RBE configuration changes (i.e. changes to RBE:Rule, RBE:Action and some of the other config forms) do not require an email engine restart. The RBE facility is all ARS-based - it is 'activated' only after an email is received into the AR System Email Messages form which then pushes a record to the RBE:Message form.
From: Joel D Sender [mailto:jdsen...@earthlink.net] Sent: Monday, July 31, 2017 9:49 AM Subject: Re: Public Users and RBE ** I know that changes to the AR System Email Configuration usually need a restart of the Email Engine. It might not seem necessary for RBE changes, but just to be safe, it wouldn't hurt. Joel Joel Sender * jdsen...@earthlink.net<mailto:jdsen...@earthlink.net> From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Brian Pancia Sent: Monday, July 31, 2017 5:48 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Public Users and RBE ** Thanks for all the ideas. Kevin I will mess around with the solution you provided. We currently have a complete custom solution for this that was built back in 7.6.04. We are trying to use the OOB solution with zero customizations. It looks like we can accomplish what we want with minor configurations. Question on the RBE:Action form. Are updates here immediate or does it require an email or arsystem service restart? Thanks, Brian From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Joel D Sender Sent: Friday, July 28, 2017 4:38 PM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Public Users and RBE ** An easy solution would be to add filters to the ARS Email Message form: 1. Execute on submit of Incoming messages * Execution order lower (sooner) than the OOB filters * A Filter Guide could squeeze in custom code if the OOB have a low starting execution order 2. Test for domain trustworthiness; if not, reject with an Error 3. Look-up the email address in, probably, CTM:People 4. If the email address is not known, * Save the original sender's email address in a separate field * Change the FROM address to a reserved account, i.e. unknownu...@unknown.org<mailto:unknownu...@unknown.org> After that, the OOB workflow takes over. Support agents can then separate the real requests from the spam. HTH, Joel Joel Sender * jdsen...@earthlink.net<mailto:jdsen...@earthlink.net> From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Kevin Barker Sent: Friday, July 28, 2017 8:00 AM To: arslist@ARSLIST.ORG<mailto:arslist@ARSLIST.ORG> Subject: Re: Public Users and RBE ** Please see here https://communities.bmc.com/ideas/2395 From: Brian Pancia [mailto:panc...@finityit.com] Sent: Thursday, July 27, 2017 7:45 AM Subject: Public Users and RBE ** We are trying to implement the RBE to create/update tickets. Looking through the documentation the users need to have an email address and login id in Remedy in order to use the RBE. There is also a way to add users to the trusted email list that don't have a login id. However, we can have users from outside our organization that will email into the system. Without a people record, email address, and login id the RBE does not process the emails. It would become an administrative nightmare to keep up with all the outside email addresses. For a good percentage of them we know the domain they are coming from (ie gmail.com). It would be nice to be able to add trusted domains. I'm sure we can work around this with some minor customizations. Has anyone ran in to this and what was the solution they used? Thanks, Brian DISCLAIMER: The information contained in this e-mail and its attachments contain confidential information belonging to the sender, which is legally privileged. The information is intended only for the use of the recipient(s) named above. If you are not the intended recipient, you are notified that any disclosure, copying, distribution or action in reliance upon the contents of the information transmitted is strictly prohibited. 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