This documentation supports the 18.08 version of Change Management.

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Configuring trusted email addresses and recipients

You can create a request or a work order, and add work information to an existing request, by using email. To do so, you must have your email address registered in the People form. If your email address is not registered in the People form, you can still create the request or work order, or add work information, by using email, if the following conditions are met:

  • The email address that you are using is configured as a trusted email address in the Email Rule Engine.
  • One of the email addresses existing in the People form is configured as a trusted recipient.
  • The domain you are using is configured as a trusted domain in the Email Rule Engine.

In such a case, the request or work order creation, and the work information update, is submitted by the trusted recipient on behalf of your trusted email address or trusted domain.

Important

  • Details of the trusted email address and the trusted recipient are displayed in the Notes field of the request form.
  • You can add only one email address as a trusted recipient, which must be registered in the People form.
  • The configured trusted email address must map to the trusted recipient that is configured in the rule-based Email Engine.
  • For the trusted email to work, there must a corresponding trusted recipient.
  • To modify the email address, or to change the status, double-click the record from the list of email addresses on the left side of the window.
  • You can add one or more domains as Trusted Domain to create or modify tickets using inbound emails from that domain.

The following procedures describe how to add email addresses as trusted addresses and recipients and domain names as trusted domains.

To add an email address as a trusted recipient

  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 to which the user whose email address you want to add as a trusted recipient belongs.
  3. Click the Base Configuration tab.
  4. From the Category list, select Trusted Recipient.
  5. To add the registered email address as the trusted recipient, click the Add icon.

  6. Select the status from the Status menu:
    • Active (default) enables the email address as the trusted recipient.
    • Inactive disables the email address as the trusted recipient.
  7. Enter the email address that you want add as a trusted recipient in the Email Address field.
  8. Click Submit.

To add your email address as a trusted email addresses

  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 to which the user whose email address you want to add as a trusted email address belongs.
  3. Click the Base Configuration tab.
  4. From the Category list, select Trusted Email Address.
  5. To add a new email address as the trusted email address, click the Add icon.
  6. On the right-side of the window, select the status from the Status menu.
    • Active (default) enables the email address as the trusted email address.
    • Inactive disables the email address as the trusted email address. 
  7. Enter the email address that you want add as a trusted email address in the Email Address field.
  8. Click Submit.

To add a domain as a trusted domain

  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 want to add a trusted domain.
  3. Click the Base Configuration tab.
  4. From the Category list, select Trusted Domain.
  5. To add a new domain as the trusted domain, click the Add icon.
  6. On the right-side of the window, select the status from the Status menu.
    • Active (default) enables the domain name as the trusted domain.
    • Inactive disables the domain name as the trusted domain. 
  7. Enter the domain name that you want add as a trusted domain in the Name field.
  8. Click Submit.

Important

  • You can select the wildcard character "*" from the Trusted Domain list to include all domains as trusted domains.
  • Step no. 2 is optional, as the Trusted Domains are not company specific . You can add any company domain name.

Example for configuring trusted email address and recipients

Create a generic People record for email submissions with the email address as abc_email@domain.com. Configure one trusted recipient, that is abc_email@domain.com, as the trusted recipient. Add any email address as the trusted email address using which you would update or create use case records. For example, xyz_email@domain.com. The rule-based Email Engine, then processes an email that is sent from the trusted email address, and the resulting use case records are created or updated using the People record that has the configured trusted recipient's email address.

Important

The trusted domains work in the same way as the trusted email address.


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