Configuring a custom process for an outgoing email profile

As a case business analyst, create a separate outgoing email profile to ensure that email communications are handled through that profile instead of the default profile. With an outgoing email profile, you can define a single email address that can be used for all outgoing emails in different conditions. When users receive emails from the same profile, it helps them build trust that the email is secure.

For example, if requesters send emails to the askhr_EMEA@company.com email address, but receive replies from the askhr@company.com email address, the requesters might get confused or suspicious. 

Use the outgoing email profile for:

  • Cases that are created in BMC Helix Business Workflows, or through email, BMC Helix Digital Workplace Advanced, or  BMC Live Chat.
  • Cases that were created before you upgraded BMC Helix Business Workflows.
  • Multiple lines of business.


Important

If you do not configure a specific outgoing email profile, or if the specific outgoing email profile is not identified while sending emails, the default outgoing email profile that is defined when the line of business was created is used.

Related topics

Configuring-email-profiles

Scenarios

Here are some scenarios that show how Bill, a case business analyst with Apex Global, has created different email address in Mid Tier:

Scenarios

  • Bill creates a custom process and adds a condition that if emails are received from former employees, then the alumni@apexglobal.com email address must be used for all outgoing email communication.
  • When external requesters create cases from BMC Helix Digital Workplace Advanced or through email in Apex Global, Bill defines queries@apexglobal.com to be used for all outgoing communication to those emails.
  • Bill configures the apac-hrsupport@apexglobal.com outgoing email address for all communication for cases that are assigned to the APAC HR Support group. 

Bill creates different outgoing email profiles for each of these email addresses.

Sample outgoing email profile process

Out of the box, the Sample Process to Configure Outgoing Email Profile process is provided. The following image shows the sample outgoing email profile process:

This diagram shows the sample outgoing email profile process

Before you begin

To map the outgoing email profile to different conditions in the custom process, make sure that the application ID field is empty in the Sample Process to Configure Outgoing Email Profile process while defining the outgoing email profile in BMC Helix Innovation Studio.

To configure a custom process for an outgoing email profile

  1. As a case business analyst, click Settings.
  2. Expand Line of Business and click Manage Line of Business.
  3. On the General tab, in the Outgoing email profile settings section, click Actions, and select + Create.
    A copy of the sample Custom process for email profile custom process is created, which is appended by the time stamp. For example, Custom process for email profile_1688531753061.
  4. For the Configure Outgoing Email Profile Name element, in the input map, edit the expression text, and add the outgoing email profile name.
    In Apex Global, for HR-related cases created for external uses, the outgoing email is sent from externalHRqueries@apexglobal.com.
  1. Save and close the new process.
  2. On the General tab of the Line of Business Management page, click Save.
    The newly created custom process is selected in Custom process for email profile.

 

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