This documentation supports the 21.05 version of Action Request System.
To view an earlier version, select the version from the Product version menu.

Defining an email notification

On the 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. 
                   For Email notification method, if you add custom notification, workflow customization is required for any out-of-the-box
                   Service Request Management (SRM) approval process.
  • 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 an  AR System server  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, as shown in the following image. 
  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 an approval 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.

    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


    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.

  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.
  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 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 Remedy Email Engine, see How Email Engine enables email-driven business processes.

    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. (Optional) From the Use Email based Approval template list, select Yes or No.
    If you select Yes, 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. For more information about templates, see Creating and using email templates.
    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.
  18. 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.
  19. Enter the appropriate information in the From, Reply To, CC, and BCC fields.
    You can use AR System user names, 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.
  20. 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.
  21. 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.
  22. (Optional) Click the Administrative Information tab and enter Help Text that describes this notification.
  23. Click Save.
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