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 notifications

You can define a mechanism that communicates the progress or status of the approval request through an email. Perform the following steps to define an email based notification:


  1. Log on to a browser as a process administrator or a BMC Remedy AR System administrator and open the AP:Administration form in Search mode.
  2. Click the Notification tab, and click Create.
    The AP:Notification form opens in New mode, with the Basic tab selected.
  3. Enter the following values in the Basic tab:
    1. In the Notification Name field, type a name for the notification.
    2. In the Process Name list, select the appropriate process.
      The process must already exist. See Creating a process.
    3. In the Status field, set the notification to Active.
    4. In the Notify On field, select New Signature.
    5. 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.
  4. Click the Details tab and enter the following values:
    1. In the Method list, select one of the notification option as Email.
    2. Select a Priority for the notification from 0 to 10.
    3. Select Notify List for the Send To field, which indicates where to send the notification.
    4. Enter a Subject line for the notification message.
    5. 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, and click OK.
    6. When the notification method is Email and you are using an email template, you must attach all the fields in the email template to the Additions Fields field. 
      For example, add the following fileds if the email template is as_email_notification_template.html. 
      • Application
      • Priority
      • Request Date
      • Description
      • Request ID
      • Detail-Sig-ID
      Also add the fields from the Configurable Section of the saved HTML templates. For more information, see step 3 in Customizing the template.
    7. To include field values in the message text, use the Message drop-down list.
  5. Click the Email tab and enter the following values:
    1. Select Yes as a value for the Use Email based Approval template field.
      The appropriate template name appears in the Content field. Ensure that you add all the fields of the email template to the Additional Fields field on the Details tab.
      The other 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.
      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.
    2. 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.
    3. Enter the appropriate information in the From and Reply To fields.

      Note

      Make sure you use the same name for the From and Reply To fields.

      BMC Remedy Email Engine uses these fields as follows:

      • From - Indicates the sender; should match the email address of the corresponding incoming mailbox.
      • Reply To - Specifies the reply-to address if the recipient replies to the notification message.

        Note

        If you set the CC and BCC fields while sending the notification, BMC Remedy Email Engine displays an error, because the security key is disabled and more that one recipients are mentioned.

    4. 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.
    5. 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.
  6. (Optional) Click the Administrative Information tab and enter Help Text that describes this notification.
  7. Click Save.
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