Configuring email profiles

To send and receive emails for your lines of business, you must configure the outgoing profiles. Any changes made to email profiles require at least 15 minutes to take effect in the system.

You can create only one outbound email for a line of business. You can define a single email ID and password with different details, such as Reply to Address, Email Address. You can use the different outbound email entries to create email profiles for different lines of business.

For outbound emails, the system always checks for the outgoing email profile. Requesters receive emails from the email ID that is configured in the outgoing email profile.

A case business analyst can also create an outgoing email profile to use for sending emails in specific conditions. For example, emails to external requesters can be sent from a specific email profile. Learn how to configure a custom process in Configuring-a-custom-process-for-an-outgoing-email-profile. 

When multiple emails are exchanged between two systems in a specific time limit, an email loop occurs, and the email ID of the sender is blocked. To know more about email loops, see Detecting-email-loops.

Related topics

Configuring-a-custom-process-for-an-outgoing-email-profile

To create an email profile for outgoing emails for a line of business

As an example, if you configured two line of business — HR and Finance in BMC Helix Business Workflows then create your own email address specific to them:

  • HR line of business: hr@calbro.com
  • Finance line of business: finance@calbro.com

Use the following steps to create an outgoing email profile:

  1. Raise a request to create an outbound email profile.
  2. Create an email profile and select the email ID.
  3. Map the email profile as the outgoing email profile.

Task 1: Raise a request to create an outbound email profile

Raise a request with BMC Support for an outbound email entry with the same default email address and password provided by BMC. Specify the following details:

  • Number of lines of business that you plan to use
  • Names that you want to use for the lines of business
  • Reply to Address and Email Address that you want to use for the lines of business
    For the Reply To Address and Email address fields, specify different email IDs that have masquerading or forwarding rules to the BMC configured email address.
    The email IDs must be unique within and across the line of business because it's a unique identification for case creation using an incoming email.
Example

Incoming: incoming@bmc.com

  • HROutgoing: hr@bmc.com
    Reply To Address/Email Address: hr@calbro.com which has forwarding rule to hr@bmc.com
  • FinanceOutging: finance@bmc.com
    Reply To Address/Email Address: finance@calbro.com which has forwarding rule to finance@bmc.com

Task 2: Create an email profile and select the email ID

Create an email profile and select the email ID with a forwarding rule for the email profile:

  1. Log in to BMC Helix Innovation Studio as an Administrator.
  2. Click Administration > Settings > Configure My Server > Email > Email Profile.
  3. Open a profile, such as Facilities Profile.
  4. Select the Mailbox for the profile.
    Important: For the notifications and acknowledgement emails to work, ensure that the value for Application remains Select Application.
  5. Click Save.
Example

HrProfile: Select the outbound as HROutgoing

FinanceProfile: Select the outbound as FinanceOutging

The following image shows an example of a profile for the Facilities line of business.

This images shows an Email profile configuration

Task 3: Map the outgoing email profile

Map the email profile as the outgoing email profile for a line of business.

This image shows the Custom email profile configuration

Example

HR - HrProfile

Finance - FinanceProfile

Learn more about configuring mailboxes and profiles in

Some content is unavailable due to permissions.

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Results

Action

Result

A requester sends an email to hr@calbro.com.

A case is created in BMC Helix Business Workflows and the requester receives an acknowledgement email or a notification email from profile HrProfile (hr@calbro.com).

A requester sends and email to finance@calbro.com. 

A case is created in BMC Helix Business Workflows and the requester receives an acknowledgement email or a notification email from profile FinanceProfile (finance@calbro.com).

 

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