This documentation supports the 18.05 version of Remedy Action Request System.

To view the latest version, select the version from the Product version menu.

Defining an email notification

To define notifications, use the Notification tab on AP:Administration. This tab opens AP:Notification form. You can define who receives a notification, the notification message text, when the message is sent, and by what method. The AP:Notification form has the following tabs:

  • Basic — Specifies the notification name, associates the notification with a process, and sets the conditions for the notification.
  • Details — Specifies the notification method, priority, recipients, and the message.
  • Email — For notifications that use email as the delivery mechanism, specifies email-related information.
  • Administrative Information — Contains change history and administrator help text for the notification.

Fields with bold headings on the Notification form are the required fields; others are optional.

To define an approval notification

  1. Log on to a browser as a process administrator or a BMC Remedy AR System server administrator.
  2. Open the AP:Administration form in Search mode; click the Notification tab, and click Create.
    The AP:Notification form opens in New mode, with the Basic tab selected, as shown in the following image.
    AP:Notification form — Basic tab
    (Click the image to expand it.)
  3. In the Notification Name field, type a name for the notification.
  4. In the Process Name list, select the appropriate process.
    The process must already exist. See Creating a process.
  5. In the Status field, set the notification to Active or Inactive.
    This option enables or disables this notification. To enable or disable the events that trigger all notifications, use the AP:Admin-ServerSettings form. See Working with the AP:Administration form.
  6. In the Notify On field, select one of the following options from the list.
    This field specifies the approval cycle event that triggers the notification.
    An approver list specifies the exact list of signatures required for a request. A signature can come from an individual or from a business role containing multiple individuals, such as department managers. The approval server allows you to work with any combination of individuals and roles to create the approver list for each process.
    For example:
    • For the Override Approve option, if a process administrator overrides the normal approval process to approve the request, a notification is sent to the entire approver list.
    • When an approval signature contains an error (Error option), a notification is sent to the individual who approved or rejected the request.

      Notify On Options

      Option

      Triggering event

      Default notify list

      New Signature

      A new signature line is added to the approval request.

      All approvers including alternate approvers

      Approve

      The approval request is approved.

      All approvers including alternate approvers

      Reject

      The approval request is rejected.

      All approvers including alternate approvers

      Alternate Approve

      An alternate approves the approval request.

      All approvers including alternate approvers

      Alternate Reject

      An alternate rejects the approval request.

      All approvers including alternate approvers

      Override Approve

      A user with override capability approves the approval request.

      All approvers including alternate approvers

      Override Reject

      A user with override capability rejects the approval request.

      All approvers including alternate approvers

      Global Approve

      An administrator performs a global approve, terminating a process for a request.

      All approvers including alternate approvers

      Global Reject

      An administrator performs a global reject, terminating a process for a request.

      All approvers including alternate approvers

      Reassign

      An approval is reassigned to a different approver.

      All approvers including alternate approvers

      Error

      An error exists in the approval signature.

      All approvers including alternate approvers

      Cancel

      An approval request is cancelled.

      All approvers including alternate approvers

      More Info Return

      A request for more information is fulfilled.

      All approvers including alternate approvers

      Reject by Later Level

      The approval request is rejected after this signature is approved.

      All approvers including alternate approvers

      Cancel at Later Level

      The approval request is cancelled after this signature is approved.

      All approvers including alternate approvers

      Reject by Another Approver

      The approval request is rejected by another signature record.

      All approvers including alternate approvers

      Hold

      An approval request is put on hold.

      All approvers including alternate approvers

      More Info

      More information is requested by an approver.

      All approvers including alternate approvers

      Still Active

      An approval request is in an approval pending state and no action has occurred.

      All approvers including alternate approvers

      Still Active (repeat)

      A Still Active notification has been sent and no action has occurred.

      All approvers including alternate approvers

      Still Pending

      An approval request is on hold in the approval cycle and there has been no action.

      All approvers including alternate approvers

      Still Pending (repeat)

      A Still Pending notification has been sent and no action has occurred.

      All approvers including alternate approvers

      Still Hold

      A Hold notification has been sent and no action has occurred.

      All approvers including alternate approvers

      Still Hold (repeat)

      A Still Hold notification has been sent and no action has occurred.

      All approvers including alternate approvers

      Still More Info

      More information has been requested for an approval request and there has been no action.

      All approvers including alternate approvers

      Still More Info (repeat)

      A Still More Info notification has been sent and no action has occurred.

      All approvers including alternate approvers

      Still Error

      An error in the approval cycle has occurred and there has been no action to correct the error.

      All approvers including alternate approvers

      Still Error (repeat)

      A Still Error notification has been sent and no action has occurred to correct the error.

      All approvers including alternate approvers

      Change After Approved

      A change occurs that all past approvers should know about.

      All approvers including alternate approvers

      Before Reassign

      A request is reassigned to a different approver.

      Note: If you select the Before Reassign option, a notification is sent to the approvers who are being replaced. 

      All approvers including alternate approvers

  7. In the Qualification area, enter a condition statement to help control whether the notification runs, if necessary.
    The Additional Conditions field enables you to add conditions to the setting in the Notify On field.
  8. Click the Details tab.
    AP:Notification form — Details tab
    (Click the image to expand it.)
  9. In the Method list, select one of the following notification options:
    • No Message — Send no notification.
    • Email — Users are notified by email.
      If the contents of the Send To field do not match an existing user or group definition, the system interprets the field contents as a literal address and sends the notification to that address by SMTP mail (UNIX) or Microsoft Exchange (Windows). When you use this option, you can send notifications to users not using the BMC Remedy AR System server, to an alias for a group, or to an email address representing a program.
    • User Default — Users are notified by the default notification method defined in the User record.
    • Workflow — Triggers a filter guide that starts on the required event and sends the notification.
      To use this option, you must add the appropriate workflow to your application. See Creating workflow-based notifications.
  10. Select a Priority for the notification from 0 to 10.
    This enables users to sort notifications in order of importance.
  11. Select an option for the Send To field, which indicates where to send the notification.
    Notifications are sent to users or roles, or the approval server can write to a form field.
    • Notify List — Send to the default notify list for the selected Notify On option.
    • Other — Specify an individual, a group, a list of individuals or groups, or a field reference to a field containing individuals or groups.
  12. Enter a Subject line for the notification message.
  13. To include field values in the subject line, use the Subject drop-down list.
    The Subject panel lists fields from the application's three-way join form. Select the field whose value you want to include in the subject line.
  14. To attach more field information to the notification, use the Additional Fields field. Enter field names in the text box or select field names from the drop-down list.
  15. To include field values in the message text, use the Message drop-down list.
  16. For email or User Default notifications, click the Email tab.
    The fields in the Email tab are the same as those used when you create an Email or User Default notify mechanism in a Notify filter action. For information about using email notifications and configuring BMC Remedy Email Engine, see How BMC Remedy Email Engine enables email-driven business processes.
    AP:Notification form — Email tab
    (Click the image to expand it.)

    The menus in the Fields columns on this tab contain fields from the three-way join form. You can select from the Fields and Keywords menus to use variables in all the fields on this tab.
  17. In the Mailbox Name field, enter the name of an outgoing mailbox that is configured in the AR System Email Mailbox Configuration form. This field is not required if you use the default outgoing mailbox.
    You can use a field or a keyword to get the mailbox name. The mailbox name must correspond to an outgoing mailbox configured in the AR System Email Mailbox Configuration form.
  18. Enter the appropriate information in the From, Reply To, CC, and BCC fields.
    You can use BMC Remedy AR System user names, BMC Remedy AR System server groups, an email address, or a field or keyword variable. To use an email address, include the email domain name (for example, Joe.User@acme.com ) or a keyword (for example, $USER$@acme.com ). If you make multiple entries in these fields, separate the entries by hard returns.
    The Email Engine uses these fields as follows:
    • From — Indicates the sender.
    • Reply To — Specifies the reply-to address if the recipient replies to the notification message.
    • CC — Specifies recipients of the notification.
    • BCC — Specifies hidden recipients of the notification. The names of recipients in the BCC field do not appear to other recipients of the message.
  19. In the Organization field, enter a company name, an organization, a keyword, or a field reference to an organization name.
    This name appears in the Organization tag of the email header.
  20. In the Header, Content, and Footer fields specify the names of the email templates to use for the header, content, and footer of the email notification.
  21. (Optional) Click the Administrative Information tab and enter Help Text that describes this notification.
  22. Click Save.
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