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Configuring the Email Rule Engine

This topic provides information about configuring the Email Rule Engine to allow the creation and updating of service requests by email.

To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). Also, ensure that the BMC 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.

For an overview of the email service request feature, see Record creation and updates by email.

Process for configuring the Email Rule Engine

The process of configuring the Email Rule Engine consists of the following tasks:

  1. Configure the Excluded Subjects list.
  2. Configure the Email Rule Engine use cases.
  3. Enable the Email Rule Engine.

Related topics

Troubleshooting email record creation and updates

Configuring trusted email addresses and recipients

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  1. Sander Rijzewijk

    Regarding the comment on this page "the person creating the email service request must have their own email address recorded in the Email Address field of their People form record".

    During review of defect SW00473053, it was confirmed by engineering that a user can perform an update/creation via RBE either if:

    • The associated People record has that email address recorded and a Login ID is defined in that people record
    • The user’s email address is configured as a ‘Trusted address’ and a recipient has been associated for it.

    So if this could be updated in all relevant places for RBE.

    Also, it would be good if the RBE related sections under all ITSM applications cover the same basic information - e.g. the Change documentation does have the section "Configuring trusted email addresses and recipients"   ( which does not seem to be present in the Service Desk documentation.

    Kind regards,



    Sep 24, 2014 08:55
    1. Bruce Cane

      Thanks for the comment / observations Sander. I have updated this page per your request and the Service Desk space now has the topic for configuring trusted email addresses. There's a link to it at the bottom of this page.

      Oct 02, 2014 10:15