Creating Email Rule Engine use cases

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 Remedy Email Engine is installed on your system. This includes ensuring that the specific email inbox that your system will use to receive the incoming email is configured. For information about configuring mailboxes, see Configuring-BMC-Remedy-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 create an Email Rule Engine use case

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 at the top of the form, select the company for which you are creating the use case.
3. Click the Base Configuration tab.
4. From the Category list, select Use Case.
5. Click Add.
6. Complete the following fields for the use case that you are creating:
   
   • Status — Select Active (default) or Inactive. This value controls whether the Email Rule Engine evaluates against this use case at any particular time.
   • Name — Enter a name for the use case.
   • Applies to Form (optional) — Specify the application to which the use case applies: Incident, Known Error, Problem, Task, Change, and so on. The system uses this entry to group the use cases in the table field on the left side of the Base Configuration tab.

   • Sort Order (optional) — Specify the digit that corresponds to the order in which you want the Email Rule Engine to evaluate this use case relative to other use cases. Use case 1 is evaluated before use case 2, and so on.

     Important

     Do not set the same Sort Order value for two use cases. Although the Email Rule Engine evaluates uses cases with the same Sort Order value, it might not evaluate them in the same relative order consistently.

7. Click Submit.
    The use case appears in the table on the left side of the Inbound Email Rule Configuration form.

Where to go from here

When you finish creating the Email Rule Engine use case, define the use case rules.