Defining Email Rule Engine use case rules
This topic describes how to define rules for Email Rule Engine use cases. The general procedure for defining rules is the same for all use cases. However, the way that you use the fields on the Rule Configuration tab depends on the purpose of the use case. This topic describes the panes on the Rule Configuration tab and then presents an example that shows you how to use those panes to create use cases.
Note
You can define and edit custom Email Rule Engine use cases for any company that you create. However, you cannot add or edit use cases for the Global company.
Before you begin
Before you define an Email Rule Engine use case rule, you must create the use case record.
To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). Also, ensure that the BMC Remedy Email Engine is installed on your system. This includes ensuring that the specific email inbox that your system will use to receive the incoming email is configured. For information about configuring mailboxes, see Configuring BMC Remedy Email Engine.
Also, for the user creating the email service request, one of the following conditions must be satisfied:
- The user's People record is configured with their email address and a Login ID.
- The user’s email address is configured as a ‘Trusted address’ and a recipient is associated with it.
Functional panes on the Rule Configuration tab
You define the Email Rule Engine use case rules on the Rule Configuration tab, which has the following panes:
- Rule Qualification, where you define the rule
- Actions, where you specify the type of action (Create or Update) that occurs when the rule qualifications are met
To open the Rule Configuration tab
- 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.
- From the Company field at the top of the form, select the company for which you are creating the use case.
- Click the Rule Configuration tab.
When you open the tab, the Rule Qualification pane appears. - To view the Actions pane, click inside the Actions bar at the bottom of the tab.
- To go back to the Rule Qualification pane, click the Rule Qualification bar.
The following tables describe the fields on each of these panes:
Rule Qualification pane
Field name | Description |
---|---|
Field Name | The field on the incoming email message scanned by the Email Rule Engine to determine whether the rule applies:
|
Operation | The logical operator for the rule qualification with which the Email Rule Engine compares the content of Field Name with the value of Field Value when evaluating incoming email messages:
|
Field Value | The word or phrase for which the Email Rule Engine scans in the selected Field Name |
plus button | Click to move Field Name, Operation, and Field Value selections into the Qualification field. |
And | Add a qualification that is joined to a preceding qualification by an AND condition. |
Or | Add a qualification that is joined to a preceding qualification by an OR condition. |
Not | Add a qualification that is joined to a preceding qualification by a NOT condition. |
Qualification | Contains the rule qualification |
Action | Specifies the basic action that the Email Rule Engine takes when the email message matches the rule qualification:
|
Actions pane
Field name | Description |
---|---|
Request Handling | Autopopulates from the Base Configuration tab with the application form on which the specified actions occur. You cannot edit this field. |
Find Request in fields | Specifies where the Email Rule Engine gets the application request ID number, which enables the Email Rule Engine to handle update messages for existing application requests
|
Data Handling | You can select multiple options.
|
Notify Sender | Send a notification to the email sender. You can select none or all that apply:
|
Option and Value | (Optional) Enables you to specify default information to add to the specified fields when creating or updating an application request. Alternatively, you can specify a template for the use case to use.
|
Configured Options | Displays the options that you specify in Option and Value. |
Example: Creating an email change request from a template
This example demonstrates how to create a use case that configures the Email Rule Engine to create a change request from the Upgrade Server Hard Drive template when an inbound email message's subject line starts with the phrase Upgrade Server. The Email Rule Engine evaluates email messages by using this rule before any other rule, and notifies the email sender when the change request is created successfully. Before you define a use case that generates a change request from a template, complete the steps described in Creating Email Rule Engine use cases.
To create a use case that generates a change request
- 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.
- From the Company field at the top of the form, select the company for which you are creating the use case.
- Click the Rule Configuration tab.
- In Form Name, select Change.
- In Use Case, select the use case that you created in Creating Email Rule Engine use cases.
The Rule Qualification pane appears. - In Field Name, select Subject.
- In Operation, select Starts with.
- In Field Value, type Upgrade Server.
Click the arrow to the right of Field Value.
The following qualification appears in the Qualification area:('Subject' LIKE "Upgrade Server%")
- In Action Name, select Create.
- Click the Actions bar at the bottom of the form to open the Actions pane.
- Under Notify Sender, click On Success.
- In Option, select Template Name.
- In Value, type Upgrade Server Hard Drive.
Click the arrow to the right of Value.
The following text appears in the Configured Option area:<templateName>Upgrade Server Hard Drive</templateName>
- Click Save.
- Test the rule by sending an email message that satisfies this rule to the inbox.
Where to go from here
When you finish creating the use cases and defining their rules, enable the email application request feature.
Related topics
Record creation and updates by email
Troubleshooting email record creation and updates
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