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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. 

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.

Notes

  • 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.

This following procedures describe how to add email addresses as trusted addresses and recipients.

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.

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.

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Comments

  1. Todd Lazar

    It would be nice to have a definition of what is a trusted email address and a trusted recipient.  What do each of these things do?  Why would I use them?  Why do we only get one trusted recipient?  Is that global or per company?  We have found that not only does the system need to have the email recognized in the People form, but that the person record also requires a login Id in order to update a work info entry.

    Sep 08, 2014 10:05
  2. Hani Sasani

    So I have tested RBE by adding both Trusted Recipient and Trusted E-mail Address but in any case RBE is looking for a valid people profile. So I do not understand why we have trusted emails or recipients. Can someone help please ? 

    May 01, 2015 11:03
    1. Michele Marques

      Thank you for your questions. A writer is investigating.

      May 08, 2015 03:22
    1. Jason Miller

      Over two years later and I am had the same issue and have the same question (v 9.x docs are not any better).

      I finally figured it out. What the docs do not relay very well is that basically all of the configured Trusted Email Addresses map to the one Trusted Recipient configured in RBE. The email address entered as the Trusted Recipient needs to match an email address in People form. That is now the People record that new requests and updates will be submitted under.

      Besides some rewording to make this more user-friendly, the doc really could use an example.

      For example:

      • Create a generic People record for Email Submissions with the email address rbe_email@domain.com
      • Configured rbe_email@domain.com as the Trusted Recipient (configure only one)
      • Add any any email addresses as Trusted Email Address that you want to allow create/updates from. (e.g. server_monitoring@domain.com, hr@domain.com, public_webpage@domain.com)

      When an email from any of the Trusted Email Addresses is processes by RBE, the resulting use case records will be created or updated using the People record that has the Trusted Recipient's email address configured.

      Trusted Domains work the same as Trusted Email Address.

      Sep 08, 2017 03:41
      1. Mokshada Shivarekar

        Hello Jason,

        Thank you for your valuable feedback. We will update the docs.

        Regards,

        Mokshada

        Sep 10, 2017 10:51
      1. Toringe Heia

        Jason Miller

        Sorry for bringing up this old thread but your last sentence mentions Truested Domains. How do you configure that? Havent got that in my list of categories(have Trusted Email Address and Trusted Recipient). Tried adding Trusted Email Address as *@domain.com or just @domain.com but that doesnt seem to do it. 


        Edit: Guess that was made available in a later version of the rule engine. Instance i was chekcing on was a AR Server 9.1 with ITSM 8.1.00

        Would you know when this was made available or if this would be a big customization to do?

        Oct 12, 2018 06:05
  3. Brian Pancia

    We have public users that can come from any email address.  Most of the time the users are coming from a known domain (ie gmail.com).  It would be nice to have a feature that you could put a trusted domain in there too.

    Jul 27, 2017 08:38
    1. Mokshada Shivarekar

      Hello Brian,

      Thank you for your suggestion.

      We will inform you if there are any updates on this feature.

      Thanks,

      Mokshada 

      Jul 28, 2017 04:03
  4. Surabhee Kulkarni

    Hello,

    I have added a couple of notes and an example.

    Thanks and regards,
    Surabhee

    Jun 26, 2020 12:56