This documentation supports the 18.08 version of Change Management.

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

Creating a change request by using email

This topic describes how to use email to create a change request.

Before you begin

Ensure that BMC Change Management is installed. You must have Change Master, Change User, or Change Submitter permission to create a change request by using email.


The procedure in this topic provides only general information for creating a change request 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 change request 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 of the email according to the rules configured by your system administrator.
    If global rules are used and no custom rules are defined, add CRQ: 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 BMC Helix Cognitive Automation is configured for your email system, a relevant template is applied to the change request. Also, if your email system is configured to send acknowledgments, you receive a confirmation message containing the change request ID. See the following figures with work notes: 

    Template applied by BMC Helix Cognitive Automation

    BMC Helix Cognitive Automation could not find relevant template

Related topics

Adding work information to a request by using email

Configuring the Email Rule Engine 

Troubleshooting email record creation and updates

Configuring BMC Helix Cognitive Automation

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