Configuring error notifications

As an administrator, when you run an integration between BMC Helix ITSM and a third-party application, you might encounter errors for example, a failed transaction, an issue with synchronization between technology providers, system issues, and so on. When an error occurs, an error log is generated and you can view it on the Error management console, as shown in the following image:

To get notified and to notify other administrators about the errors in an integration, you can configure email notifications. By receiving the notifications, you and other administrators can stay up-to-date about the integration status and take necessary actions, whenever required.

You must configure at least one outgoing mailbox from which you want to send the email notifications.

To configure an outgoing mailbox

1. Log in to Mid Tier.
2. Select AR System Administration > AR System Administration Console > System > Email > Mailbox Configuration.
3. Click New Request.
4. In the Mailbox Configuration window, complete the following fields:
   • Mailbox Name—Enter a name that describes the function of the mailbox.
     For example, enter Calbro Service Outgoing Mailbox.
   • Mailbox Function—From the list, select Outgoing.
   • Status—To activate the outgoing mailbox, from the list, select Enabled.
     
5. To create a basic mailbox configuration, on the Basic Configuration tab, perform the following steps:
   1. In Email Server Type, select one of the following values:
      • SMTP
      • MAPI
      • EWS

   2. Based on the email server type that you select, complete the following fields:

      Important

      If you want to configure a Microsoft Office 365 user in Email Engine by using SMTP, select the following values:

      • Connection Security: None
      • Email Server Name/IP: smtp.office365.com
      • Email Server Port: 587

      
      

      Email Server Type	Field	Action
      SMTP	Polling Interval (Minutes/Seconds)	Select a polling interval for the Email Engine to check for new outgoing email from the AR System server.
      	Connection Security	Select one of the following options: None—Select this option if you do not want to specify any connection security protocol. SSL—Secure Sockets Layer. This is an open standard that is used to establish and protect web communications and prevent the interception of critical information such as credit card numbers. STARTTLS—Several protocols use the STARTTLS command to upgrade a plain text connection to an encrypted connection instead of using a separate port for encrypted communication. It is basically intended as a countermeasure to passive monitoring.
      	Email Server Name/IP	Enter the name or IP address of your company's mail server.
      	Email Server Port	Enter the mail server port number or click Set Default Email Server Port to accept the default port.
      	Email Server User	If your mail server requires authentication information before sending email, enter the user name for the email account.
      	Email Server Password	Enter the password of the email server user.
      MAPI	Polling Interval(Minutes/Seconds)	Select a polling interval for the Email Engine to check for new outgoing email from the AR System server.
      	Profile Name	Enter the name of the Microsoft Exchange profile that you created during the product installation. This field is required because a profile is used to see the MAPI email account configuration information. For more information about Microsoft Exchange profiles, see the Exchange documentationon the Microsoft Docs website.
      EWS	Polling Interval (Minutes/Seconds)	Select a polling interval for the Email Engine to check for new outgoing email from the AR System server.
      	Exchange Service URL	Enter the URL for the Exchange Service.
      	Authentication Type	Select either Basic Authentication or OAuth2 Authentication. If you select Basic Authentication, enter the following information: Email Server User—If your mail server requires authentication information before sending email, enter the user name of the email account. Email Server Password—Enter the password of the email server user. If you select OAuth2 Authentication, enter the following information: Tenant ID—Enter the tenant ID for Microsoft Exchange configuration. Email Server User—If your mail server requires authentication information before sending email, enter the user name of the email account. Client ID—Enter the client ID. After you register a client application on Microsoft Azure, you get a client ID and client secret. This client application must have read and write permissions for email for the user who is added in the mailboxes. For more information about registering a client application on Microsoft Azure, see Register an app on the Microsoft Docs website. Client Secret—Enter the client secret. After you register a client application on Microsoft Azure, you get a client ID and client secret. This client application must have permissions to read and write emails for the user who is added in the mailboxes.

   3. Click Save.
6. To create an advanced mailbox configuration, on the Advanced Configuration tab, perform the following steps:

   1. Complete the following fields:

      Field	Action
      Associated Mailbox Name	Enter the name the existing mailbox that will receive instructions from this outgoing mailbox.
      Default Outgoing Mailbox	Select Yes to make this outgoing mailbox route all emails that do not have a specified outgoing mailbox associated with them.
      Display Name	Enter a descriptive name that appears in the From: line of outgoing emails. This option is not used with MAPI.
      Email Address	Enter the email address of the server user that you created during the product installation. For example, if you entered a display name of CalbroServices and an email address of emails@calbro.com, the From: line would be: From: CalbroServices [emails@calbro.com] Important: This option is not used with MAPI.
      Reply To Address	Specify an email address where replies to your outgoing emails will be sent, or accept the default server user email address already in this field. Important: This option is not used with MAPI.
      Organization	If your email client displays your organization's name, enter the name of the organization or company.
      Delete Outgoing Notification Messages	To have workflow-generated notification messages deleted from the AR System Email Messages form after they have been sent from this mailbox, select Yes. To save workflow-generated messages in the AR System Email Messages form, or if you are going to use email templates to modify records, select No. System administrators or other users with the appropriate permissions must delete manual messages.

   2. In the Default Addressing section, complete the following fields:

      Field	Action
      Default To	Enter all email addresses that should receive outgoing messages from this mailbox if no other email address is specified in the message.
      Default CC	Enter all email addresses that should receive copies of outgoing messages from this mailbox if no other email address is specified in the message.
      Default BCC	Enter all email addresses that should receive blind copies of outgoing messages from this mailbox if no other email address is specified in the message.

   3. In the Default Templates section, complete the following fields:

      Field	Action
      Header Template	Enter the name of the template to use for the message header if no other header template is specified.
      Footer Template	Enter name of the template to use for the message footer if no other footer template is specified.
      Status Template	Enter name of the template to use for the status if no other status template is specified.
      Result Template	Enter the name of the template to use for the result if no other result template is specified. You can specify only one default template of each type for a mailbox. The AR System Email Templates form must already contain the templates.  Learn more about templates in Creating and using email templates.

   4. Click Save.

To enable a user to receive an error notification

To send error notifications to users for integrations by using BMC Helix iPaaS, powered by Jitterbit you must assign the appropriate role to the required user.

1. Log in to Mid Tier.

2. Select AR System Administration > AR System Administration Console > Application > Users / Groups / Roles > Users.
   You can assign the role to a new or existing user. If you want to create a new user and assign the role, see Creating and modifying users.

3. Search for the required user.
4. In Group List, to view the list of available roles, click .
5. From the list select com.bmc.dsm.ticket-brokering-lib:Multi-cloud Service Admin.
6. Click Save.