Enabling automatic case creation from emails
In BMC Helix Business Workflows, a case business analyst can enable automatic case creation from emails for a line of business so that users who do not have access to self-service tools can request services. Requests can be created automatically for the following users:
- Employees of a company that is registered in the Foundation Data
- Users that are outside an organization
Example
Calbro Services includes Human Resources line of business. The email ID hrsupport@calbroservices.com is configured for Human Resources for automatic case creation. An employee of Calbro Services has a medical reimbursement request. The employee sends an email to the email ID requesting a medical reimbursement, and a corresponding case is automatically created in Human Resources.
Before you begin
Make sure that you complete the required steps in Setting-up-and-going-live.
Process for enabling automatic case creation from emails
The following table describes the tasks that you must perform to enable case creation from emails for a line of business:
Task | Description | Reference |
|---|---|---|
1 | Configure the email ID that is specified in the incoming mailbox for a line of business so that users can request services by sending emails to the configured email ID. | |
2 | Set up the configured email ID by specifying its attributes. Attributes of an email ID enable you to define how and for which emails cases should be created, and automate the responses agents send to the users. | |
3 | Create email and acknowledgement templates to customize the email communication between an agent and a user. This also reduces the time agents spend on drafting emails for similar types of cases. |
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