Categories

Name

Displays the name assigned to the category.  Click the plus sign (+) next to a category to display its subcategories.

Hotkeys

Displays the sequence of characters that provides a shortcut for applying the category to a message.

Name

Indicates the name assigned to the category.  Root categories must have unique names.

Hotkey

Indicates the unique sequence of characters that provides a shortcut for applying the category to a message. You can use letters and numbers.  The shorter the hotkey, the more convenient it is for users.  Hotkeys are not case sensitive, and they cannot include shift keys, such as ALT and CTRL. If you want to use a rule to assign a category, then you must define a hotkey for the category.

Description

Displays optional text that provides additional information about the category.

Department

Indicates the department that owns the category.  Only root categories require departments.  For subcategories, select None.

Parent category

Indicates the category for which this category is a subcategory.  Click Select to get the Select Categories window.   Click Reset Parent to remove the parent. Clicking on this button will set 'None' value for the Parent Category.

Select

Displays a list of categories you can select as the parent category.

Reset Parent

Resets the selected Parent category. Clicking on this button will set 'None' value for the Parent category.

Subject

Indicates the subject that will be used for the outgoing message that this category is applied to. The subject will only be used in cases were 'Override outgoing message subject in rule processor' and/or 'Override outgoing message subject in mail client' are enabled (see below)

Override outgoing message subject in rule processor

Indicates whether or the not the rule processor will override the subject of an outgoing message with the subject specified in the category.

Override outgoing message subject in mail client

Indicates whether or the not the mail client will allow the override of the subject of an outgoing message with the subject specified in the category.

Template text

Indicates the standard text that will be included in the response to messages labeled with this category.  See Composing text.

Case

Keep ownership indicates whether all messages having the same case number should be sent to the user who answered the original message.

Attachments: Include incoming attachments

Indicates whether attachments associated with the incoming message should be included with the response.

Recipients

Indicates the users who should be copied when this category is assigned to a message.

Links

Assign links to categories by selecting a link from the Available links list and add it to the Assigned links list by clicking the Add button.

You can remove the link assignment by selecting a link from the Assigned link list and clicking on Remove button. This moves the link to the Available links list.

Edit

Displays the Choose Recipients dialog so that you can select the users to whom the message should be sent.

View

Displays the Recipient Profile dialog for the selected recipient in the Recipients list.

Remove

Removes the selected recipient from the Recipients list.

Attachments

Indicates the attachments associated with the category.

Edit

Displays the Attachments dialog so that you can select documents to attach to a message.

View

Displays the attachment selected in the Attachments list.

Remove

Removes the selected attachment from the Attachments list.