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 Private and confidential as detailed here<http://www.energytransfer.com/mail_disclaimer.aspx>. If you cannot access hyperlink, please e-mail sender. _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ Private and confidential as detailed here: http://www.energytransfer.com/mail_disclaimer.aspx . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
