This documentation supports the 9.0 version of Remedy Action Request System.

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

How BMC Remedy Email Engine enables email-driven business processes

BMC Remedy Email Engine provides a service that transforms email into an interface that communicates with the AR System server. The Email Engine service does not require an additional license. The Email Engine enables users to instruct the AR System server to perform queries, submissions, or modifications to entries, all by using email. This feature is particularly useful for users without direct access (a high-speed network link) to an AR System server. The Email Engine also returns the results of such requests in email messages in plain text, HTML, or XML. Additionally, the Email Engine can process notifications by using workflow actions such as filters or escalations.

Note

To send notifications from the AR System server, you must install BMC Remedy Email Engine.

The Email Engine is a standalone client program that you can install and run on any computer system as an independent service. It provides the following capabilities:

  • Receiving mail — The Email Engine receives email messages from an email account on your company mail server. These email messages can include instructions that are interpreted by the Email Engine and translated into API calls to your AR System server. These instructions can involve modifying form entries, submitting entries, or retrieving multiple entries from your AR System server.
  • Sending mail — You can use the Email Engine to send email messages, which can include the results of queries, submissions, or modifications to entries contained on your AR System server. You can format these emails by using templates that specify the layout of a message in plain text, HTML, or XML.
  • Processing notifications — If you choose email when creating a Notify filter or escalation, you can use the Email Engine to send text messages, contents of select fields, or attachments when workflow is triggered.

You can connect the Email Engine to mail servers by using the following protocols:

Protocols Used for Description
Internet Message Access Protocol (IMAP4) Incoming mails When mail arrives, copies of messages are downloaded from the mail server to your local computer and the copy of each message remains on the server. However, when Email Engine is used, this copy is removed from the server.
Post Office Protocol (POP3) Incoming mails When mail arrives, messages are downloaded to your local computer and removed from the mail server.
Simple Mail Transfer Protocol (SMTP) Outgoing mails Used for outgoing mail transmissions.
MBOX Incoming mails Used for storing mail messages on a UNIX platform. Messages are stored in a file of type mbox under the user name.
Messaging Application Programming Interface (MAPI) Incoming and outgoing mails

Used primarily with the Microsoft Exchange Server (Windows only), as an interface that enables different email applications to work together to distribute email.

Note: The MAPI protocol for incoming and outgoing mail is disabled for the 64-bit Oracle Java Virtual Machine (Oracle JVM).

All Email Engine settings and all logging information (including error messages, incoming emails, and outgoing emails) are stored in forms within the AR System server. The Remedy Email Engine only stores the location of the AR System server where the forms are stored.

Note

You can configure the logs to be stored in a local text file by specifying a handler property in the emaildaemon.properties file. For more information, see Debugging options for the BMC Remedy Email Engine.


The Email Engine provides additional options, including the ability to create a variety of templates and to include attachments with email messages. It supports Multipurpose Internet Mail Exchange (MIME) types for attachments.

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