This documentation supports the 9.1 version of Remedy Action Request System.

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

AR System Email Mailbox Application Mappings

When you install BMC HR Case Management and BMC Remedy ITSM on the same AR System server, BMC Remedy Email Engine and BMC HR Case Management Email parser, stage the incoming emails into their own forms and create incidents and cases. This results in the following two issues:

  • A single email generates a request in BMC Remedy ITSM and also a BMC HR Case Management case
  • For both applications, intermediate staging forms store all the emails including emails meant for other application. 

These issues are fixed by routing the emails to the correct application. AR System Email Mailbox Application Mappings form maps the inbox email to the application form.

Fields on the AR System Email Mailbox Application Mappings form



Message Type

Select whether mailbox is Incoming or Outgoing.

Default Outgoing Mailbox

Select Yes to set the mailbox as the default mailbox for outgoing mails.

Mailbox NameEnter the name of the mailbox.
Application NameSelect the application for which you want to set the mailbox.
Application IDThe Application ID will be populated based on the application you select
StatusSelect Enabled to activate the mailbox. Select Disabled to keep the mailbox disabled.

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