESSAGE TRUNCATED, SEE ATTACHMENT FOR FULL MESSAGE" if you would like IMA to prepend that text instead of the default text to any Data Fields with more than 4,000 characters in the incoming workflow email. A text file, with the name of the Data Field (i.e. Message_01.txt), is attached to the workflow record in IQ for each Data Field that contains more than 4,000 characters. The text file contains the entire contents of the Data Field from the incoming workflow email.
This section of the E-Mail Outbound Configuration allows you to set the outgoing from e-mail address and subject defaults and to set the default buffer size for background email processing.
Type the e-mail address (for example, "Office of Representative John Smith" <johnsmith@house.gov>) that you want to appear in outgoing e-mail responses sent from IQ. This address appears as the sender (From) in all non-Extended Workflow e-mail messages sent by your office as well as any Auto-Acknowledgments. IQ automatically displays this email address in the From field in the Mail Record page when the outgoing method is E-Mail.
This field allows your office to provide a list of additional From email addresses for outgoing e-mail messages. When one or more email addresses are entered into this field, the From email address field on the Mail Record page changes to a drop-down list. This drop-down list contains the email address entered in the Default From E-Mail Address for Outgoing messages field along with the email address(es) entered in this field.
Note: A Validate button appears to the left of the From E-Mail Address fields, if Active Scripting is turned on for your workstation. Clicking this button opens a Command window and runs nslookup to validate the outgoing domain name for each email address. IQ then closes this window and displays the message "The domain name of your email address appears to be valid" if it is able to reach the domain and "The domain name of your email address appears to be invalid" if it does not reach the domain.
Select Re: Subject of incoming message to use the incoming e-mail subject as the subject of your outgoing message. Select Always use office defined Subject to use the office-defined subject (as entered in the Office-defined Subject for Outgoing messages) for non-workflow e-mail messages.
Type the subject you want to use for non-workflow e-mail messages. This subject is used if you've set Format of Subject for reply messages to Always use office-defined Subject. If you set Format of Subject&ldots; to Use Re: Subject of incoming message, if available, this subject is only used when the incoming e-mail has no subject. You can also include merge codes in this field for the Office Defined E-Mail Subject. If no data is found for the merge code, it is omitted from the subject and if data in the specified field exceeds the allowable length of the subject line, it is truncated.
This field allows you to use a descriptive alias, such as "Office of Representative John Smith" when sending outgoing extended workflow e-mails. The value entered in this field is combined with the Sender Address for Outgoing Extended Workflow messages field to create the complete sender e-mail address. For example, "Office of Representative John Smith" <ima@mail.house.gov> in which "ima@mail.house.gov" is entered in the Sender Address for Outgoing Extended Workflow messages field.
Type the e-mail address (such as "ima@mail.house.gov") that you want to appear in outgoing workflow e-mail sent from IQ. This address appears as the sender (From) in all Extended Workflow e-mail messages sent by your office and must be a valid IMA Web Server Mailbox e-mail address in order for IMA to process the recipient's response.
Leave this field blank if you would like only one sender e-mail address available for outgoing extended workflow e-mails sent from IQ. If you would like users to be able to select another from email address for outgoing extended workflow emails, then enter them in this field. Note: If you would like the recipient to be able to reply back to the from email address, then you must enter the same email address(es) in the IMA Web Server Mailbox field.
Select Re: Subject of incoming message to use the incoming e-mail subject as the subject of your outgoing message. Select Always use office defined Subject to use the office-defined subject (as entered in the Office-defined Subject for Outgoing Workflow messages) for workflow email messages.
Type the subject you want to use for outgoing workflow e-mail messages. This subject is used if you've set Format of Subject for reply messages to Always use office-defined Subject. If you set Format of Subject to Use Re: Subject of incoming message, if available, this subject is only used when the incoming workflow e-mail has no subject.
This setting controls the number of emails that IQ places into each background job when you select the option to process emails in the background. The default setting is 1,000.
This setting allows you to select another file extension (either .TXT or .MHT) to use in place of the default (.EML) for attached email files for outgoing emails.
Check with your Leidos ITC for assistance with configuring the paths for the various types of emails that are sent out of your IQ system.
Auto-Acknowledgement preferences let you create a message or form letter response, which is automatically sent in reply to incoming e-mail messages. The acknowledgements are available for selection at the bottom of the IMA Rule Entry page. When you create a rule, you have the option to attach an auto-acknowledgement to it. The ALL, OOJ or Custom acknowledgement is sent to all messages that meet the rule definition. In addition, you can control the length of time that an acknowledgement is sent to the same email address. You can also delay the sending of the ALL and OOJ acknowledgements for 1 to 5 days for IMA Rules with the action Update the Database. Note: Before sending the Auto Acknowledgment, IQ will check the COMMON_EMAIL table and if the email address is marked as Bad, then the Auto Acknowledgment will not be sent to the bad email address.
hour interval between
IMA auto-acknowledgements
From
Email Address List for IMA auto-acknowledgement messages
ALL
Acknowledgement
Default
From Email Address for ALL Acknowledgement
Format of Subject
Subject
Reply with History
Days to Delay
Format of Ack Message Body
Message
Preview
OOJ
Acknowledgement
Default
From Email Address for OOJ Acknowledgement
Format of Subject
Subject
Reply with History
Days to Delay
Format of Ack Message
Body
Message
Preview
WF
Acknowledgement
Default
From Email Address for WF Acknowledgement
Format of Subject
Subject
Reply with History
Message
Preview