This documentation supports the 19.11 version of BMC Helix Platform. 
To view an earlier version, select 19.08 from the Product version menu.

Configuring incoming and outgoing email

BMC Helix Platform allows you to configure the mailboxes, configure outgoing profiles, and create templates to use the following the capabilities:

  • You can use several attributes from the incoming mailbox when creating rules or processes that run when an email is received.
  • You can use the default outgoing mailbox configuration to send email notifications when certain events take place.
    For more information, see Automating tasks through emails.
  • You can configure multiple outgoing profiles to send email notification to multiple lines of business.
  • You can use the attributes of a template when you want to send a notification to the users by using the Send Message by Template element in the Process designer.
  • You can whitelist HTML tags and domains within the message body of an email.

Note

After you subscribe to the BMC Helix Platform, BMC will configure the incoming and outgoing mailboxes as part of your onboarding process. 


To configure incoming mailboxes

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

To configure the outgoing mailboxes, contact BMC SaaS Operations or BMC Customer Support.

To configure outgoing mailboxes

You can use the outgoing mailbox configuration to send an email notification or to send a 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 ticket is created.

Note

Only BMC SMTP server type is supported for outgoing mailboxes.

To configure the outgoing mailboxes, contact BMC SaaS Operations or BMC Customer Support.

To configure email profiles

To use an email profile, you must map the incoming or outgoing profile to the appropriate mailbox. You can use the outgoing profile in your processes and rules to send email notifications to multiple lines of business, such as facilities, travel, legal, IT, and so on. The email profile enables you to update the mailbox without the need to modify the existing processes and rules.

Scenario

Consider a scenario where you use HR@calbro.com outgoing mailbox in multiple processes and rules to send email notifications to the employees of Calbro Services. Now you want to update the outgoing mailbox based on the geographic location, such as HR_India@calbro.com and HR_USA@calbro.com. Because of this change you will now have to update the multiple processes and rules that used the HR@calbro.com outgoing mailbox. 

To avoid this issue, an administrator can now map the outgoing mailbox to an outgoing email profile and use this profile in the processes and rules. So that even after you update the outgoing mailbox, the processes and rules remain unaffected and continue to send email notifications by using correct outgoing mailbox.      

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Email > Email Profile
  3. Click New
  4. In Profile Name, enter the name of the outgoing profile.
  5. From Mailbox Function, select the mailbox option for which you want to create a profile. 
  6. In Mailbox, select the existing mailbox to which you want to map the profile.
  7. In Application, select the application for which you want to use the outgoing profile.
  8. Click Save.

After you create an email profile, you can use the outgoing profile while designing a process or a rule by using the Send Message and Send Message by Template actions in the Process and Rule designer. 

Note

You need to create the outgoing profile only once. You do not need to recreate the outgoing profiles in each environment. When you deploy your application across tailoring, QA, or production environments, you can just map the existing outgoing profiles with the corresponding outgoing mailbox to send email notifications.

 To configure templates

You can create text and HTML templates that can be used to send a message in the notification bell and email. The HTML templates are filtered to adhere to the basic specifications defined in  Java HTML parser .

  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab. 
  2. Select Configure My Server > Email > Templates.
  3. In Name, enter the name of the template. 
  4. In the Template Format, select the format of the template, such as Text or HTML.
  5. In Description, enter the purpose of the template.
  6. In Attachment, select a .txt or .HTML file that you want to use as a template. 

    Note

    The text templates can also contain functions with parameters that are parsed during run time.

    For example, in a notification email, to add a link to the source of a notification, you can use the OPENVIEW function with parameters.

  7. Click Save.

The template name is used when configuring the Send Message by Template element in the Process designer. 

To whitelist HTML tags and domains in emails

Complete the following steps to whitelist HTML tags and domains within the message body of Send Message and Send Message by Template actions. You can also override the syntax of existing HTML tags.

Notes

  • The whitelist contains the HTML tags and domains that are allowed within the email message. The HTML tags and domains that are not present in the whitelist are suppressed from the email message.  
  • If images from another domain are to be sent over email, those domains need to be whitelisted otherwise the images will not be sent on the email template.
  1. Log in to BMC Helix Innovation Studio and navigate to the Administration tab.
  2. Select Configure My Server > Email > Email Whitelist.

    The Allowed HTML Tags field displays the whitelisted HTML tags along with the attributes and protocols that are allowed within the message body.

  3. In the Override/Additional HTML Tags field, enter a new syntax of the HTML tag, which will override the default HTML tag (mentioned in the Allowed HTML Tags field). With this setting, HTML tags with the new syntax will be allowed in the message body.

    The format for the overridden HTML tag is as follows:

    tagname1 (attrib=list of attribute separated by comma(,) $proto=list of protocols separated by comma(,)), tagname2(attrib,)

    The arguments attrib and proto are optional.

    For example,

    a(attrib=style,href,title$proto=href,ftp,http,https,mailto),

  4. In the Whitelist domain names field, enter the domains that are allowed in the message body.
  5. Click Save.
    The following image shows how to navigate to the Whitelist page and complete the fields:

Related topics

Defining a trigger for a rule

Process designer elements

Configuring processes to send notifications to users

Troubleshooting incoming and outgoing email issues

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