Configuring emails

Before you begin 

1. To send and receive emails, your Email Engine must be set up on your BMC Remedy Action Request System. 
2. To send notifications in response to incoming emails, you must have the following notification templates configured:

• • Default Response
  • New Case Created
  • Assignee Notification
  • Assigned Group Notification.

To configure automatic cases creation for incoming emails

1. Open System Settings console.
2. Select Email Settings > Incoming Email - Settings.

3. Click Modify.

   Tip

   You cannot add new entries to the list. Only the Create New Case option is available for selection, which can be modified.

   1. From the Handle New Email list, select Create New Case option.
   2. From the Data Group list, select a group that will be recorded in a case.
   3. From the Assigned Group, select a group that the case will be assigned to.
   4. From the Priority list, select a priority for the case.
   5. From the lists on the Categorization Tier fields, select the categorization of the first level, and subcategories for the case if applicable.
      
   6. (Optional) In the Unknown Sender Default field, enter the People record of the person to be used when the incoming email is received from an unrecognized address.
      
   7. From the lists on the following fields, select the notification templates to use in response to the incoming email:
      
      • New Case Created Template—For creating a new case
      • (Optional) Default Response Template— For responding to incoming email related to already existing case
      • (Optional) Assignee Notification Template— For notifying the individual assignee of creation of a new case

      • (Optional) Assigned Group Notification Template— For notifying the assigned group of the creation of a new case

   8. In the Handle HTML Body in New Emails,  if  you leave the default NO setting, the incoming emails are handed as plain text. If you select YES, the incoming emails are handled as HTML.

      Best practice

      BMC does not recommend use of HTML in the email body because incoming emails might include malicious scripts, links, controls, and so on.

   9. (Optional) In the Incoming Mailbox Address field, enter the email address that you want to use for the incoming emails. 

      Tip

      You might need to specify the email address if you are using a complex deployment with BMC Remedy IT Service Management. If you do not specify the email address, all emails sent to any mailbox configured in the BMC Remedy Action Request Server, are also processed by BMC HR Case Management.

4. Click Close & Save.

To ignore emails from specific senders

1. Open System Settings console.
2. Select Email Settings > Incoming Email - Sender Ignore.
3. Click New.
4. In the Ignore Email From field, enter the email address.
5. Click Save & Close .