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.

Sending a query instruction to the Email Engine

The easiest way to send queries to the Email Engine is to think of email as simply another client of BMC Remedy AR System, like the mid tier. When performing queries with the mid tier, users must perform certain basic actions, for example, logging in, opening a form, and performing a query.

Using email as a BMC Remedy AR System client is no different. To execute query instructions to the Email Engine, the following information must be included:

  • AR System server name
  • AR System Login and Password to authenticate a user
  • Form name on which to execute the instruction
  • Query action

The major difference between the mid tier and an email client is that the mid tier sends its queries directly to the AR System server, while incoming email is first processed by the Email Engine and then sent to the server.

This section contains information about:

To send a query

  1. Create a new email message in your mail tool.
  2. Address the email message to the incoming mailbox.
  3. To execute a query that returns all fields of all entries in the HD Incident form, enter the following information in your email message to the Email Engine:
    Schema: HD Incident
    Server: polycarp
    Login: Francie Frontline
    Password: <userPassword>
    Action: Query

    Tip

    Copy and paste these examples into your mail client, and then modify them as needed.

    The following figure shows the minimum information you need to send a query email. Here a label called Action specifies an instruction. To send a query to the Email Engine, the label Action must be set to Query.
    A query instruction email
    (Click the image to expand it.)

  4. Send your email.
    An incoming email received and an outgoing mail sent
    (Click the image to expand it.)

  5. Optionally, use the AR System Email Messages form to verify that the Email Engine has received your email.
    After the Email Engine has parsed the instruction and sent the query to the AR System server, the server returns the query results that the Email Engine sends back to the email client (as shown in the following figure).
    Otherwise, the Email Engine will return an error message that indicates missing parameters or an error while parsing the qualifier.
  6. Open the returned email to see the results of your query (the following figure).
    The query results returned
    (Click the image to expand it.)

    Tip

    One benefit of the Email Engine is that outgoing email from the Email Engine can include a formatted header or footer, like the HTML header template shown in the following figure. For more information, see Incoming and outgoing mail templates.

This email message sent from the Email Engine shows that all fields of all entries in the HD Incident form were returned. In effect, your email query was an unqualified search of the HD Incident form, useful for the example, but certainly a performance impact on the server. You should always include a qualification in your email queries.

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