Configuring trusted email addresses and recipients

You can use incoming emails to create a request or a work order, and add work information to an existing request. To do so, your email address must be registered in the People form. If your email address is not registered in the People form, you can still create the request or work order, or add work information, by using email, if the following conditions are met:

• The email address that you are using is configured as a trusted email address in the Email Rule Engine.
• One of the email addresses existing in the People form is configured as a trusted recipient.
• The domain that you are using is configured as a trusted domain in the Email Rule Engine.

In such a case, the trusted recipient on behalf of your trusted email address or trusted domain submits the request or work order creation, and updates the work information.

To add an email address as a trusted recipient

1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open.
2. Select the Company to which the user whose email address you want to add as a trusted recipient belongs.
3. Click the Base Configuration tab.
4. From the Category list, select Trusted Recipient.
5. To add the registered email address as the trusted recipient, click the Add icon.
6. Select the status from the Status menu.
7. Enter the email address that you want add as a trusted recipient in the Email Address field.
8. Click Submit.

To add your email address as a trusted email addresses

1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open.
2. Select the Company to which the user whose email address you want to add as a trusted email address belongs.
3. Click the Base Configuration tab.
4. From the Category list, select Trusted Email Address.
5. To add a new email address as the trusted email address, click the Add icon.
6. Select the status from the Status menu.
7. Enter the email address that you want add as a trusted email address in the Email Address field.
8. Click Submit.

To add a domain as a trusted domain

1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open to open the Inbound Email Rule Configuration form.
2. (Optional) Select the Company for which you want to add a trusted domain.
3. Click the Base Configuration tab.
4. From the Category list, select Trusted Domain.
5. To add a new domain as the trusted domain, click the Add icon.
6. Select the status from the Status menu.
7. Enter the domain name that you want add as a trusted domain in the Name field.
8. Click Submit.

Example for configuring trusted email address and recipients

By using the trusted email address you can update or create use case records.

The rule-based Email Engine then processes an email that is sent from the trusted email address, and the resulting use case records are created or updated by using the People record that has the configured trusted recipient's email address.

1. Create a generic People record for email submissions with the email address; for example abc_email@domain.com.
2. Configure this email address as a trusted recipient.