Email fields

Multiple email addresses can be handled in the Address Book for incoming and outgoing email. For example, if there are two fields in the Address Book of type Email address that are called Email address and Secondary Email address, one can be set as the primary address under Administration | Address Book | Edit Options | Email Fields (this option only appears when there are multiple email address fields defined in the Address Book). Here is how it works:

• Outgoing Email notification—Notification on an Issue can be sent to any email address for a contact. Notification emails default to the primary email address unless the Issue was submitted from a secondary account. In that case, the secondary account receives the notifications automatically for that Issue. The agent, when creating/updating the Issue, can select the email address to receive the notification in the Email section of the Create Issue or Edit Issue page.
• Incoming Email submissions—Incoming email submissions by customers are accepted from any email account found in the Address Book, including secondary email addresses. If a customer’s primary email account is, for example, bsmith@widget.com, but he sends an email to BMC FootPrints Service Core from bsmith@yahoo.com and the Yahoo account is part of his contact record as a secondary email address, his contact information is included as part of the Issue record, and he is specified as the submitter of the Issue.