This documentation supports the 9.0 version of Service Desk.

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

Creating an email generated incident request

This topic describes how to use email to create an incident request.


For BMC Remedy IT Service Management 9.0, you can create only incident requests by using email.

Before you begin

Check with your system administrator to ensure that your BMC Service Desk system is configured to work with email-generated service requests.


Because the email feature is highly configurable, the procedure in this topic provides only general instructions. Check with your system administrator for the specific information that applies to your email environment.

To create an incident request by using email

  1. Open your email editor and create a new email message.
  2. In the To field, enter the email account that is registered with the BMC Remedy Email Engine to receive and generate incident requests.
  3. Complete the Subject field and the body text according to the rules configured by your system administrator.
  4. If you have an attachment, add it to the email message.
    The system adds attachments to the service request's Work Information form. If you add multiple attachments, the system creates a zip file and adds it to the Work Information form.
  5. Click Send.
    If your email system is configured to send acknowledgments, you will receive a confirmation message containing the incident request ID number.

Related topics

Adding work information using email
Configuring the Email Rule Engine
Troubleshooting email record creation and updates

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