Phased rolloutThis documentation supports the 23.3 version of BMC Helix Business Workflows.To view an earlier version, select the version from the Product version menu.

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.

Related topics

Case-management-through-email

Defining-your-line-of-business

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.


Important

  • Make sure you configure the email mailboxes to filter any spam and spoofed emails.
  • Make sure you do not select any application while configuring the outgoing email profile.

 

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