This documentation supports the 18.05 version of Change Management.

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Creating and modifying company-specific excluded subjects

You can create and modify excluded subjects for each company in your environment.

Before you begin

To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). Also, ensure that the Remedy Email Engine is installed on your system. This includes ensuring that the specific email inbox that your system will use to receive the incoming email is configured. For information about configuring mailboxes, see  Configuring BMC Remedy Email Engine .

Also, for the user creating the email service request, one of the following conditions must be satisfied:

  • The user's People record is configured with their email address and a Login ID.
  • The user’s email address is configured as a ‘Trusted address’ and a recipient is associated with it.

For an overview of the email service request feature, see Record creation and updates by email.

To create company-specific excluded subjects

  1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open to open the Inbound Email Rule Configuration form.
  2. From the Company field, select the company for which you are configuring the excluded subjects list.
  3. Click the Base Configuration tab.
  4. From the Category list, select Excluded Subject.
  5. Click Add.
    The Base Configuration tab displays the following editable fields:
    • Status
    • Name
    • Sort Order
  6. Ensure that the status is Active.
    You can use this field at a later time to turn off this excluded subject by changing the status to Inactive.
  7. In Name, type the text that you want to exclude.
    For example, if you want to ensure that the Email Rule Engine rejects all email messages with FW: in the subject line (that is, all forwarded email messages), type FW:.
  8. (Optional) In Sort Order, type a digit that corresponds to the order in which you want the Email Rule Engine to evaluate this excluded subject.
    A subject with Sort Order set to 1 is evaluated before a subject with Sort Order set to 5.
  9. Click Submit.
    The excluded subject appears in the table on the left side of the Inbound Email Rule Configuration form.
  10. Repeat the procedure for each subject that you want to exclude.

To modify a company-specific excluded subject

Important

You cannot modify the out-of-the-box excluded subjects.

  1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open to open the Inbound Email Rule Configuration form.
  2. From the Company field at the top of the Inbound Email Rule Configuration form, select the company for which you are modifying the excluded subject.
  3. Click the Base Configuration tab.
  4. From the Category list, select Excluded Subject.
    A table lists the excluded subjects.
  5. In the table, double-click the excluded subject that you want to modify.

  6. Change the values as required.
    You can modify the following values:
    • Status—The value can be Active or Inactive.
    • Name—Change the actual text that the Email Rule Engine evaluates.
    • Sort Order—Change the order in which the Email Rule Engine evaluates the excluded subject.
  7. Click Modify.

Where to go from here

When you finish creating the excluded subjects list, create the Email Rule Engine use cases.

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