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.

How incoming email works

The following figure presents a sample scenario that demonstrates how the Email Engine receives incoming email.

How the Email Engine receives incoming email
(Click the image to expand it.)

  1. In the XYZ Company, the AR System administrator has configured the Email Engine to receive email submissions by using email as a client to the AR System server. To make email easier to use, he has created and sent to his user base several email templates that cover typical work situations, for example, submitting entries to the HD Incident form, and querying the status of their tickets.
  2. Joe User cannot print his document because his printer has a paper jam that he cannot fix. He opens one of the email templates and sends an email to submit a request to the HD Incident form.
  3. The Email Engine receives the email from the mail server. It parses the instructions in his email, and makes the appropriate API calls to the AR System server.
  4. The server creates an entry in the HD Incident form. Slightly suspicious of using email to create trouble tickets and also wanting to verify the status of his printer problem, Joe User opens the HD Incident form in a browser. He finds his entry already assigned to the frontline Customer Support engineer who is fixing the printer.

For more information, see Sending a submit instruction to the Email Engine.

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Madhu Dora

    Hello Support,

    Does  8.1 email engine still removes incoming emails after it is process/creates a record at "AR System Email Messages" as per KA287078 ?

    Please check KA287078 and attached web-ex recording, it was older version.

    Is there any parameter I can set in "EmailDaemon.Properties" file, so that incoming messages  won't be deleted at inbox of email service user account?

    There is a procedure for outgoing messages as per below link, but I'm looking for incoming messages for POP3

    https://docs.bmc.com/docs/display/public/ars81/Saving+outgoing+notifications+in+MAPI

     

    Best Regards,

    Madhu.

     

    May 04, 2013 07:47
    1. Aparna Saxena

      Hi Madhu, thanks for your comment!

      I'll research your question with the developers and let you know.

      Thanks,

      Aparna

       

      May 05, 2013 11:52
  2. Aparna Saxena

    Hi Madhu,

    Thanks for your patience!

    The 8.1 Email Engine removes the email message from exchange(mail) server once it is  successfully saved in the "AR System Email Messages" form. Also, there is no parameter to change this behavior.

    Thanks,

    Aparna

    May 07, 2013 11:12
  3. Lenin Villanueva quinteros

    Good day.

    What does mean using an email as a client to the AR System server? Do we cannot use our common emails like "gmail" or "office 365" as a incoming email for Remedy?

    Thank you four your answer.

    Regards,

    Lenin

    May 18, 2017 11:09
    1. Nidhi Das

      Hello Lenin,

      I will discuss this with the concerned SME and will write back to you.

      Regards,
      Nidhi

       

      May 19, 2017 01:30
      1. Anagha Deshpande

        Hello Lenin,

        Sorry for responding late.

        BMC Remedy AR System version 8.1 supports only registered users. You can use the Gmail or Office 365 mail address it is registered.

        BMC Remedy AR System version 9.1.01 supports additional configuration for Rule based engine that allows you to define email addresses for creating tickets.

        Regards,

        Anagha

         

        Jun 16, 2017 03:43
        1. Lenin Villanueva quinteros

          Thank you, Anagha.

          Just to be sure, does that mean my clients need to be into a registered-client list (in Remedy) to allow them sending me mails to an specific corporative account, say a office 365 account, and Remedy will create automaticaly the attention ticket, but my clients (external ones) need to have either gmail or office 365 e-mail service to have Remedy working? Thank you for your clarification for advance.

          Regards,
          Lenin

          Jul 19, 2017 10:25
          1. Anagha Deshpande

            Hello Lenin,

            I will check this with the SME and will write back to you.

            Regards,

            Anagha 

            Jul 19, 2017 10:19
            1. Anagha Deshpande

              Hello Lenin,

              Sorry for responding late.

              You can send mails from the email-ids that are registered in Remedy. It refers to the email ids that are set in the User form.

              Regards,

              Anagha

               

              Jul 25, 2017 04:06
  4. Demetrius Hall

    I have email inbound created but need to know how to have it automatically route to specific support group queue

     

    version: BMC Remedy AR System version 8.1

    Jun 28, 2017 10:29
    1. Anagha Deshpande

      Hello Demetrius,

      I will check this with the SME and will respond.

      Regards,

      Anagha 

      Jun 28, 2017 10:31
      1. Demetrius Hall

        ok thanks

        Jun 29, 2017 07:45
        1. Anagha Deshpande

          Hello Demetrius,

          The request routes depending on the assignment configuration  for the specific application.

          Regards,

          Anagha

          Jul 19, 2017 04:27
  5. Tan Sier li

    Hi, 

    In an incident ticket, I can send out email from email systems but when recipient replied, email not get into ticket. Can I know how it can happen?

    Jul 26, 2018 03:42
    1. Anagha Deshpande

      Hello Tan Sier li,

      A new ticket is not generated for a reply to an existing email. Instead, a work log is created provided the email subject matches the qualification you have provided.

      Hope this helps.

      Regards,

      Anagha

      Aug 08, 2018 04:58
      1. Vishal Vats

        Hi Anagha,

        Is there any provision to update the incident also by email. Other than the work log update.

        Sep 05, 2019 07:20
        1. Onkar Telkikar

          Hello Vishal,

          We are working on your query. We will get back to you shortly.

          Thanks,
          Onkar

          Sep 18, 2019 11:33
          1. Onkar Telkikar

            Hello Vishal,

            A new work log gets created when you reply to an incident creation email, but an existing work log is not updated. Updating a work log is done using the Rule Based Engine (RBE). See Adding work information using email.

            Also, Remedy Support can update a record using an email. See Configuring Remedy Email Engine for modify actions.

            You can view the latest AR System documentation here.

            Regards,
            Onkar

            Sep 19, 2019 01:10