This documentation applies to the 8.1 version of Remedy Action Request System, which is in "End of Version Support."

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Encoding user-defined text in outgoing HTML email

You can encode user-defined markup text in outgoing email messages by enclosing the text within the following markers:



You can only specify these markers directly in the HTML Body tab, or in an HTML content template, or both.

If you include user-defined markup text in outgoing HTML messages, the recipient client does not render the text as HTML. Instead, it displays the text as is.

For example, consider that you enter the following markup in the message body:

<body>Leave application <br> Approved <br>
<Timespan="app.calendar" string=$today$/>

When the message is received, the email client attempts to render the text as HTML. The output appears as follows:

Leave application

You need to indicate that the following text is user-defined markup, which should not be rendered as HTML content:

<Timespan="app.calendar" string=$today$/>

To indicate user-defined markup, construct the message body as follows:

<body>Leave application <br>
Approved <br>
[#ENCODE_HTML_START#] <Timespan="app.calendar" string=$today$/>

When the message is received, the email client correctly renders the user-defined markup as follows:

Leave application
<Timespan="app.calendar" string=$today$/>

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.


  1. Stefan Hall


    encoding tag seems not working with backslash \[#ENCODE_HTML_START#\]. I can see it in my email after transfer.

    Without backslash [#ENCODE_HTML_START#] it works for me since 7.6.0x


    Mar 20, 2014 06:36
    1. Aparna Saxena

      Hi Stefan, thank for pointing this out. I have updated the documentation.



      Mar 21, 2014 06:08
  2. Anagha Deshpande

    Hello Fernanda,

    I will confirm your doubts with SME and will write back to you.




    Jul 11, 2016 10:58
    1. Anagha Deshpande

      Hello Fernanda,

      Can you mention the detailed steps that you are performing? For example - which form or which filter you are using?




      Jul 12, 2016 04:34
  3. Fernanda Lima

    On the 'Alert / Email Action' exists filled:
    - Title *
    - To *
    - Message *
    - Formatting (Header Template, Content Template and Footer Template)
    - Short-cuts (selected AR Task and Web URL).

    My doubt is:

    How to "pass" the contents of the 'Message*' field to the Template?

    When selecting a template, the Remedy begins to ignore what we put in * Message field. That is, the email is sent but the content contained in the Message field * is blank.

    I did not find any information about:

    • How do I send an HTML email message using SLM; 
    • Using SLM to use an HTML template; 


    • Or is there documentation to use the Alert / Action Email functionality - Formatting option.

    •  My customer wants:

      HTML Email generated by SLM using Template (Formatting option on Alert / Email Action).Remembering: without to use the TEMPLATE(S) works;

    • I saw other people with the same doubt. But it has not been answered officially (

    • Note: All 8.1.02
    Jul 12, 2016 10:38
    1. Anagha Deshpande

      Hello Fernanda,

      Following are the answers to your queries:

      • How do I send an HTML email message using SLM

      We can create milestone action template in SLM:ConfigTemplate form. The form contains message body in Message * field and if you use the same temple in service target milestone action , it populates text from the Message * field of the template. It is not blank.

      • Using SLM to use an HTML template:

      For an email, select a BMC Remedy AR System email template to use for formatting the email. The email templates have been previously configured by your administrator. The templates format the email and include graphics or lines of text that appear on each email. For example, the header template can contain your company logo to appear at the head of the email. You can include one of the following templates:
      Header template
      Footer template
      Content template
      For more information, see  Creating email templates for a milestone notification action




      Jul 13, 2016 02:02