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Saving email messages that inform clients about record updates

To route the all email messages from your organization's outbound email address to the email address created for the email service, configure your Email server.

When a staff member sends an email message to a client, the email message is sent from the outbound email address (such as servicedesk@bmc.com). When the client replies to the email message, the reply goes to the mailbox represented by the outbound email address (servicedesk@bmc.com). To associate the reply email message to the record of the client, you must configure the reply to the email message to be forwarded to the email address that is configured for your email service. For example, you must configure the reply to the email message to be forwarded to the servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com that is configured for the BMCROF_ServiceDesk email service in step 12. When the email service receives the reply, it associates the email message to the appropriate record. 

The following table shows the text that is always included in the subject of the email message to track the email conversation:

Object

Text

Change Requests

(Ref:CR:<Change Request Number>)

Incidents

(Ref:IN:<Incident Number>)

Problems

(Ref:PR:<Problem Number>)

Tasks

(Ref:TA:<Task Number>)

Note

The parenthesis are required.

The email listener searches for the Ref:# keyword in the subject or body of the email message and interprets the message by considering the following points:

  • If the keyword is same or different in the subject and body of the email message, the information provided in the subject of the email message is used.
  • If the keyword is present only in the subject or body of the email message, the information provided in the subject or body of the email message is used.

Note

Work with your Email Administration group to set up a rule to forward all emails that come to your outbound email address (servicedesk@bmc.com). These emails must be forwarded to the email address (servicedesk@w-16m7yz3cj78e5esxxntd47ttf.in.salesforce.com) of your email service.

For more information about configuring your Email server, see the documentation of your Email server.

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