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 incidents in BMC Remedyforce

This section provides instructions for configuring BMC Server Automation for creating an incident:

  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 EmailCreateIncident out-of-the-box Apex class to the email service.


    To create incidents without using the template, skip to step 8.

  3. (Optional) Create a template in BMC Remedyforce to prepopulate commonly used data on an Incident form when a new incident 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) Navigate to Remedyforce Administration > Configure Workflow & Approvals > Workflow Rules and clone the Apply template to BMC Server Automation created incident workflow rule and activate it.
    By default, the workflow is deactivated.
  7. (Optional)Edit the cloned workflow, as follows:
    1. In the Workflow Actions section, from the Add Workflow Action list, select the New Field Update type of action.
    2. In the Field to Update list, select Template Name.
    3. In the Specify New Field Value section, select Use a formula to set the new value.
    4. Type the name of the newly created template enclosed in double quotes. For example, if the template name is CreateBSAIncident, type " CreateBSAIncident ".
  8. Create a job in BMC Server Automation Console. For more information, see Configuring jobs in BMC Server Automation Console.
  9. 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, an incident is created in BMC Remedyforce. The body of the email content is copied to the Description field of the incident. 


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 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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