Rules Based Email.

It probably has a different official name but the forms are prefixed with RBE.  
Basically I built (then a colleague improved upon) two custom email 
integrations that were in use up until 7.6.4.  The first was email-based 
approvals, which I could almost accuse BMC of copying except their underlying 
code is completely different from mine, and the second was the ability to 
create and update Incidents (along with multiple inboxes tied to different 
Incident Templates.)

With 8.1, we decided to try to be more out of the box on incoming emails, so 
we've used the Rules Based Email stuff in 8.1 to create and update Incidents, 
and we've built some very custom rules with slight custom code to handle 
inbound email approvals (the out of the box 8.1 functionality is basically on 
the level of the first version I built, which doesn't handle all the cool 
features we've added to handle attachments, justifications, alternates, etc.)

My problem is, for various reasons within my organization we have difficulty 
with the source data that feeds into CTM:People being accurate, so sometimes 
we'll get a People record with a valid email address but not one that the user 
users because it's not from their primary domain.  Or we may get a new hire 
that isn't yet set up in such a way that Remedy knows they have an email 
address yet even though they're sitting at their desk firing off emails to 
create Incidents.

If you're curious about how well documented it is, take a look at this 
Troubleshooting section:  
https://docs.bmc.com/docs/display/public/servicedesk81/Troubleshooting+email+record+creation+and+updates

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Susan Palmer
Sent: Monday, February 17, 2014 11:01 AM
To: arslist@ARSLIST.ORG
Subject: Re: 8.1 RBE Documentation

**
Hi Shawn,
Is this RBE something that is ITSM?  We're on 8.1 and I do not find anything 
looking like RBE.  What is the form name?
Thanks,
Susan

On Mon, Feb 17, 2014 at 8:54 AM, Pierson, Shawn 
<shawn.pier...@energytransfer.com<mailto:shawn.pier...@energytransfer.com>> 
wrote:
**
So we've been on 8.1 for a few weeks now (I should post an update to the Mid 
Tier issues thread, it's mostly working for me now.)  We ripped out our 
fully-functional custom email processing code to use the Rules Based Email 
stuff that was added in 8.1.  It seems to work most of the time, but it's 
mostly undocumented and difficult to troubleshoot.

Is anyone else using this 8.1 functionality and has more thorough documentation 
than BMC provides?  Specifically, I'm looking for information on how to 
troubleshoot the RBE, and what to do when a failure occurs and how you can 
resubmit an email.  For example, I found a failure that was due to the email 
address being incorrect in the People record, so I updated the People record 
and would like to go re-submit the email to process.  On the RBE:Message form 
there's a Status field that you would think you should be able to set back to 
"New" and it would trigger the workflow, but without looking at it my guess is 
that the filters only trigger on submit.

I'm planning on running some logs so I can try to fix BMC's code, but if anyone 
has any documentation on how things should work, please share it with me so I 
don't end up reinventing the wheel, fire, etc.

Thanks,

Shawn Pierson
Remedy Developer | Energy Transfer

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