Creating processes to automate ticket creation and updates

The following diagram illustrates the process of creating and updating tickets:

Task 1: To copy a sample process for creating ticket

1. Log in to the BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select Email Service > Processes.
3. Select Ticket Creation - Sample Process and click Copy.
4. Select the Target application/library from the list.

1. Rename the Definition name. 
   This name is used to copy the process name in your custom application.
2. Click Copy.

The following screenshot displays the process to copy sample process for ticket creation:

Task 2: To copy a sample process for updating ticket

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select Email Service > Processes.
3. Select Sample Process to Post to Activity Feed and click Copy.
4. Select Target application/library from the list.

1. Rename Definition name.
   This name is used to copy the process name in your custom application.
2. Click Copy.

The following screenshot displays the process to copy a sample process for ticket update:

Task 3: To customize the sample process for creating tickets

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select Custom Application > Processes.
3. Open the ticket creation process, that you have copied from Ticket Creation - Sample Process.

4. To customize a process for ticket creation, update the following parameters:

   Field name	Description
   Requester	The actual person or mapped person who sent the email
   External Email ID	An email ID if sender is not part of foundation data
   Incoming Email ID	The email address from which the email is received
   Line of Business	The line of business
   Summary	The subject of the email
   Description	The body of the email

5. Map output parameter value for TicketID in Output Variables.

1. Click Save.

Task 4: To customize the sample process for updating tickets

1. Log in to BMC Helix Innovation Studio and navigate to the Workspace tab.
2. Select Custom Application > Processes.
3. Open the ticket creation process, that you have copied from Sample Process to Post to Activity Feed.

4. To customize a process for ticket update, update the following parameters:

   Field name	Description
   EmailCCList	The CC email addresses
   Post Comment	The body of the email
   Post Subject	The subject of the email
   TicketID	The GUID of the ticket that is identified by using email rules
   EmailToList	A list of recipients included in the To field of the email
   Author	The actual person or mapped person who sent the email
   AttachmentGroupID	Attachment group ID when the email contains attachments
   TicketDisplayID	The display ID of the ticket that is identified by using email rules
   IncomingEmailRecordInstanceID	The record ID of the current BMC Helix Business Workflows incoming message
   ExternalEmailID	An email ID if the sender is not part of foundation data
   Related TicketID for update	The record ID where email updates to ticket are stored
   Related record definition for update	The related record definition name where email updates to ticket are stored

5. Map the output parameter value for TicketID in Output Variables.

1. Click Save.

Where to go from here

Creating-email-configuration-views