This documentation supports the 19.08 version of BMC Helix Platform. 
To view an earlier version, select 19.05 from the Product version menu.

Automating tasks through emails

BMC Helix Platform provides the capability to automate certain tasks when an email is received, or send notifications about certain events by automating outgoing emails This capability eliminates the need for manual intervention to create tasks after receiving an email, or to manually send an email notification when the task is created or updated. 

Roles involved in this use case

The following roles are  involved in this use case:

  • Administrator—Configures the incoming or outgoing mailboxes.
  • Application Business Analyst—Uses the incoming or outgoing mailbox configuration in a rule or a process according to the business logic. 

Process of using incoming mailbox configuration

The incoming mailbox configuration can be used to trigger a rule when an email is received in the configured incoming mailbox. The rule can be used to run a process, such creating a case.

The following image gives an example of how an incoming mailbox configuration can be used to create a ticket:

The following table describes the tasks that the administrator and application business analyst perform:

RoleTaskReference
Administrator

Configure the incoming mailbox.

This email is shared with the end-users who send their service requests via email.

Configuring incoming and outgoing email
Application business analyst

Create a process by using the relevant incoming email fields.

To map the configured incoming email addresses with the process, the fields from the configured email can be used in a process.

Defining the application business logic through processes

Expression Editor

Application Business Analyst

Create a rule by using the System Event type of trigger.

To initiate a rule on receiving an email, the rule must be created by using the Email Receive Event of the System Event type of trigger.

Defining a trigger for a rule

Process of using outgoing mailbox configuration

The outgoing mailbox configuration can be used to automatically send an email notification or reply to recipients by email. The outgoing mailbox configuration is used to run a process that contains the Send Message element. For example, you can use the outgoing mailbox to send an email notification when a case is created.

The following image gives an example of how an outgoing mailbox configuration can be used to send email notification:

The following table describes the tasks that the administrator and application business analyst perform to automate outgoing emails:

RoleTaskReference
Administrator

Configure the outgoing mailbox.

Emails are sent by using this mailbox.

Configuring incoming and outgoing email
Administrator(Optional) Create an outgoing email profile for the outgoing mailbox.

Configure the outgoing profiles

AdministratorConfigure the total attachment size and total number of attachments that can be added to the outgoing mail.

Centralized Tenant Configuration settings

Application Business Analyst

Create a process by configuring the Send Message element with the default outgoing mailbox details.

Configuring processes to send notifications to users

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