Enabling automatic case creation from emails

BMC Helix Business Workflows enables users to send emails to request services and cases for these requests are created automatically. Employees of a company whose email IDs are registered in the BMC Helix Platform Foundation library and users outside an organization can send  emails to request services. Using email to create cases is beneficial when employees do not have access to self-service tools or external users want to submit their issues or raise queries. For example, an employee of Calbro Services sends an email to the company's email ID requesting a medical reimbursement and a corresponding case is automatically created.

As a case business analyst, you can enable automatic case creation from emails by configuring individual email IDs or domains. You must configure specific email IDs or domains and then set them up by specifying attributes such as exclusion subjects, case templates, and so on. You can also enable automatic case creation from all external email IDs. Additionally, you can block case creation for individual email IDs.  

Note

You can block only individual email IDs and not entire domains.

For more information about using emails to create cases, see Case-management-through-email.

Enabling case creation from email

The following table describes the tasks that you must perform to enable case creation from emails:

Task

Action

Role

Reference

BMC Helix Innovation Studio

1

Configure the following mailboxes:

  • Incoming—Used to trigger a rule to create a case when an email arrives.
  • Outgoing—Used to send an acknowledgement to the individual who sent an email.

Administrator

BMC Helix Business Workflows

2

Configure the email ID that is specified in the incoming mailbox so users can request services by sending emails to the configured email ID.

Case business analyst

3

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.

Case business analyst

4

(Optional) 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.

Case business analyst

 

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