This documentation supports the 19.08 version of Remedy Action Request System.

To view an earlier version, select the version from the Product version menu.

AR System Email Mailbox Configuration form

In this topic:

Use the AR System Email Mailbox Configuration form to create mailboxes and specify their use. For each mailbox, the form provides a name and email address for the mailbox administrator, actions associated with the mailbox, connection and security provisions, and defaults.

For more information, see Configuring outgoing mailboxes and Configuring incoming mailboxes.

Incoming mailbox—Basic and Advanced Configuration tabs

The following table describes the fields on the basic and advanced tabs:

AR System Email Mailbox Configuration--Basic and Advanced 

Field nameDescription
Mailbox NameEnter the name of the incoming mailbox.
Mailbox FunctionSelect whether mailbox is Incoming or Outgoing.
StatusSelect Enabled to activate the mailbox. Select Disabled to keep the mailbox disabled.
Basic Configuration tab
Email Server Type

Select the email protocol. Incoming mailboxes include following protocols: For 32-bit JVM:

  • POP3
  • IMAP4
  • MBOX
  • MAPI
  • EWS

For 64-bit JVM:

  • POP3
  • IMAP4
  • MBOX
  • EWS

Note: If you want to use the MAPI protocol, you should use Exchange Server 2013 or earlier. However, if you want to use the EWS protocol, you should use Exchange Server 2016 or later.

Polling Interval (Minutes)Enter the number of minutes after which the Email Engine will check for incoming mail from the mail server for this mailbox.
Email Server Requires SSLEnables the secure socket layer. Used only with POP3 and IMAP4.
Inbox PathEnter the full path file name to the mbox file corresponding to the user email account that will be used. Used only with MBOX.
Email Server Name/IPEnter the name or IP address of the mail server used in your organization. Used only with POP3 and IMAP4.
Email Server Port

Enter the port used for connecting to the mail server. The default port number is determined by the protocol selected and whether Secure Sockets Layer (SSL) is selected. Used only with POP3 and IMAP4. If you do not enter a port number, the following default values will be used:

  • POP3: 110
  • POP3 with SSL: 995
  • IMAP4: 143
  • IMAP4 with SSL: 993
Email Server UserEnter the user name of the administrator or user for this email account. Used only with POP3, IMAP4, and EWS.
Email Server PasswordEnter the user name of the administrator or user for this email account. Used only with POP3, IMAP4, and EWS.
Profile NameEnter the name of the Microsoft Exchange profile to be used for incoming mailbox. Used only with MAPI.
Advanced Configuration tab 
Associated Mailbox NameEnter the name of an outgoing mailbox used to reply to incoming emails that require a response.
Email ActionSelect Parse to enable the Email Engine to detect and process instructions included in an incoming email message, or accept the default value of None for no action.
Use Original Template FormatSelect Yes to enable the system to use only the parsing mechanism used in the original parsing system (BMC Remedy Mail Server release 5.1 or earlier) and thus ignore special HTML fields and XML formats.
Reply With ResultSelect Yes to enable the results of an Action to be included with an email reply, or select No if results should not be included.
Reply With EntrySelect Yes to return the complete entry of a submit or modify action. Select No to use the default single-line entry.
Enable Modify ActionsSelect Yes to enable modify actions, or No to prevent modify actions from being performed.
Default Workflow FormEnter the name of the form upon which the Email Engine will execute instructions found within the incoming email message if no specific form is specified in the email message.
Force Default Workflow FormSelect Yes if the Default Workflow Form should be used regardless of what was specified in an incoming email. This action will confine all instructions received by this mailbox to the specified form.
Use Security KeySelect Yes to force a security key to be used for incoming mail to this mailbox.
Use Supplied User InformationSelect Yes to use AR System server login information that might be included within the incoming email message.
Use Email From Address

Select Yes to use the email address of the sender as a form of authentication.

Note: If the database is case sensitive, make sure that the character case of the email address from the user form and email address of the sender is the same.

Outgoing mailbox—Basic and Advanced Configuration tabs

The following table describes the fields on the basic and advanced tabs:

Basic and advanced configuration for outgoing mailboxes  

Field nameDescription
Mailbox NameEnter the name of the outgoing mailbox.
Mailbox FunctionSelect whether mailbox is Incoming or Outgoing.
StatusSelect Enabled to activate the mailbox. Select Disabled to keep the mailbox disabled.
Basic Configuration tab
Email Server Type

Select the email protocol. Outgoing mailboxes include the following protocols: For 32-bit JVM:

  • SMTP
  • MAPI
  • EWS

For 64-bit JVM:

  • SMTP
  • EWS

Note: If you want to use the MAPI protocol, you should use Exchange Server 2013 or earlier. However, if you want to use the EWS protocol, you should use Exchange Server 2016 or later.

Polling Interval (Minutes)Enter the number of minutes after which the Email Engine will check for new outgoing mail waiting to be sent from this mailbox.
Email Server Requires SSLEnables the secure socket layer. Used only with SMTP.
Email Server Name/IPEnter the name or IP address of the mail server used in your organization. Used only with SMTP.
Email Server Port

Enter the port used for connecting to the mail server. The default port number is determined by the protocol selected and whether Secure Sockets Layer (SSL) is selected. Used only with SMTP. If you do not enter a port number, the following default values will be used:

  • SMTP: 25
  • SMTP with SSL: 465
Email Server UserEnter the user name of the administrator or user for this email account. Used only with SMTP and EWS.
Email Server PasswordEnter the user name of the administrator or user for this email account. Used only with SMTP and EWS.
Profile NameEnter the name of the Microsoft Exchange profile to be used for the outgoing mailbox. Used only with MAPI.
Advanced Configuration tab 
Associated Mailbox NameEnter the name of the incoming mailbox that will be used to receive instructions or notifications.
Default Outgoing MailboxSelect Yes so that all outgoing messages for which an outgoing mailbox is not specified will be sent using information in this entry.
Display NameEnter the name you want displayed in the From line of the outgoing email.
Email AddressEnter the full email address of the administrator or owner of this mailbox.
Reply To AddressEnter the Reply-to email address for the mailbox owner or administrator, if you plan to enable users to reply to notification messages sent from this mailbox.
OrganizationFor email clients that display an organization name, enter the name of the mailbox owner, or administrator's organization.
Delete Outgoing Notification MessagesSelect Yes to have outgoing notification messages deleted from the AR System Email Messages form after they have been sent from this mailbox.
Default AddressingEnter the email addresses to send to if addresses have not been specified in the Messages tab for a notify filter or escalation.
Default ToEnter the default email addresses for those who should receive outgoing messages from this mailbox.
Default CCEnter the default email addresses for those who should receive copies of outgoing messages from this mailbox.
Default BCCEnter the default email addresses for those who should receive blind copies of outgoing messages from this mailbox.
Default TemplatesIf a user creates a message without specifying a template in the Templates tab for either Notify filter or escalation actions, then this template will be used by default.
Header TemplateEnter the template to be used as the default header template.
Footer TemplateEnter the template to be used as the default footer template.
Status TemplateEnter the template to be used as the default status template.
Result TemplateEnter the template to be used as the default result template.
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