Configuring the Email Rule Engine

You can configure the Email Rule Engine to enable the creation and update of the following BMC Helix ITSM application records by using user email:

  • Create and add work information for incident requests, work orders, and change requests
  • Add work information only for problem investigations, known errors, and tasks

Related topic

Troubleshooting email record creation and updates

Before you begin

To configure email rules, you must meet the following prerequisites:

  • Email Engine must be installed on your system.
  • You must have Email Rule Config permissions. 

For information about configuring mailboxes, see Configuring Email Engine in the AR System documentation.

If you are creating an application request by using email, one of the following conditions must be met:

  • Your email address must be recorded in the Email Address field of your People form record.
    You must have a login ID defined if email is chosen as the default mechanism of notification. 

  • If your email address is not recorded in the People form, your email address must be configured as a trusted email address in the Email Rule Engine, and one of your email addresses existing in the People form must be configured as a trusted recipient.  For more information, see Configuring-trusted-email-addresses-and-recipients. In the case of a trusted email address, the request or the work order information is created by the trusted recipient on behalf of your trusted email address.

    Important

    Details of the submitter email address and the trusted recipient are displayed in the Notes field of the request form.

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

Email Rule Engine configuration process

The process of configuring the Email Rule Engine consists of the following tasks:

  1. Creating and modifying company-specific excluded subjects
  2. Configuring the Email Rule Engine use cases
  3. Enabling-the-Email-Rule-Engine
  4. Configuring-trusted-email-addresses-and-recipients
  5. Configuring-assignments
  6. Configuring-maximum-attempts-to-process-inbound-emails-automatically

Important

When you create a ticket by using the Email Rule Engine, you must be a valid user or have a trusted email ID to add information to the Work Info field.

When you use the Email Rule Engine for creating or changing a change request, you must have the Change Submitter, User, or Master permissions and for creating a Work Order, you must have the Work Order Submitter, Work Order User, or Work Order Master permissions.

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*