Enabling email requests and notifications
BMC Helix supports Microsoft Exchange Web Services (EWS) as the approved method for external cloud email connectivity.
Considerations for using Microsoft Exchange Web Services (EWS)
- The SMTP incoming and delivery servers are part of the BMC-managed infrastructure.
- The only external cloud connectivity allowed is Microsoft Exchange Web Services (EWS). All other external cloud connections are prohibited. External cloud and on-premises configurations, administrative settings, servers, logs, and customer network environments are managed outside of BMC and are out of scope for BMC Support.
- Custom headers are not supported.
- EWS is supported for both incoming and outgoing email mailboxes.
- When using EWS, you must use your own designated EWS email user and not the default *.onbmc.com email user or addresses.
- You must set up the EWS mailbox. To set up the EWS mailbox, see the Registering Remedy Email Engine with Microsoft Azure for OAuth 2.0 authentication.
- To ensure the app was properly registered and authenticated in Azure, the following validation steps and utilities are recommended:
- Use the Email Engine Diagnostic Tool to verify mailbox configuration and gather diagnostics after confirming Azure app‑only authentication. For more information, see ARSystem Email Engine - How can I check my Email Engine Mailbox connection information and collect diagnostics on my Email Engine?
- Use the EWSEditor utility to validate EWS connectivity; it runs directly from the ZIP, requires .NET Framework 4.7.2, and is best executed on the same system as the AR System Email Engine. For more information, see Remedy - Email Engine - How Can I test the connectivity of my EWS configuration?
You must enable and configure the Email Engine to interact with BMC Helix Innovation Suite. When you perform a fresh installation, you must configure the Email Engine mailboxes. For more information, see Configuring-Email-Engine-mailboxes.
After the upgrade, the configuration settings of the last processed FTSpod are converted to global settings. All Email Engine related settings in the Centralized Configuration are available as global settings.
The following screenshot shows the parameters under the com.bmc.arsys. emaildaemon component in the Centralized Configuration:
See the topics listed in the following table to know how to enable and configure email requests and notifications:
Action | Reference |
|---|---|
Create and configure Email Engine mailboxes | |
Enable users to interact with the AR System server through emails |
Related topics