BMC Helix Remedyforce : How to Create a Second Email Listener that Assigned Incident Sent to Its Email to a Queue.

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    QUESTION:

    How to Create a Second Email Listener that Assigned Incident Sent to Its Email to a Queue.


    ANSWER:

    Create a Second Email Address and Field update to Assign the Incident to the Desired Queue:
    1. Log into Salesforce Click Setup
    2. Click Develop | Click Email Services
    3. Click the name of the email service where the new email address is needed
    4. Click New EMail Address
    5. Enter a New email address name
    6. Make sure the Active checkbox is checked
    7. Clear the values in the Accept Email from field | Cick Save
    8. Copy the name of the new email service to your clipboard
    9. In the Navigator bar on the left Click Create | Click Workflow & Approvals | Workflow Rules
    10. Create a workflow on the Incident object with the following:
    Condtions: Email Service Address = <Name of the email in the email service address> from Step 8
    Workflow Action: Field Update: Incident: Owner = <desired queue name>
    11. Activate the Workflow
    12. Send an email address to the email in Step 8
    13. Verify an Incident is create and assigned to the desired queue

    NOTE: It may take a few minutes for the email to process into an Incident.


    Article Number:

    000262688


    Article Type:

    FAQ/Procedural



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