This documentation supports the 20.02 version of Remedy Action Request (AR) System.

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


Configuring outgoing mailboxes

You must create at least one outgoing mailbox to process outgoing mail, as described in this section. The following figure illustrates how to set a mailbox as the default outgoing mailbox.
Setting the default outgoing mailbox

(Click the image to expand it.)



The Email Engine creates and sends messages based on the configuration options that you specify in the AR System Email Mailbox Configuration form. Outgoing messages can include results from actions specified in incoming messages, such as query or workflow results.

You can also link outgoing mailboxes to incoming mailboxes, to send the results of any actions from a specific incoming mailbox to a specific outgoing mailbox.

Note

To use notifications with email, you must designate one mailbox as your default notification mailbox. For more information, see Sending notifications.

Outgoing mailboxes support Messaging Application Programming Interface (MAPI), Simple Mail Transfer Protocol (SMTP), and Exchange Web Services (EWS) mail protocols.

To configure basic outgoing mailbox properties

  1. Open the AR System Email Mailbox Configuration form.
  2. Click New request.
  3. Enter the following information in the fields above the tabs:
    • Mailbox Name — Enter a name that describes the function of the mailbox. For example, enter ARSystemEmail - Outgoing.
    • Mailbox Function — Select Outgoing.
    • Status — Select Enabled.
  4. On the Basic Configuration tab, select either SMTPMAPI, or EWS as the Email Server Type, and set the following values in the remaining fields:
    • MAPI (for 32-bit JVM only):
      • Email Server Type — Select MAPI.
      • Polling Interval  (Minutes/Seconds) — Select a polling interval for the Email Engine to check for new outgoing email from the BMC Remedy AR System server.
      • Profile Name — Enter the name of the Microsoft Exchange profile that you created during the product installation.
        This field is required because a profile is used to see the MAPI email account configuration information. For more information about Microsoft Exchange profiles, see your Exchange documentation on the Microsoft Docs website.

    • SMTP  only:
      • Email Server Type — Select SMTP.
      • Polling Interval  (Minutes/Seconds) — Select a polling interval for the Email Engine to check for new outgoing email from the Remedy AR System server.
      • Connection Security — Select one of the following options:
        • None — Select this option if you do not want to specify any connection security protocol.
        • SSL — Secure Sockets Layer. This is an open standard that is used to establish and protect web communications and prevent the interception of critical information such as credit card numbers.
        • STARTTLS — Several protocols use the STARTTLS command to upgrade a plain text connection to an encrypted connection instead of using a separate port for encrypted communication. It is basically intended as a countermeasure to passive monitoring.
      • Email Server Name/IP — Enter the name or IP address of your company's mail server.
      • Email Server Port — Enter the mail server port number or click Set Default Email Server Port to accept the default port.
      • Email Server User — If your mail server requires authentication information before sending email, enter the user name for the email account.
      • Email Server Password — Enter the password of the email server user.

      Important

      If you want to configure a Microsoft Office 365 user in Remedy Email Engine by using SMTP, select the following values:

      • Connection Security: None
      • Email Server Name/IP: smtp.office365.com
      • Email Server Port: 587

    • (Remedy AR System version 2.02.02 and later) EWS only :
      • Email Server Type — Select EWS.
      • Polling Interval (Minutes/Seconds) — Select a polling interval for the Email Engine to check for new outgoing email from the Remedy AR System server. 
      • Exchange Service URL — Enter the URL for the Exchange Service.
      • Authentication Type— Select either Basic Authentication or OAuth2 Authentication.
        If you select Basic Authentication, enter the following information:
        • Email Server User — If your mail server requires authentication information before sending email, enter the user name of the email account.
        • Email Server Password — Enter the password of the email server user.

        If you select OAuth2 Authentication, enter the following information:

        Important

        You must register Remedy Email Engine with Microsoft Azure to configure OAuth 2.0 authentication.
        For more information, see Registering Remedy Email Engine with Microsoft Azure for OAuth 2.0 authentication.

        • Tenant ID — Enter the tenant ID for Microsoft Exchange configuration.
        • Email Server User — If your mail server requires authentication information before sending email, enter the user name of the email account.
        • Client ID — Enter the client ID.
          After you register a client application on Microsoft Azure, you get a client ID and client secret. This client application must have read and write permissions for email for the user who is added in the mailboxes. For more information about registering a client application on Microsoft Azure, see Register an app on the Microsoft Docs website.
        • Client Secret — Enter the client secret.
          After you register a client application on Microsoft Azure, you get a client ID and client secret. This client application must have permissions to read and write emails for the user who is added in the mailboxes.

        Important

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

  5. Click Save.

To configure advanced outgoing mailbox properties

This section describes how to specify default settings for an outgoing mailbox, including default addressing and templates. You can do this by using the Advanced Configuration tab of the AR System Email Mailbox Configuration form as shown in the following figure: 

 Advanced configuration for outgoing mailboxes

(Click the image to expand it.)



You can specify only one default template of each type for a mailbox. The AR System Email Templates form must already contain the templates.

Note

Review the information about advanced configuration settings in Creating and using email templates.

Perform the following steps:

  1. In the Advanced Configuration tab of the AR System Email Mailbox Configuration form, enter the following information in the fields above the tabs:
    • Associated Mailbox Name — Enter the name the existing mailbox that will receive instructions from this outgoing mailbox.
    • Default Outgoing Mailbox — Select Yes to make this outgoing mailbox route all emails that do not have a specified outgoing mailbox associated with them.
    • Display Name — Enter a descriptive name that appears in the From: line of outgoing emails.
      This option is not used with MAPI.
    • Email Address — Enter the email address of the server user that you created during the product installation.
      For example, if you entered a display name of ARSystem and an email address of arsystem@bmc.com, the From: line would be:
      From: ARSystem [arsystem@bmc.com]
      This option is not used with MAPI.
    • Reply To Address — Specify an email address where replies to your outgoing emails will be sent, or accept the default server user email address already in this field.
      This option is not used with MAPI.
    • Organization — If your email client displays your organization's name, enter the name of the organization or company.
    • Delete Outgoing Notification Messages — To have workflow-generated notification messages deleted from the AR System Email Messages form after they have been sent from this mailbox, select Yes.
      To save workflow-generated messages in the AR System Email Messages form, or if you are going to use email templates to modify records, select No.
      System administrators or other users with the appropriate permissions must delete manual messages.
  2. Specify Default Addressing for notifications and escalations:
    • Default To — Enter all email addresses that should receive outgoing messages from this mailbox if no other email address is specified in the message.
    • Default CC — Enter all email addresses that should receive copies of outgoing messages from this mailbox if no other email address is specified in the message.
    • Default BCC — Enter all email addresses that should receive blind copies of outgoing messages from this mailbox if no other email address is specified in the message.
  3. Specify Default Templates for notifications and escalations:
    • Header Template — Enter the name of the template to use for the message header if no other header template is specified.
    • Footer Template — Enter name of the template to use for the message footer if no other footer template is specified.
    • Status Template — Enter name of the template to use for the status if no other status template is specified.
    • Result Template — Enter the name of the template to use for the result if no other result template is specified.
  4. Click Save.

For more information about notifications and escalations, see Defining a workflow to send email notifications.

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Comments

  1. Gerardo Ramirez

    Please update the part for EWS, by putting a note like "Authentication Type Field will not show in the Mailbox Configuration form until you apply Patch 2"

    Aug 25, 2021 03:10
    1. Anagha Deshpande

      Hello Gerardo,

      We have added a note to the topic.

      Regards,

      Anagha

      Oct 29, 2021 03:39