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Configuring trusted email addresses and recipients

You can create a request or a work order, and add work information to an existing request, by using email. To do so, you must have your email address registered in the People form. If your email address is not registered in the People form, you can still create the request or work order, or add work information, by using email, if the following conditions are met:
  • The email address that you are using is configured as a trusted email address in the Email Rule Engine.
  • One of the email addresses existing in the People form is configured as a trusted recipient. 

In such a case, the request or work order creation, and the work information update, is submitted by the trusted recipient on behalf of your trusted email address.

Notes

  • Details of the trusted email address and the trusted recipient are displayed in the Notes field of the request form.
  • You can add only one email address as a trusted recipient, which must be registered in the People form.
  • The configured trusted email address must map to the trusted recipient that is configured in the rule-based Email Engine.
  • For the trusted email to work, there must a corresponding trusted recipient.
  • To modify the email address, or to change the status, double-click the record from the list of email addresses on the left side of the window.

This following procedures describe how to add email addresses as trusted addresses and recipients.

To add an email address as a trusted recipient

  1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open to open the Inbound Email Rule Configuration form.
  2. From the Company field at the top of the form, select the company to which the user whose email address you want to add as a trusted recipient belongs.
  3. Click the Base Configuration tab.
  4. From the Category list, select Trusted Recipient.
  5. To add the registered email address as the trusted recipient, click the Add icon.

  6. Select the status from the Status menu:
    • Active (default) enables the email address as the trusted recipient.
    • Inactive disables the email address as the trusted recipient.
  7. Enter the email address that you want add as a trusted recipient in the Email Address field.
  8. Click Submit.

To add your email address as a trusted email addresses

  1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open to open the Inbound Email Rule Configuration form.
  2. From the Company field at the top of the form, select the company to which the user whose email address you want to add as a trusted email address belongs.
  3. Click the Base Configuration tab.
  4. From the Category list, select Trusted Email Address.
  5. To add a new email address as the trusted email address, click the Add icon.
  6. On the right-side of the window, select the status from the Status menu.
    • Active (default) enables the email address as the trusted email address.
    • Inactive disables the email address as the trusted email address. 
  7. Enter the email address that you want add as a trusted email address in the Email Address field.
  8. Click Submit.

Example for configuring trusted email address and recipients

Create a generic People record for email submissions with the email address as abc_email@domain.com. Configure one trusted recipient, that is abc_email@domain.com, as the trusted recipient. Add any email address as the trusted email address using which you would update or create use case records. For example, xyz_email@domain.com. The rule-based Email Engine, then processes an email that is sent from the trusted email address, and the resulting use case records are created or updated using the People record that has the configured trusted recipient's email address.

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Comments

  1. Rick Pulling

    Good document, but I'm having trouble understanding the functionality. 

    I'm trying to make a generic Corporate IT email address not located within Remedy's people file, a Trusted Email Address. I want it to be able to forward emails it receives into Remedy (Using 8.1) and create incidents. I've followed the steps on the page and made the generic Email a Trusted Email Address, but it still seems to be rejected. I've tried to set a Trusted Recipient that is located in the People files, because the text above says that there needs to be a Trusted Recipient to submit on behalf of the Email Address, which makes sense, but it doesn't work. Any input would be greatly Appreciated! Thanks!

    Dec 19, 2014 02:56
    1. Bruce Cane

      Hi Rick,

      This topic actually reused from another wiki space, so I'll pass your compliment and your question along to the person who curates the information. If they aren't sure, they'll escalate your question to a subject matter exeprt.

      -Bruce.

      Dec 22, 2014 12:12
  2. Jason Miller

    For those like me that didn't get it at first, please see here for my explaination and an example: https://docs.bmc.com/docs/display/public/change81/Configuring%20trusted%20email%20addresses%20and%20recipients

    Sep 08, 2017 03:44