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This documentation supports the 20.02 version of Remedy Change Management.To view an earlier version, select the version from the Product version menu.

Creating a change request by using email

You can use email to create a change request.

Before you begin

Ensure that Change Management is installed. You must have Change Master, Change User, or Change Submitter permission to create a change request by using email. 

The procedure in this topic provides only general information for creating a change request by using email. The email feature is configurable, so check with your system administrator for more information about configuring the Email Rule Engine and for the specific information that applies to your email environment. 

Related topics

Adding-work-information-to-a-request-by-using-email

Configuring-the-Email-Rule-Engine 

Troubleshooting-email-record-creation-and-updates

Configuring BMC Helix Cognitive Automation

To create a change request by using email

  1. Open your email editor and create a new email message.
  2. In the To field, enter the email account that is registered with the Remedy Email Engine to receive and generate application requests.
  3. Complete the Subject field and the body text of the email according to the rules configured by your system administrator.
    If global rules are used and no custom rules are defined, add CRQ: in the Subject field. Check with your system administrator for defined custom rules. 

  4. If you have an attachment, add it to the email message.
    The system adds attachments to the application request's Work Information form. If you add multiple attachments, the system creates a zip file and adds it to the Work Information form.

    Warning

    Important

    You cannot attach multiple attachments with the same file name.

  5. Click Send.
    If BMC Helix Cognitive Automation is configured for your email system, a relevant template is applied to the change request. Also, if your email system is configured to send acknowledgments, you receive a confirmation message containing the change request ID. See the following figures with work notes: 

    Template applied by Cognitive Service Management
    TemplateAppliedByCognitive.png

    Cognitive Service Management could not find relevant template
    Template_NOTAppliedByCognitive.png


 

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Remedy Change Management 20.02