This documentation supports the 25.1 version of BMC Helix ITSM: Service Desk.To view an earlier version, select the version from the Product version menu.

Troubleshooting email record creation and updates

The Messages tab on the Inbound Email Rule Configuration form provides you with a tool to help you troubleshoot incidents with the email service requests capability.

Issue symptoms

Some service request emails are not processed or not sent.  

Related topics

Creating-and-updating-records-by-using-email

Configuring the Email Rule Engine

Issue scope

One or more users experience this problem.

Resolution

  1. Make sure you have the following permissions:
    • System administrator permissions
    • Email Rule Config permissions (Email Rule Config is a Foundation-related permission.)
    • Permissions to view incident requests, problem investigations, known errors, work orders, and tasks so that you can use the troubleshooting tools. For information about specific BMC Helix ITSM: Service Desk permissions, see Incident-Management-roles-and-permissions and Problem-Management-roles-and-permissions. For information about BMC Service Request Management permissions, see Roles and permissions.
  2. From the Application list on the left side of the IT Home page in Mid Tier, select Administrator Console > Application Administration Console > Custom Configuration.
  3. From Custom Configuration, select Foundation > Email Engine Rules > Configure Rules.
  4. In Company at the top of the form, select the company for which you are troubleshooting messages.

  5. Click the Messages tab.

    When this tab opens, it is filtered by Created Today by default. To see messages that were created before today but no more than seven days ago, click Last 7 Days at the top of the tab.
    When working in this tab, if you select Global from the Company menu, you will not see messages for all companies defined for your installation.

  6. Review the table on the left of the Messages tab for a list of the email messages that were received for processing. 
    To filter this table, use the Show Messages radio buttons to see all messages by their status (New, Done, or Error).
  7. Select a message that you are troubleshooting.
    The table on the right of the tab has additional information about the message selected in the table, including a summary of its To, From, and Subject fields. This table also tells you when the message was created; shows the system-generated, unique ID of the message; and indicates the name of the rule, or use case, that the Email Rule Engine ran.
  8. Click one of the following buttons:
    • Transaction—Displays details of the email transaction if the transaction has failed
    • View Request—Displays the record created by the transaction

 

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