Defining Email Rule Engine use case rules
As an administrator, you can define Email Rule Engine use cases. The general procedure for defining each use case is the same. However, the way that you use the fields on the Rule Configuration tab depends on the purpose of the use case.
The first section describes the panes on the Rule Configuration tab and then presents an example that shows you how to use those panes to create use cases.
You can define and edit custom Email Rule Engine use cases for any company that you create. However, you cannot add or edit use cases for the Global company.
Functional panes on the Rule Configuration tab
You define the Email Rule Engine use case rules on the Rule Configuration tab, which has the following panes:
- Rule Qualification pane, where you define the rule
- Actions pane, where you specify the type of action that occurs when the rule qualifications are met: a Create action or an Update action
When you open the tab, the Rule Qualification pane appears first. To see the Actions pane, click inside the Actions bar at the bottom of the tab. To go back to the Rule Qualification pane, click the Rule Qualification bar.
The following tables describe the fields on each of these panes:
Rule Qualification pane
The field on the incoming email message scanned by the Email Rule Engine to determine whether the rule applies:
The logical operator for the rule qualification with which the Email Rule Engine compares the content of Field Name with the value of Field Value when evaluating incoming email messages:
The word or phrase that the Email Rule Engine scans for in the field specified in Field Name
Click to move Field Name, Operation, and Field Value selections into the Qualification field.
You can add more qualifications by clicking an operator such as AND, OR, or NOT, specifying values for Field Name, Operation, Field Value, and then clicking the Add button ().
Add a qualification that is joined to a preceding qualification by an AND condition.
Add a qualification that is joined to a preceding qualification by an OR condition.
Add a qualification that is joined to a preceding qualification by a NOT condition.
Contains the rule qualification
Specifies the basic action that the Email Rule Engine takes when the email message meets the rule qualification:
Auto populated from the Base Configuration tab, specifies the application form on which the specified actions will occur. You cannot edit this field.
Find Request in fields
Specifies where the Email Rule Engine gets the service request ID number, which enables the Email Rule Engine to handle messages about existing service requests
Send a notification to the email sender. Select none or all that apply:
Option and Value
(If needed) Allows you to specify default information to add to the specified fields when creating or updating a service request. Alternatively, it allows you to specify a template for the use case to use.
You can use % as a wildcard character in this field.
|Arrow button ()||Click to move Option and Value to Configured Options.|
Displays the options that you specify in Option and Value.
Before you begin
To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). Also, ensure that the Remedy Email Engine is installed on your system. This includes ensuring that the specific email inbox that your system will use to receive the incoming email is configured. For information about configuring mailboxes, see Configuring BMC Remedy Email Engine.
Also, for the user creating the email service request, one of the following conditions must be satisfied:
- The user's People record is configured with their email address and a Login ID.
- The user’s email address is configured as a ‘Trusted address’ and a recipient is associated with it.
Before you define an Email Rule Engine use case rule, you must create the use case record.
Example of creating an email incident request from a template
This example demonstrates how to create a use case that configures the Email Rule Engine to create an incident request from the Locked User ID template whenever an inbound email message's subject line starts with the phrase "Locked User ID." The Email Rule Engine evaluates email messages by using this rule before any other rule, and it notifies the email sender when the incident request is created successfully.
To create a use case that generates an incident request from a template
- After completing the steps described in Creating Email Rule Engine use cases, click the Rule Configuration tab.
- In Form Name, select Incident.
- In Use Case, select the use case that you created in Creating Email Rule Engine use cases.
The Rule Qualification pane appears.
- In Field Name, select Subject.
- In Operation, select Starts with.
- In Field Value, type Locked User ID.
Click the Add button () to the right of Field Value to add the qualification.
The following qualification appears in Qualification:
('Subject' LIKE "%Locked User ID%")
You can add more qualifications by clicking an operator such as AND, OR, or NOT and then repeating steps 4 to 7.
- In Action Name, select Create.
- Click the Actions bar at the bottom of the form to open the Actions pane.
- Under Notify Sender, click On Success.
In Option, select Template Name.If there is a strong likelihood that the template name could change, either through the intervention of a system administrator or because the template is migrated to another server, consider selecting the TemplateID instead of the Template Name from the Option menu. If you do this, the value that you place in the TemplateID field is the InstanceId (Field ID 179) from the HPD:Template record (not "Locked User ID" as shown in the next step). To determine the InstanceId value, run an AR System report on the HPD:Template record, which returns, along with other information, the InstanceId. Although it takes a little more work to use the InstanceId, this attribute does not change if the template name itself changes.
- In Value, type Locked User ID.
Before saving, click the arrow button () to the right of Value to add the configured option.
The following text appears in the Configured Optionarea:
<templateName>Locked User ID</templateName>
- Click Save on the far left of the Rule Configuration tab.
- Run a test of the rule by sending an email message that satisfies this rule to the inbox.
Where to go from here
When you finish creating the use cases and defining their rules, enable the email service request feature.