Most incoming email options are defined by the System Administrator. This topic describes the options that can be configured at the workspace level.

Prerequisite

If you plan to designate a default user for emails received without an identified submitter, create the related customer account and assign it access to at least one of the address books associated with the workspace. Otherwise, the customer will not appear as an option in the Default User field.

To configure incoming email for workspaces

  1. Click the Administration tab.

  2. In the System Management section, click Email Settings > Incoming Email (Workspace).
    The Workspace Incoming Email page appears.

  3. In the Workspace field, select the container where tickets can be created or edited.
  4. In the Incoming Email section:

    1. In the Creating/Editing Tickets from Incoming Email table, click the pencil icon next to the ticket item that you want to modify.
      By default, all options are set to No or Optional for both customers and agents.
    2. In the Create fields, select whether customers, agents, or both can create this type of ticket.
    3. In the Require Mandatory Fields on Create field, select whether mandatory fields are always required, never required, or only required for agents.
      Options are Require for all, Require for agents only, and Optional for all. If you select to require mandatory fields, any ticket submitted via email that does not include them is not created. Instead, an error message is sent to the submitter.
    4. In the Edit fields, select whether any user, the customer associated with the ticket, or an agent can edit this type of ticket.
    5. (Optional) In the Allowed to send search commands by email field, select whether customers and agents will be permitted to perform this action.
      For more information, see Retrieving information using email queries.
  5. (Optional) In the Security Settings section:
    1. To require that security codes be included in updates to tickets received by email, select Require security code to validate any update received by email.
      When this option is enabled, every notification mail and escalation mail has a code generated and added to the end of the email (example, FPCODEX5RGtwlYMiPzfz2n6zpY3kq21u4). Edits for tickets that arrive via incoming mail are rejected unless they contain the security code. There is a 7-day grace period after enabling this option, during which BMC FootPrints Service Core accepts replies without the code. If you need a longer period of time for the transition period, contact Support for instructions.
    2. To allow your agents to submit tickets for other users by email, select Allow an agent to submit work items for another person by email.
    3. To define a default user ID for tickets created via email without an identified submitter, in the Default User field, select a customer account already defined in FootPrints Service Core.
      The rights associated with this user role are considered by the system when processing incoming requests and tickets. The Submitter field will be left blank.
  6. (Optional) In the Email Address Filters section, do any of the following:
    1. To add a filter:
      1. Click Add.
        Filters for "Out of Office" and "On Vacation" are implemented at the system level by default. A blank row appears.
      2. In the Filtered Address field, enter the address that you want to block.
      3. In the Action field, select whether to block incoming email, accept email only from this address, or always accept email.
        Options are Do not accept from address, Accept only from address, Always accept from address. The Where Filter Applies field is read-only and indicates whether the filter applies for a particular workspace or for the entire system.
      4. Click Update.
    2. To edit a filter, click the pencil icon next to the filter. Modify the fields as needed and then click Update.
    3. To delete a filter, select the check box next to the filter and click Delete. A confirmation message appears. Click Yes.
  7. Click Save.

Next step

To test your configuration, you create a ticket and then create an email message to update it.

To test incoming email configuration

  1. Click the Home tab.
  2. Click Actions > New and create a ticket.
  3. Make a note of the ticket number.
  4. Go to your email application.
  5. Create an email message addressed to the user account defined for incoming email.
  6. Enter "ticket=#" (where # represents the ticket that you just created) in the Subject line and some text in the body of the email.
  7. (Optional) To create or edit different item types in the same or different workspaces, you can add the item type ID and, if needed, the workspace ID as shown below:

    • ItemType= [ITEM TYPE ID]

    • WS= [WORKSPACE ID]

  8. Send the email.
  9. If the address is found, the ticket is updated. If the address is not found, the system returns an error message.

Related topics

Email filters

Configuring email notification for workspaces

Configuring incoming email for your system

Configuring email notification for your system

Was this page helpful? Yes No Submitting... Thank you

4 Comments

  1. Each incoming email account defined in FootPrints points to a specific item type (e.g., Incident, Problem, RFC) in a specific workspace. To send mail to create/edit different item types in possibly different workspaces, you can add

    ItemType= [ITEM TYPE ID]

    and/or

    WS= [WORKSPACE ID]

    to the subject.

     

    You can find the IDs of every item type in every workspace on the Incoming Email (system admin) page. Click Add under the Incoming Email heading and the window that appears will show you all workspaces and their item types. The workspace id will be prefixed with "WS=" and the item types will be prefixed with "IT="

     

    1. The topic was updated to include this information. Thanks!

  2. When configuring Incoming email for a workspace, at step 5, part c:

    To define a default user ID for tickets created via email without an identified submitter, in the Default User field, select a customer account already defined in FootPrints Service Core.
    The rights associated with this user role are considered by the system when processing incoming requests and tickets. The Submitter field will be left blank.

     

    , in my experience, you must give a customer account access to 1 or more address books associated with the workspace before they will appear as an option for you to select as the Default User

    1. The topic was updated to include a prerequisite about creating a customer account and giving it the appropriate access. Thank you for bringing this to our attention.

© Copyright 2019 BMC Software, Inc.
Legal notices