BMC Helix Remedyforce : "Do Not Create an Incident when the Email Subject Contains" field Contain Multiple Keywords in the Email Subject

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    PRODUCT:

    BMC Helix Remedyforce Service Desk



    PROBLEM:

     

       "Do Not Create an Incident when the Email Subject Contains" field Contain Multiple Keywords in the Email Subject.  
     
    Steps to reproduce the issue:  
    1. Login To RemedyForce  
    2. Navigate to RemedyForce Administration, Configure Email, Incident - Email Settings.  
    3. In the text box under    "Do Not Create an incident when the email subject contains:" enter multiple keywords.  For Example: Undeliverable, Automatic Reply 
      4. Save the settings. 
       
      Actual Results:  When an email is submitted with Undeliverable in the subject, no incident is created.  When an email is submitted with Automatic Reply in the subject an incident is created. 
       
      Expected Results:  No matter if the email subject is Undeliverable or Automatic Reply, no incident should be created. 
      

     


    CAUSE:

    Incorrect format


    SOLUTION:

     

    When entering multiple keywords be sure not to include a space after the comma.  So in our example above: Undeliverable, Automatic Reply remove the space after the comma so that it now will be Undeliverable,Automatic Reply.

    BMC doc below for more details:

    https://docs.bmc.com/docs/display/remforce202001/Settings+to+create+incidents+by+using+email+messages
     

      

     

     


    Article Number:

    000297324


    Article Type:

    Solutions to a Product Problem



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