This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

To view the latest version, select the version from the Product version menu.

Deployment example for inbound and outbound email

This deployment example shows how email can be deployed.

Business value

This email deployment example provides the following business value:

  • You can submit incidents and update the affected records (for example, incident, problem, work order, and task records) using email and can accomplish these tasks from multiple locations.
  • Email is a simple and familiar means for accomplishing tasks.
  • You can provide correspondence that is directly tied to target records so there is no opportunity for lost correspondence.

Architecture

Note

The icon shown in the following diagrams represents a software component or module: .

The following diagram shows the components that make up this example deployment.

Components diagram

Click the following image to expand it.

For this example, the components include:

  • BMC Remedy AR System server instance with BMC Remedy Email Engine service
  • Incoming mail server, which in this example is a Postfix mail server configured to receive email using Simple Mail Transfer Protocol (SMTP) and communicate with the BMC Remedy Email Engine using Post Office Protocol version 3 (POP3)
  • Outgoing mail server, which in this example is a Postfix mail server configured to send email using SMTP
  • A browser that is used to access a BMC Remedy application
  • A mail server (typically Microsoft Exchange) that is used to send and receive email via SMTP over the internet

Note

You can use mail transfer agents (MTA) like qmail, Exim, and sendmail, or mail servers like Microsoft Exchange.

After the BMC Remedy Email Engine is installed and started for the first time, it contacts the BMC Remedy AR System server and reads all the entries in the AR System Email Mailbox Configuration form and creates Incoming and Outgoing mailboxes based on the information. The BMC Remedy Email Engine polls the company mail server for incoming messages from query forms. It interprets these query instructions and translates them into API calls to the BMC Remedy AR System server. It also formats outgoing emails and sends them to the company mail server. The BMC Remedy AR System server responds to BMC Remedy Email Engine API calls and queries the database. It returns the results to the BMC Remedy Email Engine.

For more information about the BMC Remedy Email Engine architecture, see BMC Remedy Email Engine architecture

Deployment models

The BMC Remedy Email Engine is deployed on the same VM as BMC Remedy AR System.

Incoming and outgoing mail servers, which are deployed as separate VMs, are considered shared services.

The following diagram shows a single server deployment.

Single server deployment model

Click the following image to expand it.


A variation to the preceding deployment model occurs when BMC Remedy AR System is deployed in a server group. The following diagram shows the deployment of multiple BMC Remedy AR System servers and one BMC Remedy Email Engine per BMC Remedy AR System server.

Server group architecture

Click the following image to expand it.

In the following diagram, BMC Remedy AR System server 1 and BMC Remedy AR System server 2 are in a server group. BMC Remedy AR System server 1 is the primary server, and BMC Remedy AR System server 2 is the secondary server.  If the primary server fails or is shut down, then the secondary server starts and signals all its peripherals (for example, the Email Engine and flashboards) to start working. However, if the BMC Remedy Email Engine service on the primary server fails, then the BMC Remedy Email Engine on the secondary server will not start because signaling works at the server level and not at the peripheral components' level.

Server group deployment model

Click the following image to expand it.

Recommendation

Deploy one BMC Remedy Email Engine per BMC Remedy AR System server to avoid email disruption if one of the BMC Remedy AR System servers shuts down.

For information about configuring the BMC Remedy Email Engine for a server group, see Configuring the Email Engine for a server group.

Recommended settings for this deployment example

The following table shows recommended settings.

Recommended settings

Setting

Value

Related information

InComing Email Protocol

POP3

For information about configuring BMC Remedy Email Engine mailboxes, see Configuring BMC Remedy Email Engine mailboxes.

InComing Polling Interval minutes

60 seconds

For information about configuring BMC Remedy Email Engine mailboxes, see Configuring BMC Remedy Email Engine mailboxes.

InComing Advanced Email configuration tab

Default configurations

For information about configuring BMC Remedy Email Engine mailboxes, see Configuring BMC Remedy Email Engine mailboxes.

Outgoing Email Protocol

SMTP

For information about configuring BMC Remedy Email Engine mailboxes, see Configuring BMC Remedy Email Engine mailboxes.

Outgoing Polling interval minutes

60 seconds

For information about configuring BMC Remedy Email Engine mailboxes, see Configuring BMC Remedy Email Engine mailboxes.

Outgoing Advanced Email configuration tab

Default configurations

For information about configuring BMC Remedy Email Engine mailboxes, see Configuring BMC Remedy Email Engine mailboxes.

Outgoing email daemon properties

MailboxPollingUnitslsMinutes = false
OutgoingMessagesQueueSize = 400

For information about configuring the EmailDaemon.properties file, see EmailDaemon.properties file.

Incoming email daemon properties

IncomingConnectionRecycleSize = 100
IncomingMessagesQueueSize = 100 MailboxPollingUnitlsMinutes = false

For information about configuring the EmailDaemon.properties file, see EmailDaemon.properties file.

NumberOfSenderThreads

4

For information about configuring the EmailDaemon.properties file, see EmailDaemon.properties file.

Minimum and maximum Java heap size

Minimum Java heap size = 256 MB (to be set in registry)
Maximum Java heap size = 1024 MB (to be set in registry)

For more information about configuring heap size, see Defining a heap size for the BMC Remedy Email Engine.

Configuring inbound and outbound emails

To configure inbound and outbound emails, complete the following steps:

  1. Configure your mail server, which includes setting up your mailboxes and the user for BMC Remedy Email Engine.
  2. Configure BMC Remedy Email Engine using the recommended settings listed in the preceding table.
  3. (Optional) You can choose to configure application-specific inbound and outbound email rules (see Configuring the Email Rule Engine and Notification Engine configurations). If you do not configure these rules, the rules are set by the default provided out-of-the-box rules.

Related topics

Preparing to install the Email Engine
Stopping and starting the Email Engine
Settings in the EmailDaemon.properties file
Load balancing with Email Engine
Setting up incoming email
Setting up outgoing email

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