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

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

Searching for an entry to modify

This advanced solution builds on all the information you have learned up to now-for example, sending query and modify instructions to the Email Engine, the use of templates, and so on. The procedure assumes you have created a form named TestSecurityForm, which contains at least the core fields.

To search for an entry to modify

  1. Make sure you have an incoming mailbox and an outgoing mailbox configured and associated with one another.
  2. Set Enable Modify Actions to Yes in the AR System Email Mailbox Configuration form for the incoming mailbox.
  3. Make sure you have a valid security key.
  4. Create a template (for example, TestModify) that includes a modify action.
    You will use this template for the reply email; see the Result Template label in step 6.
    Server: polycarp
    Login:
    Password:
    Key:
    Action:
    Modify Form: TestSecurityForm
    Request ID: [$$#$$Request ID$$#$$]
    !2!:
    !8!:
    Because this template replaces the hard-coded label/value pair (Request ID: 000000000000026) with a variable value (Request ID: $$#$$Request ID$$#$$]), you can construct an email that gives you the flexibility to search for a specific parameter.
  5. Add the TestModify template to the AR System Email Templates form.
  6. Use your mail client to create an incoming mail. Include a Query action in the body of your email.
    For example:
    Server: polycarp
    Login: Demo
    Password:
    Action: Query
    Form: TestSecurityForm
    Qualification: 'Request ID' = "000000000000026"
    Result Template: TestModify
    This email provides all the information required for the Email Engine to perform the query action, and then to perform the modify action in the TestModify template.

    Tip

    If the Qualification was part of the TestModify template, you could have omitted the Qualification line from the email.

  7. Send your email to the incoming mailbox.
    The Email Engine generates a reply (the following figure) to the Query action, by using the template you created in step 4 and specified as the Result Template. You can see that the Request ID value found from the query was substituted in the reply, by using the variable in the template.
    The Email Engine also creates a Modify Key based on the information in the Action, Form, and Request ID and adds it to the email.
    A reply email generated from the Email Engine
    (Click the image to expand it.)
  8. Open the reply email and modify the parameters as required. For example, add values in !2! (a different name) and !8! (modifying the short description). Do not change the Action, Form, and Request ID label/value pairs.
  9. Fill in any essential missing parameters --- Login, Password (if there is a password), and Key, and send the email reply with the modifications included.
    A confirmation email that the modify action was successful
    (Click the image to expand it.)

    Note

    You must reply to the same mailbox as the one from which the email was sent.

    The Email Engine parses the email and the server modifies the entry. The Email Engine then sends you a confirmation message, as shown in the following figure.
    You can perform a search on the form to verify the result.

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