This documentation supports the 18.05 version of Change Management.

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Defining Email Rule Engine use case rules


You can define rules for Email Rule Engine use cases. The general procedure for defining rules is the same for all use cases. However, the way that you use the fields on the Rule Configuration tab depends on the purpose of the use case.

This topic describes the panes on the Rule Configuration tab and then presents an example that shows you how to use those panes to create use cases.

Important

You can define and edit custom Email Rule Engine use cases for any company that you create. However, you cannot add or edit use cases for the Global company.

Before you begin

Before you define an Email Rule Engine use case rule, you must create the use case record.

To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). Also, ensure that the BMC 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.

Functional panes on the Rule Configuration tab

You define the Email Rule Engine use case rules on the Rule Configuration tab, which has the following panes: 

  • Rule Qualification, where you define the rule
  • Actions, where you specify the type of action (Create or Update) that occurs when the rule qualifications are met

To open the Rule Configuration tab

  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 form, select the company for which you are creating the use case.
  3. Click the Rule Configuration tab.
    When you open the tab, the Rule Qualification pane appears. 
  4. To view the Actions pane, click inside the Actions bar at the bottom of the tab. 
  5. To go back to the Rule Qualification pane, click the Rule Qualification bar.

The following tables describe the fields on each of these panes:

Rule Qualification pane

Field name

Description

Field Name

The field on the incoming email message scanned by the Email Rule Engine to determine whether the rule applies:

  • From—Apply the rule when the message comes from a specific sender.
  • Plain Text Body—Apply the rule when the body of the email message contains specific words or phrases.
  • Subject—Apply the rule when the subject line contains specific words or phrases.
  • To—Apply the rule when the message is sent to several valid email accounts, but you want only one of the accounts to do anything with message. The BMC Remedy Email Engine can be configured to host more than one account to handle application request emails.

Operation

The logical operator for the rule qualification with which the Email Rule Engine compares the content of Field Name with the value of Field Value when evaluating incoming email messages:

  • Contains—Selected field must contain the specified word or phrase
  • Equals—Selected field must match the specified word or phrase
  • Starts with—Selected field must begin with the specified word or phrase

Field Value

The word or phrase for which the Email Rule Engine scans in the selected Field Name.

You can use % as a wildcard character in this field.

plus button

Click to move Field Name, Operation, and Field Value selections into the Qualification field.

And

Add a qualification that is joined to a preceding qualification by an AND condition.

Or

Add a qualification that is joined to a preceding qualification by an OR condition.

Not

Add a qualification that is joined to a preceding qualification by a NOT condition.

Qualification

Contains the rule qualification.

If you are familiar with the syntax, you can directly type the qualification string in this field without using the Field Name, Operation, or Field Value fields. You can also use this field to edit existing qualifications.

Action

Specifies the basic action that the Email Rule Engine takes when the email message matches the rule qualification:

  • Create—Creates a record (available only if the form type selected on the Base Configuration tab is Change Request, Incident, or Work Order)
  • Update—Updates a record (default)

Actions pane

Field name

Description

Request Handling

Auto populates from the Base Configuration tab with the application form on which the specified actions occur. You cannot edit this field.

Find Request in fields

(Available only if you select Update from the Action menu)

Specifies where the Email Rule Engine gets the application request ID number, which enables the Email Rule Engine to handle update messages for existing application requests

You can select one or both of the following qualifications:

  • Subject—The subject line of the forwarded email message
  • Body—The plain text body of the forwarded email message

Data Handling

You can select multiple options.

  • Include Email Fields—Add the entire content of the email (the To, From, subject line, and body text) to the record, instead of just the body text, which is the default behavior.
    • For a Create use case, the content is added to the Notes field. 
    • For an Update use case, the content is added to the Notes field on the Work Info tab.
  • Replace Blank Subject—When the subject line of an incoming email message is blank, add "[No subject provided]". 
    • For a Create use case, the phrase is added to the Subject line on the Change form. 
    • For an Update use case, the system uses the phrase only when displaying the details of the selected email message in the Messages tab. For information about the Messages tab, see Troubleshooting email record creation and updates.
  • Replace Blank Body—When the body of an incoming email message is blank, add "[No details provided]". 
    • For a Create use case, the phrase is added to the Notes field on the Change form.
    • For an Update use case, the phrase is added to the Notes field on the Work Info tab.

Notify Sender

Send a notification to the email sender. You can select none or all that apply:

  • On Success—When the action initiated by the sender's email message completed successfully
  • On Failure—When the action initiated by the sender's email message was unsuccessful
  • On Rejection—When the email message did not pass all of the rule's qualifications

Option and Value

(Available only if you select Create from the Action menu)

(Optional) Enables you to specify default information to add to the specified fields when creating or updating an application request. Alternatively, you can specify a template for the use case to use.

For example, if you are creating an incident use case, if you select Assigned Group from the Option list and type Front Office in the Value field, when the Email Rule Engine runs the rule, it will update the Assigned Group field on the application request record with the value Front Office.

  • Option—Provides a list from which you select one of the following options:
    • A field name. Type the value that you want the field to contain in the Value field.
    • Template Name. Type the name of the template that you want the use case to use.
    • TemplateID. Type the ID number of the template that you want the use case to use.
  • Value—Provides an entry field for the value of the option that you selected from the Option list.

You can use % as a wildcard character in this field.

Configured Options

Displays the options that you specify in Option and Value.

If you are familiar with the syntax, you can directly enter the options to this field without using the Option and Value fields. You can also use this field to edit existing configured options.

Example: Creating an email change request from a template

This example demonstrates how to create a use case that configures the Email Rule Engine to create a change request from the Upgrade Server Hard Drive template when an inbound email message's subject line starts with the phrase Upgrade Server. The Email Rule Engine evaluates email messages by using this rule before any other rule, and notifies the email sender when the change request is created successfully. Before you define a use case that generates a change request from a template, complete the steps described in  Creating Email Rule Engine use cases .

To create a use case that generates a change request

  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 form, select the company for which you are creating the use case.
  3. Click the Rule Configuration tab.
  4. In Form Name, select Change.
  5. In Use Case, select the use case that you created in Creating Email Rule Engine use cases .
    The Rule Qualification pane appears.
  6. In Field Name, select Subject.
  7. In Operation, select Starts with.
  8. In Field Value, type Upgrade Server.
  9. Click the arrow to the right of Field Value.
    The following qualification appears in the Qualification area:

    ('Subject' LIKE "Upgrade Server%")
    
  10. In Action Name, select Create.
  11. Click the Actions bar at the bottom of the form to open the Actions pane.
  12. Under Notify Sender, click On Success.
  13. In Option, select Template Name.
  14. In Value, type Upgrade Server Hard Drive.
  15. Click the arrow to the right of Value.
    The following text appears in the Configured Option area:

    <templateName>Upgrade Server Hard Drive</templateName>
    
  16. Click Save.
  17. Test the rule by sending an email message that satisfies this rule to the inbox.

Where to go from here

When you finish creating the use cases and defining their rules, enable the email application request feature.

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