Difference between revisions of "Configuring the BPM to send emails"
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Sometimes it may be necessary to create a new BPM based on requirements and in such as a case, rather than creating a new BPM, you can make a copy of an existing one. However, remember to associate this new BPM to the Shared Mailbox rectify the Email template being used. | Sometimes it may be necessary to create a new BPM based on requirements and in such as a case, rather than creating a new BPM, you can make a copy of an existing one. However, remember to associate this new BPM to the Shared Mailbox rectify the Email template being used. | ||
Revision as of 11:06, 23 August 2018
Home > How To > Service Manager > Configuring the BPM to send emails
IntroductionThis How To will help you configure your BPM to send emails when certain conditions have been met. It also contains a brief explanation of some of the key things to check should you experience an issue where you expect a BPM to send out emails but it does not. |
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Configuring the BPM to send emails
Generally, the BPM will send out emails based on the email template and these emails will be triggered if certain conditions are met in the BPM. The screenshots below show a node in a BPM that has been set up to send emails to a customer when a call is logged.
In the screenshots above, the node 'Email New Incident Confirmation' is an Automated Task which has options to send an email confirmation of a new incident using the Servicedesk mailbox and the EmailConformationNewIncident template. In this case the mandatory values are the:
- Mailbox name
- Template name
The RequestId is also mandatory but that will be automatically picked up. In the request, this appears as shown below:
In other scenarios you may need the email to go to a specific team rather than a customer so it may be worth introducing the External address option as shown:
Sometimes it may be necessary to create a new BPM based on requirements and in such as a case, rather than creating a new BPM, you can make a copy of an existing one. However, remember to associate this new BPM to the Shared Mailbox rectify the Email template being used.
BPM Error notifyEmailExternalAddress
In the unlikely event that after setting up the BPM with the correct mailbox and template you get an error message referring to the notifyEmailExternalAddress, this is caused by not populating some values in the BPM. If the SendMail node is being used in the BPM, ensure the following are populated:
- Mailbox name
- Template name
- External email address
For external emails to be sent out, these three have to be populated.