AR System Email Mailbox Application Mappings

When you install BMC Helix Business Workflowsand BMC Helix ITSMon the same AR System server, Email EngineandBMC Helix Business Workflows Email parser stage the incoming emails into their own forms and create incidents and cases. This results in the following two issues:

  • A single email generates a request in BMC Helix ITSM and also a BMC Helix Business Workflowscase. 
  • For both applications, intermediate staging forms store all the emails including emails meant for other applications. 

These issues are fixed by routing the emails to the correct application. AR System Email Mailbox Application Mappings form maps the inbox email to the application form.

Related topics

Email-Engine-administration-forms

Setting-up-and-going-live

The following table lists the fields on the AR System Email Mailbox Application Mappings form:

Field

Description

Message Type

Select whether the mailbox is Incoming or Outgoing.

Mailbox Name

Enter the name of the mailbox.

Application Name

Select the application for which you want to set the mailbox.

Innovation Suite Applications

Select this check box if you are using BMC Helix Business Workflows.

Application ID

The Application ID will be populated based on the application you select.

Status

Select Enabled to activate the mailbox. Select Disabled to keep the mailbox disabled.

See the following figure for more information:

23_3_AR_System_Email_mailbox_application_mappings.png

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*