This documentation supports the 19.02 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Enabling the Email Rule Engine

The last step that you perform when configuring the Email Rule Engine is to enable the email service request feature. Any of the rules that you configure from this page in this procedure or in subsequent procedures can be made company specific by selecting a company from the Company menu.

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.

To set the Email Rule Engine status to True

  1. Open the Inbound Email Rule Configuration form.
  2. From the Application list on the left side of the IT Home page, select Administrator Console > Application Administration Console > Custom Configuration > Foundation > Email Engine Rules > Configure Rules.
  3. Ensure that the Inbound Email Status selection is set to Active.

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