Note

 

This documentation supports the 20.18.01 version of BMC Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Configuring BMC Server Automation to create change requests in BMC Remedyforce

This section provides instructions for configuring BMC Server Automation for creating a change request:

  1. Create an email listener in BMC Remedyforce. For more information about creating email listener, see Creating incidents and retrieving incident status through email messages.
  2. Add the ChangeRequestEmailListener out-of-the-box Apex class to the email service.

    Note

    To create change requests without using the template, skip to step 7.

  3. (Optional) Create a template in BMC Remedyforce to prepopulate commonly used data on a change request form when a new change request is created from an email message.
  4. (Optional) In the newly created template, select the BSA Notification out-of-the-box category.
  5. (Optional) On the Remedyforce Administration > Application Settings > General Application Settings page, select Replace form field values with template field values option to use templates.
  6. (Optional)In custom settings in BMC Remedyforce, enter the name of the newly created template as follows:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Application Settings tile, and from the menu select Custom Settings.
    3. In the Action column, click Manage next to Remedyforce Settings.
    4. In the Action column, click Edit next to Change Request Email Listener Template.
    5. In the Value field, enter the name of the newly created template.
    6. Click Save.
  7. Create a job in the BMC Server Automation Console. For more information, see Configuring jobs in BMC Server Automation Console.
  8. Submit the job in the BMC Server Automation Console.

Configuration results

Email messages are generated in BMC Server Automation and sent to BMC Remedyforce. From the received email message, a change request is created in BMC Remedyforce. The body of the email content is copied to the Description field of the change request. 
 

Note

If the email address of a received email message does not match any of the client email address, you must select the Client for Unidentified Sender field. The Client for Unidentified Sender field is available on the Remedyforce Administration > Configure Email > Incident - Email Settings page in the Identifying Email Sender section. However, BMC recommends that you create a Client for your monitoring system with the appropriate email address.

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