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Configuring email conversation

If you want your staff members to interact with the clients of their incidents, you must configure email conversation on BMC Remedyforce. Staff members or change managers can also interact from the change request, problem, and task records. The following steps provide an overview of how to configure email conversation:

  1. Create a context user with System Administrator profile. The email service uses the profile permissions of this user to process the received email messages. For more information about adding a user, see Adding or editing users.
  2. Create an email service and add the EmailListener out-of-the-box Apex class to the email service.
  3. Create an email address for the email service.
  4. Configure an email address in your mail server. When a staff member sends an email message to the client of a record, the email message is sent from this email address. Configure the display name of the email address to display your department name, such as Service Desk [servicedesk@bmc.com]. Additionally, you can configure your notification workflows to use this email address to send notification email messages to clients when their incidents are created or closed.

    Note

    Ensure you provide a meaningful display name because the display name appears as the email sender's name when any email message is sent to a client by a staff member.

    For more information, see Salesforce Help.

  5. Configure the From email address list on the Email Conversation Settings page to use the outbound email address.

To configure email conversation

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Configure Email tile, and select Email Services.
  3. Click New Email Service.
  4. In the Email Service Name field, type the name of your email service.
    For example, type BMCROF_ServiceDesk as the name of the email service.

    Note

    BMC recommends that you add BMCROF at the beginning of the email service's name to allow you to differentiate BMC Remedyforce email services from the others email services that you create.

  5. Click the Apex Class lookup.
  6. In the Lookup window, click the EmailListener Apex class.
  7. From the Accept Attachments list, select All.
  8. To ensure that attachments are not lost or deleted from the email, select the Convert Text Attachments to Binary Attachments check box.
  9. To enable the email service, select the Active check box.
  10. Depending on your organization's requirements, configure the remaining fields.
    For more information, see Salesforce Help.
  11. To save the email service and configure an email address for this email service, click Save and New Email Address.
  12. In the Email Address Information section of the Email Service Address page, in the Email Address field, the name of the email service appears. Salesforce.com creates and assigns a unique domain name to the email address. For example, if ServiceDesk appears in the Email Address field, the user name of the email address. Salesforce.com generates a unique domain for this email address, such as servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com.
    For more information, see Salesforce Help.
  13. To activate the email address, select the Active check box.
  14. Click the Context User lookup.
  15. In the lookup window, click the required user.
  16. Ensure that the Accept Email From field is blank.
    This setting is one of the required settings to ensure that you can send an email message to the client user notifying that an incident record has been created for the issue raised by them. Such notifications are also sent when the record is updated.
  17. (Optional) In the Accept Email From field, type the valid email addresses.
    The email service address accepts emails from these email addresses only.
  18. Click Save.
  19. Create an email address in your mail server, such as servicedesk@bmc.com.
  20. To create an outbound email address for your organization, perform the following actions:
    1. On the Home page, click the Configure Email tile, and from the menu select Organization-Wide Addresses.
      Alternatively, navigate to Setup > Email Administration > Organization-Wide Addresses.
    2. Click Add.
    3. In the Display Name field, type the display name of your organization-wide email address.

      Note

      no-reply@salesforce.com; on behalf of: is automatically added before the display name. You can disable this addition. For more information, see step 21.

    4. In the Email Address field, type the organization-wide email address that you want to use for all outbound email.
      For example, servicedesk@bmc.com.
    5. To use this email address for all outbound email from staff members, select Allow All Profiles to Use this From Address.
    6. Click Save.
      Salesforce.com sends a verification email to the email address you have specified in the Email Address field.
    7. In the verification email, click the confirmation link to confirm the validity of the organization-wide email address to be able to use this email address for outbound emails.
      If the verification is not performed, staff members cannot use this email address to send emails to clients.
  21. To remove the no-reply@salesforce.com; on behalf of: that is added before the display name, perform the following actions:
    1. Navigate to Setup > Email Administration > Deliverability.
    2. In the Email Security Compliance section, clear the Enable Sender ID compliance check box.
    3. Click Save.
  22. To use the outbound email address of your organization in the From email address field, perform the following actions:
    1. Click the Remedyforce Administration tab.
    2. On the Home page, click the Configure Email tile, and from the menu, select Email Conversation Settings.
    3. In the From email address list, select the outbound email address of your organization.
      For example, from the From email address list, select servicedesk@bmc.com.
    4. To make the email address available to users of all profiles or selected profiles, select All profiles or Selected Profiles.
    5. To configure a default email address, in the From email address field, select the email address, and select the Set As Default check box.

      You can configure a default email address for all profiles only. 

    6. If you want to make the email address available to users of selected profiles only, from the Available Profiles list, select the required profiles, and click the right arrow to move the selected profiles to the Selected Profiles list.
    7. Click .
    8. To configure multiple from email addresses, repeat step 22c to step 22g.

The following video (4:53) shows how to troubleshoot email services.

https://youtu.be/ON15UTCJLsM

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