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

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How outgoing email works

The following figure presents a sample scenario that demonstrates how the Email Engine sends outgoing notifications.

How the Email Engine sends outgoing email notifications
(Click the image to expand it.)

In this scenario, John, the local BMC Remedy AR System administrator, has decided to test the notification capabilities of the Email Engine.

  1. In the XYZ Company, the IT department has a service-level agreement (SLA) that urgent HD incident tickets must have a response in one hour. The AR System administrator designs an escalation that triggers a Notify action to send an email notification to the backline support engineers if the SLA is not met. Because of a sudden swell of incoming tickets, the front line engineers cannot respond to one of the urgent request in one hour. As a result, the AR System server triggers an escalation.
  2. Because John has configured the Notify escalation to use email as the notification mechanism, when the escalation is triggered, the AR System server creates an outgoing record in the AR System Email Messages form. The Email Engine monitors the AR System Email Messages form for all outgoing messages, and then sends the messages to the outgoing mailbox on the mail server.
  3. The Email Engine constructs the message according to formatting instructions contained in the Outgoing Mailbox it is using. This message consists of the field values from the HD Incident form (submitter, short description, its urgent status, assignee, and so on). The Email Engine then transmits the message to the mail server with instructions to notify Bob Backline, the back line Customer Support engineer.
  4. Bob's email client receives the new email. He reads that an urgent ticket has been assigned to him. Most importantly, Bob sees that all the necessary details of the ticket are contained in the email constructed by the Email Engine.

For more information, see the following sections:

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