Automating tasks through email
BMC Helix Innovation Studio provides the capability to automate certain tasks when an email is received, or send notifications about certain events by automating outgoing emails. This capability eliminates the need for manual intervention to create tasks after receiving an email, or to manually send an email notification when the task is created or updated.
Roles involved in this use case
- Administrator—Configures the incoming or outgoing mailboxes.
- Application business analyst—Uses the incoming or outgoing mailbox configuration in a rule or a process according to the business logic.
Process of using incoming mailbox configuration
The incoming mailbox configuration can be used to trigger a rule when an email is received in the configured incoming mailbox. The rule can be used to run a process, such as creating a case.
The following image gives an example of how an incoming mailbox configuration can be used to create a ticket:
The following table describes the tasks that the administrator and application business analyst perform:
Role | Task | Reference |
|---|---|---|
Administrator | Configure the incoming mailbox. This email address is shared with the end-users who send their service requests via email. | |
Application business analyst | Create a process by using the relevant incoming email fields. To map the configured incoming email addresses with the process, the fields from the configured email can be used in a process. | |
Application business analyst | Create a rule by using the System Event type of trigger. To initiate a rule upon receiving an email, the rule must be created by using the Email Receive Event of the System Event type of trigger. |
Process of using outgoing mailbox configuration
The outgoing mailbox configuration can be used to automatically send an email notification or reply to recipients by email. The outgoing mailbox configuration runs a process that contains the Send Message element. For example, you can use the outgoing mailbox to send an email notification when a case is created.
The following example shows how an outgoing mailbox configuration can be used to send email notifications:
The following table describes the tasks that the administrator and application business analyst perform to automate outgoing emails:
Role | Task | Reference |
|---|---|---|
Administrator | Configure the outgoing mailbox. Emails are sent by using this mailbox. | |
Administrator | (Optional) Create an outgoing email profile for the outgoing mailbox. | |
Administrator | Configure the total attachment size and total number of attachments that can be added to the outgoing mail. | |
Application business analyst | Create a process by configuring the Send Message element with the default outgoing mailbox details. |