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Creating Email Rule Engine use cases

This topic describes how to crate Email Rule Engine use cases.

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 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, the person creating the email service request must have their own email address recorded in the Email Address field of their People form record.

To create an Email Rule Engine use case

  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. From the Company field at the top of the form, select the company for which you are creating the use case.
  4. Click the Base Configuration tab.
  5. From the Category list, select Use Case.
  6. Click Add.
  7. Ensure that the following fields are completed correctly for the use case that you are creating.
    The fields are mandatory unless labeled as optional.
    • StatusActive (default) or Inactive, controls whether the Email Rule Engine evaluates against this use case at any particular time
    • Category — Filled by the system, it should contain Use Case; otherwise, go back to Category and reselect Use Case.
    • Name — The name that you want to use for the use case
    • Applies to Form (optional) — The application to which the use case applies: Incident, Known Error, Problem, Task, and so on. The system uses this entry to group the use cases in the table field on the left side of the Base Configuration tab.
    • Sort Order (optional) — Digit that corresponds to the order in which you want the Email Rule Engine to evaluate this use case relative to other use cases. Use case 1 is evaluated before use case 2, and so on.


      Do not set the same Sort Order value for two use cases. Although the Email Rule Engine evaluates uses cases with the same Sort Order value, it might not evaluate them in the same relative order consistently.

  8. Click Submit.
    The use case appears in the table on the left side of the Inbound Email Rule Configuration form.

Where to go from here

When you finish creating the Email Rule Engine use case, define the use case rules.

Related topics

Defining Email Rule Engine use case rules
Record creation and updates by email
Troubleshooting email record creation and updates

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