This documentation supports the 21.05 version of BMC Helix ITSM. To view an earlier version, select the version from the Product version menu.

Defining Email Rule Engine use cases

When the Email Rule Engine receives an email message for creating or updating a record, it determines what action to take according to the rules defined in the use cases. You can define specific use cases to process the email. For example:

  • Communicate with the Email Rule Engine to create a change request that uses a specified change request template, based on the content of the email subject line
  • Update an existing change request with work information notes

Related topics

Creating and updating records by using email
Troubleshooting email record creation and updates

If an email message does not match any of the defined use cases, the system uses broadly defined, generic, and default use cases to process the email. You cannot modify the default use cases or add to the default set. The following default use cases are provided: 

  • Create a Work Order
  • Create an incident request
  • Create a change request
  • Add a work information note to a task
  • Add a work information note to a Work Order
  • Add a work information note to a Known Error
  • Add a work information note to a problem investigation
  • Add a work information note to an incident request

If the Email Rule Engine cannot match an email message to any of the use cases, it rejects the email message.

Defining the use cases requires the following steps:

Step

Reference topic

You create the use case record from the Base Configuration tab of the Inbound Email Rule Configuration form. 

You define the rules from the Rule Configuration tab of the Inbound Email Rule Configuration form. 


 

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