Automatically creating cases for non-configured email IDs
As a case business analyst, you can enable automatic case creation even if no configuration is found for that email ID.
You can enable this capability in the following scenarios:
- When you receive emails through BCC, and the system cannot determine the email address and the matching email configuration.
- When no configuration is found for the emails you receive through To or CC.
After you enable this capability, an internal case is created in the line of business as defined in the configuration. This capability is available only for case creation and is not available for case updates, tasks, and custom applications.
The following email functionalities are not supported when a case is created from a non-configured email ID:
- Exclusion subject
- Acknowledgment email
- Template selection
- Custom process
- Loop detection
- External mail count
To enable automatic case creation when no email configuration is found
- Log in to BMC Helix Innovation Studio.
- From the Workspace tab, navigate to the Shared Services library.
- Select Records>Application Configuration> Edit data.
- In the Data editor, set the ENABLE_TICKET_CREATE_WITH_NO_EMAIL_CONFIG_FOUND parameter to true.
- After setting the parameter, set the following parameters according to your requirements:
| Configuration Name | Description |
|---|---|
| EMAIL_CASE_CREATE_DEFAULT_TRUSTED_IDS | Enter the trusted external email IDs. You can enter the email IDs in the following ways:
|
| EMAIL_CASE_CREATE_DEFAULT_MAPPED_USER | Enter the login ID of the mapped user to be used as the requester if the email comes from an external email ID. |
| EMAIL_CASE_CREATE_DEFAULT_BLOCKED_USER | Enter the email IDs for which you want to restrict the case creation. You can enter the email IDs in the following ways:
|
| EMAIL_CASE_CREATE_DEFAULT_LOB | Enter the domain ID of the line of business where you want to create a case if no email configuration is found. If the value is None, the case is created in the default line of business. |
The following image shows the required parameters to be configured for automatic case creation:
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