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Saving client's email message with which an incident is created

You can configure the application to save the email messages with which incidents are created. You can also save the notification messages sent by workflows with the incident records.

To save client's email messages with which an incident is created, configure email services and customize the required workflows (and the email alerts that are used in these workflows).

The following topics are provided:

To configure email services

  1. Create an email service for the EmailListener Apex class.
    For more information about creating email services, see Creating incidents and retrieving incident status through email messages. On the Email Service Address page (while creating the email service), in the Email address field, enter the required email address.

  2. Provide the required email address in the From email address field on the Email Conversation Settings tab.
    You must provide an email addresses in this field to create an Email Sent record in the Action History section of the incident or service request. The email address that you select in this field is configured as organization-wide address. For more information, see Defining organization-wide email address.
  3. On the Remedyforce Administration > Configure Email > Incident - Email Settings page, ensure that the Save the Email Message in Action History check box is selected.
    You can use the following out-of-the-box workflows that are related to incidents and service requests to send notifications to the clients:
    • Notify the client when a service request is created
    • Notify the client when a service request is closed
    • Notify the client when a service request is reopened
    • Notify the client when a service request status is changed
    • Notify the client when an incident is created
    • Notify the client when an incident is reopened
    • Notify the client when an incident is closed

   You can use other out-of-the-box workflows based on your business requirements or create new workflows.

To configure workflows

  1. Activate the workflow.
    For more information, see To activate or deactivate a workflow.
  2. Add an Email Alert type of action in the Workflow Actions section of the workflow.
    For more information, see Salesforce Help.
  3. In the email template that you are using for the Email Alert action, perform the following actions:
    1. In the Subject of the email template, ensure that
      (Ref:IN:{! BMCServiceDesk_Incident_c.Name}) exists.
      For more information, see Salesforce Help.
      For example, for the Notify the client when an incident is created workflow, notify_client_when_incident_is_created email alert is used. This email alert uses the Incident Email Template 1 Version 2.0 email template. Ensure that the Subject line is:
      Incident (Ref:IN:{BMCServiceDesk_Incident_c.Name}) has been created and assigned to {!BMCServiceDesk_Incident_c.OwnerFullName}
    2. In the From Email Address field, select the email address that you provided in the From email address field on the Email Conversation Settings tab.
      For more information, see Defining organization-wide email address. The email address that you select in this field is configured as organization-wide address. For more information, see Defining organization-wide email address.
    3. (Optional) In the Additional Emails field, enter the email address that you provided in the Email Address field of the email service.
      You must enter the same email address in the Additional Emails field to create an Email Sent record in the Action History section of an incident or service request when an email notification is sent.


      After you configure the email service and workflows, an email message is sent to the end users and an Email Sent record is created in the Action History section of the incident or service request. The staff member who is working on the record can initiate an email conversation with the end user using the Email Sent record. The (Ref:IN:{!BMCServiceDesk_Incident_c.Name}) text in the Subject of the email template is used to associate the email message with the incident or service request record.

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