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

Enabling the Email Rule Engine

The final step that you perform when configuring the Email Rule Engine is to enable the email service request feature.

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.

To set the Email Rule Engine status to Active

  1. From the Application Administration Console, select Custom Configuration > Foundation > Email Engine Rules > Configure Rules, and then click Open.
  2. On the Inbound Email Rule Configuration form, ensure that the Inbound email status is set to Active.

Related topics

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

 

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