Setting up email IDs

As a case business analyst, to enable automatic case creation from emails, you configure an email ID by associating it with a company and providing the basic details. After you configure the email ID, you can set it up by specifying its attributes, for example, exclusion subjects, case templates, acknowledgement templates, and so on. With these attributes, you can define how and for which emails cases should be created, and automate the responses agents send to the individuals. For example, you want to specify that emails sent to your company's email ID with the Out of office subject should not be processed. In this case, you add the Out of office email subject as an exclusion subject for your company's email ID. 

Email ID attributes of a company

The following table describes the attributes of an email ID in detail:

Attribute

Description

Exclusion subject

An exclusion subject is a term in an email subject, such as Delivery error or Out of office, that indicates an incoming email should not be processed.

When you add an exclusion subject for an email ID, you can set which companies the exclusion subject applies to by selecting one of the following values:

  • Private—Accessible only by the company for which it is created.
  • Global—Accessible by all the companies in a tenancy. You can view and add a global exclusion subject that was created for another email ID or was deleted.

Acknowledgement template

When a case is created or updated via email, an acknowledgement email is sent to the requester by using the default templates.

Templates are associated with the following operation types for cases:

  • Create—A template with this operation type is used when a case is created.
  • Update—A template with this operation type is used when a requester sends emails to update open or closed cases.

You can also create custom acknowledgement templates and associate them with an email ID.

Note: An email ID can contain only one template per operation type.

Case template

A case template contains predefined information for similar types of cases. You can associate a default case template with an email ID.

When an email arrives, a case template is selected by using the information in the email, and a case is created. Case template selection depends on the following conditions:

  • When the cognitive service is enabled, the cognitive capability predicts the case template by matching the information in the email subject. 
    If the cognitive capability does not find any match, the default case template is selected.
  • When the cognitive service is disabled, the default case template is used.

For more information about enabling the cognitive service, see Leveraging-cognitive-capabilities-in-BMC-Helix-Business-Workflows.

Associated support group

You can associate a support group with an email ID so that emails sent from within a case use the email ID associated with the assigned support group. Otherwise, the default email ID is used to send emails from a case.

For example, you associate the Facilities support group with the facilities@calbro.com email ID. When agents send emails from a case assigned to the Facilities group, the associated email ID used.

You can associate multiple support groups with an email ID. However, after you associate a support group with an email ID, you cannot associate the same support group with another email ID of the same company.

For example, you associate the HR and Recruitment support groups with hrhelpdesk@calbro.com. But you cannot associate the HR support group with  help@calbro.com. 

Trusted email

You can enable users outside of an organization to send emails to raise requests by setting up a trusted ID.

To make a user email or domain a trusted ID, map it with an employee who is registered in the BMC Helix Platform Foundation library. When a user sends an email from the trusted ID, a case is automatically created. The employee with whom the trusted email ID is mapped is displayed as the requester of the case.

To enable any user to send emails to raise a request, add *@* to the Trusted Email list. Cases are created for emails received from any valid email ID, except email IDs added to the Blocked email list.

Blocked email

You can restrict automatic case creation for specific email IDs.

Add the email ID to the Blocked Email list. Cases are not created for emails that are received from the blocked email IDs.

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

To set up an email ID

  1. Log in to BMC Helix Business Workflows.
  2. Click Settings Gear icon.PNG .
  3. Select Email > Email Configuration.
  4. To add or modify an exclusion subject, on the Email Configuration page, select the required email ID, click Edit, and perform any of the following steps:

    • On the Exclusion Subjects tab, perform the actions described in the following table:

      Action

      Steps

      Add an exclusion subject

      1. Click New.
      2. In the New Exclusion Subject pane, complete the following fields:
        • Subject—Enter a name for the exclusion subject.
        • Sort Order—Enter the order in which the exclusion subjects are processed.
        • Global—Select the toggle key to use the exclusion subject for other email IDs.

      Add an existing global exclusion subject

      1. Click Available Global Subjects.
      2. From the Available Exclusion Subjects list, select a subject, and click Add available exclusion subject.png.
        The selected subjects are displayed in the Associated Exclusion Subjects list.
    • To associate a case template, on the Case Template tab, select a template from the list.
      The changes that you make on the Case Template tab are automatically saved. 

    • To associate a custom acknowledgement template with an email ID, on the Acknowledgement Templates tab, perform the following steps:


      1. Select the required template and click Edit.
      2. From the Acknowledgement Template list, select the custom template that you want to associate with the email ID.
    • To associate a support group with an email ID, on the Associated Support Groups tab, select a support group, and click Add available exclusion subject.png.
      The selected support groups are displayed in the Associated Support Groups list.
    • To map an external email or domain ID with an employee, on the Trusted Email tab, perform the following steps:
      1. Click New.
      2. Enter an email ID or domain name.
        • To add a specific user, enter an email ID.
        • To add a specific domain name, enter a domain ID. 
          Use the following syntax to enter a domain ID: *@DomainName.com. For example: *@calbro.com.
        • To enable cases to be created for emails received from any email ID, enter *@*.

      3. In Mapped Requester, select an employee from the BMC Helix Platform Foundation library with whom you want to map the email or domain ID.

        Note

        If you do not map an email or a domain ID with an employee, the external users cannot create cases. When you enable case creation for emails received from all email IDs, the mapped user must have the same permissions as a Requester and must not be an agent. The people record must include the following attributes:

        • Name — Enter required Name fields
        • Person Type — Set the value to Employee
        • Employee Type — Set the value to Other Employee Type
        • Primary Organization — Select your company name
        • Agent — Set to No.
      4. In External Email ID, enter an email or a domain ID.
  5. Click Save.

Where to go from here

Creating-email-and-acknowledgement-templates

  

 

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