Enabling automatic ticket creation from emails for a custom application
Watch the following video (2:30) to get a high-level overview of creating tickets automatically from an email for your custom application.
Before you begin
You can enable automatic ticket creation only if your environment includes the following application bundles:
- com.bmc.dsm.shared-services-lib
- com.bmc.dsm.shared-components-lib
- com.bmc.dsm.attachment-service-lib
- com.bmc.dsm.email-lib
Process for enabling automatic ticket creation from emails
The following diagram illustrates the process of enabling automatic ticket creation and updates from incoming emails:
The following table describes the tasks that you must perform to enable ticket creation and updates from incoming emails for a line of business:
Task | Action | Reference |
|---|---|---|
1 | Create a line of business by using a record definition. | |
2 | Customize sample out-of-the-box ticket creation and update processes in your custom application. | |
3 | Customize and integrate the sample out-of-the-box email configuration views in your custom application. | |
4 | Create an attachment configuration, set the required parameters, assign their values, and associate them to the configuration. | |
5 | Create email rules to automatically create and update tickets based on incoming emails. | |
6 | Integrate email settings by configuring incoming mailboxes, mapping email applications, and setting up email configurations. |