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

Creating an email generated incident request

This topic describes how to use email to create an incident request.

Before you begin

Check with your system administrator to ensure that your Remedy Service Desk system is configured for the following:

  • to work with email-generated service requests.
  • to apply an incident template to the incident using Helix Cognitive Automation.
Warning

Important

Because the email feature is highly configurable, the procedure in this topic provides only general instructions. Check with your system administrator 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 an incident 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 BMC Remedy Email Engine to receive and generate incident requests.
  3. Complete the Subject field and the body text according to the rules configured by your system administrator.
  4. If you have an attachment, add it to the email message.
     The system adds attachments to the service request's Work Information form. If you add multiple attachments, the system creates a zip file and adds it to the Work Information form.
  5. Click Send.
    If BMC Helix Cognitive Automation is configured for your organization, a relevant template is applied to the incident. Also, if your email system is configured to send acknowledgments, you receive a confirmation message containing the incident request ID. This email either contains a link to the most relevant knowledge article or Digital Workplace service catalog. BMC Helix Cognitive Automation enables you for self-help by providing you with the links to the most relevant BMC Digital Workplace service catalog or Remedy knowledge articles. You can mark such tickets for closing and BMC Remedy Helix ITSM automatically resolves the tickets. See the following figures with work notes:

Template applied by BMC Helix Cognitive Automation
TemplateAppliedByCognitive.png

BMC Helix Cognitive Automation could not find relevant template
Template_NOTAppliedByCognitive.png

Remedy administrators can configure BMC Helix Cognitive Automation for responding to your emails and resolving the tickets, automatically. For more details, see Configuring BMC Helix Cognitive Automation.

 

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Remedy Service Desk 20.02