Settings to create incidents by using email messages

This section describes the settings that you can configure to create incidents from email messages. The Incident - Email Settings option in the Configure Email tile provides these settings.

The following sections are provided on the Incident - Email Settings page:

Creating Incidents from Client Emails--Enables you to configure settings to create incidents from an email message based on its subject and assign these incidents to a user (Context User, Queue, or Staff).
Identifying the Email Sender--Enables you to compare the email address of a received email message to more than one field and assign the client to an incident if the email address of a received email does not match any of the client records.
Mapping Email Content to Incident Fields--Enables you to configure mapping of the data in the email body, From email address, and Subject of the email to the fields of the Incident form.

The following table describes the options provided in each of these sections:

Guidelines to map email content to Incident fields

Ensure the following in the email message that you send to create incidents in BMC Remedyforce:

If you have not mapped any email content, then the whole email body is saved as value in the Description field.
You can map email content with the incident fields without entering any keyword. If you have mapped the email content to any field on the Incident form without entering any keyword, then the whole information is saved as value in the field. For example, if the Description field of the Incident form is mapped with body of the email message without any keyword, then while creating the incident, the whole email body is copied to the Description field.
If you are using keywords, then the keyword is searched in the email message and the information is saved as value in the field. However, if you are using keywords, ensure the following points:
- There should be no text between two consecutive keyword-value pairs.
- BMC recommends that you must have keyword-value pair in different lines.
- There should be no space between the keyword and value.
If you have mapped the email content to any field on the Incident form, then the information is saved as value in the field.
If the mapping contains Email Message, then the whole email content is saved as value in the mapped field.
Ensure that the Date and Date Time format in the email is yyyy-mm-dd and yyyy-mm-dd-hh-mm-ss.
You can use the delimiter only to map email content to the Incident form fields. If you use the delimiter other than for mapping purpose, there can be errors in mapping and failure in creating incident. However, you can also create incidents without using the delimiters.
The following table describes the valid data types for mapping of email content:

Sample email message 1

From: johnSmith@abcCorp.com
To: helpdesk@xyz.com, somebody@gmail.com
Cc: xersus@actec.com, anybody@frog.com
Subject: Game server HDD crashed.
Body:
Game server HDD has crashed.
Game Server down. All APAC users off-line.

In this example, an incident is created by using the information from the received email message.

Sample email message 2

I need help for an issue for which the details are the following:
Config Item##BS1##
Category##Software##
Description##XYZ software not installing, says abc is the problem##

In this email message, Config Item is a keyword and BS1 is the value. In this example, consider that the Config Item keyword is mapped to Configuration Item lookup field on the Incident form.

In this example, if the Subject of the email message is mapped to the Incident Description field, and Category is added as a keyword, then the value of the Incident Description field is Software.

Mapping of keywords is done on the Mapping Email Content to Incident Fields section.

Including prefixes in mapped fields

Prefixes, such as Body:, From:, and so on, are included or excluded from the mapped fields depending upon the status of the Include prefix in mapped fields check box and email content mapping with incident fields. The following table describes if the prefixes are included or not based on the field mapping and the status of the Include prefix in mapped fields check box.