This documentation supports the 18.05 version of Change Management.

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

Creating a work order by using email

This topic describes how to use email to create a work order.

Before you begin

Ensure that BMC Service Request Management is installed.

You must have Work Order Master, Work Order User, or Work Order Submitter permission to create a work order by using email.


The procedure in this topic provides only general information for creating a work order by using email. The email feature is configurable, so check with your system administrator for more information about configuring the Email Rule Engine and for the specific information that applies to your email environment. 

To create a work order by using email

  1. Open your email editor and create a new email message.
  2. In the To field, enter the email account that is registered with the BMC Remedy Email Engine to receive and generate application requests.
  3. Complete the Subject field and the body text according to the rules configured by your system administrator.
    If global rules are used and no custom rules are defined, add WO: in the Subject field. Check with your system administrator for defined custom rules.
  4. If you have an attachment, add it to the email message.
    The system adds attachments to the application request's Work Information form. If you add multiple attachments, the system creates a zip file and adds it to the Work Information form.


    You cannot attach multiple attachments with the same file name.

  5. Click Send.
    If your email system is configured to send acknowledgments, you receive a confirmation message containing the work order ID.

Related topics

Adding work information using email
 Configuring the Email Rule Engine
Troubleshooting email record creation and updates

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