This documentation supports the 23.3 version of BMC Helix ITSM.To view an earlier version, select the version from the Product version menu.

Creating and modifying company-specific excluded subjects

Excluded subjects are words or phrases that appear in the subject line of an incoming email message and cause the Email Rule Engine to reject the message. For example, if the phrase Delivery Error is defined as an excluded subject, the Email Rule Engine rejects any incoming message that contains this phrase in the subject line. The excluded subjects list prevents the email inbox that your system uses for creating or updating records from filling up with email messages that the Email Rule Engine cannot process.

If the email message passes all of the excluded-subject scans, the Email Rule Engine then evaluates the message against the use cases.

Related topics

Creating Email Rule Engine use cases

Creating and updating records by using email

See the following list of excluded subjects that are available out-of-the-box. These excluded subjects are associated with the Global company setting and apply to all companies in your environment.

  • Delivery Error
  • Failure Notice
  • Mail Delivery Failure
  • Mail Delivery Subsystem
  • Mail System Error
  • Mailer-Daemon
  • Message Rejected
  • Nondeliverable Message
  • Out of Office
  • Postmaster
  • RBE Notification
  • Returned Mail
  • System Administrator
  • Undeliverable
  • Undelivered
  • Warning: Could not send message

If your company's email environment generates other subjects that you need to exclude, you can create company-specific excluded subjects.


Before you begin

To perform any Email Rule Engine configuration procedure, you must have Email Rule Config permissions (these are Foundation related permissions). Also, ensure that the Email Engine is installed on your system and your inbox to receive the incoming email is configured. For information about configuring mailboxes, see Configuring Email Engine.

Also, for the user creating the email service request, one of the following conditions must be satisfied:

  • The user's People record is configured with their email address and a Login ID.
  • The user’s email address is configured as a ‘Trusted address’ and a recipient is associated with it.

For an overview of the email service request feature, see Creating and updating records by using email.


To create company-specific excluded subjects

  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. From the Company field, select the company for which you are configuring the excluded subjects list.
  3. Click the Base Configuration tab.
  4. From the Category list, select Excluded Subject.
  5. Click Add.
    The Base Configuration tab displays the following editable fields:
    • Status
    • Name
    • Sort Order
  6. Ensure that the status is Active.
    You can use this field at a later time to turn off this excluded subject by changing the status to Inactive.
  7. In Name, type the text that you want to exclude.
    For example, if you want to ensure that the Email Rule Engine rejects all email messages with FW: in the subject line (that is, all forwarded email messages), type FW:.
  8. (Optional) In Sort Order, type a digit that corresponds to the order in which you want the Email Rule Engine to evaluate this excluded subject.
    A subject with Sort Order set to 1 is evaluated before a subject with Sort Order set to 5.
  9. Click Submit.
    The excluded subject appears in the table on the left side of the Inbound Email Rule Configuration form.
  10. Repeat the procedure for each subject that you want to exclude.


To modify a company-specific excluded subject

Important

You cannot modify the out-of-the-box excluded subjects.

  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. From the Company field on the Inbound Email Rule Configuration form, select the company for which you are modifying the excluded subject.
  3. Click the Base Configuration tab.
  4. From the Category list, select Excluded Subject.
    A table lists the excluded subjects.
  5. In the table, double-click the excluded subject that you want to modify.
  6. Change the values as required.
    You can modify the following values:
    • Status—The value can be Active or Inactive.
    • Name—Change the actual text that the Email Rule Engine evaluates.
    • Sort Order—Change the order in which the Email Rule Engine evaluates the excluded subject.
  7. Click Modify.

 

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