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This topic describes how you can set up and convert an unread email from the email server to an event. Only IMAP and POP3 protocols are supported.  Ensure that these protocols and their ports are available.

The BMC TrueSight Infrastructure Management Server connects to the email server periodically using the configured credentials to retrieve unread emails. These unread emails are then converted into events. The subject of the email received is updated in the Message slot of the event and the content of the email is updated in the Notes slot of the event.

Only an email in plain text format or HTML format can be set as an event. For email in HTML format, only the content is extracted and the tags are removed. If an email has both plain text and HTML formats, then the text of the content that appears first in the email is converted as an event.

The severity of the event is determined from the content of the email,  if it has any of  the following keywords:

  • State: <severity> 
  • Severity: <severity>

If both the keywords are missing, then the default configured severity value, INFO is used. The following severity values are also supported:

  • OK

Only unread emails that are in the configured folder of the email server are read. By default, only emails in the Inbox folder are configured in the pronet.conf property file. The following properties can be configured in the pronet.conf property file:

pronet.email2event.mailserver.fqdn=<email server>



pronet.email2event.mailserver.username=<user name>

pronet.email2event.mailserver.password=<encrypyted password>





You can enable this feature by setting the following property value in the pronet.conf property file to "true". By default, this value is set to "false":


You can create a folder in the email server and configure rules to direct the email to this folder. To convert unread email in the folder to events, you must configure the folder name in the pronet.conf property file:

pronet.email2event.folder=<unread email folder>

By default, the Infrastructure Management Server scans the mail box in every 5 minutes. Emails that are already read, or are in draft or deleted modes are not considered.

Emails, which are already read by the server are marked as "seen" and are deleted from the email server. You can prevent the email from being deleted by disabling the configuration in the pronet.conf property file:

All other Multipurpose Internet Mail Extensions (MIME) content such as attachments, images, and so on are ignored.

Configuring an email as an event

You can configure an email as an event through the command line interface by running the  pw email2event command:

pw email2event

  pw email2event [-y]|[-c]|[-s]|[-e]

The following table lists the parameters available in the pw email2event command :

Encrypts the mailbox password.
Configures email as event.
-sStarts scanning email as event.
Stops scanning email as event


  1. Copy the encrypted password without any line breaks.
    $ pw email2event -y
  2. Open the pronet.conf file and configure the following properties:



    pronet.email2event.mailserver.password=<encrypted password>



  3. Restart the server.
    $ pw sys start


  • Only IMAP and POP3 protocols are supported.
  • IMAP and POP3 protocols over SSL or TLS is not supported (IMAP4: port 993 and POP3: port 995)
  • There is no proxy support in connecting to the email server.
  • Only user name and password based authentication is supported. Any authentication with encryption, such as NTLM, is not supported.
  • The configured user account must have read and write permission for the configured folder.
  • Email servers with HTTP access are not supported.
  • The cell process must be running to create events.
  • Events that are created are assigned a priority of 5.

Where to go from here

To know more information about troubleshooting the configuration of an email as an event, see 

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  1. Hi, I have tried this configuration and it does not seem to work at all. Also, the "pw email2event" command is not recognized. Could you provide some examples? Thank you

  2. Hi All. 

    Has anyone got this or simlar solution to work effectively. Since our requirement is to to create an automated incident, we'd need the monitored CI or otherwise get fields like remedy queue, pager group, and priority/impact, page yes/no,...     

    1. Hello Kent,

      Thank you for your comment. Will work with the product team to get you an answer soon.



    2. Hello Kent,

      Thank you for your feedback. We need more information from you to effectively respond to your question. If you are a BMC customer, please enter a ticket with Customer Support by clicking here

      To reach the rest of the user community with your question, consider posting it here: