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.

Sending modify instructions in plain text

Executing a modify instruction is a two-step operation:

  1. The BMC Remedy AR System administrator sends an outgoing message from the AR System Email Messages form to the user who wants to modify an entry. The message can be sent in plain text or HTML format. (To use HTML, see Sending modify instructions in HTML.)
  2. The user replies to the message with new values of the entry the user wants to modify (see To reply to an email containing modify instructions).

Sending modify instructions

Follow the procedure to send modify instructions to a user.

To send modify instructions to a user

  1. Log in to the mid tier as a BMC Remedy AR System administrator user.
  2. Open the AR System Email Messages form in New mode, and enter the following information:
    1. In the Mailbox Name field, select an outgoing mailbox.
    2. In the To field, enter the name of the user you are sending the email to.
    3. In the Reply To field, enter the email address of the incoming mailbox that has been configured to accept modify instructions.
    4. Enter other information as needed, for example, an organization.
  3. Click the Plain Text Body tab to create an outgoing message (plain text) with the following information:
    • AR System Server Name
    • AR System Login and Password to authenticate a user
    • Label Key to specify the security, which the administrator can be supply in the outgoing message or the user can supply in the reply
    • Action Label, which describes the type of action or instruction to be executed (In this example, the Action Label is set to Modify.)
    • Form or Schema name on which to execute the instruction
    • Request ID of the entry the user can modify
      Optionally, you can provide field IDs or database names of fields that have values that can be modified. You must make sure the fields have permissions that allow users to make modifications.
      The content of an outgoing message that a BMC Remedy AR System administrator sent through the outgoing mailbox of the Email Engine is as follows:
      Server: polycarp
      Login: Joe User
      Password:
      Key:
      Action: Modify
      Schema: HD Incident
      Request ID: 000000000000003
      !536870913!:
      This message allows Joe User to modify Request ID 000000000000003 of the HD Incident form. The Problem Summary field has been specified in the outgoing message. Joe User can also modify additional fields in his email reply by adding more field IDs. The following figure shows an outgoing message you might send to a user.
      A sample outgoing message sent by the administrator to a user
      (Click the image to expand it.)

      You can substitute field IDs for database names. For example, if the Problem Summary field is field ID 8, then you could replace the database name with its field identifier !8! and produce the same results:
      !8!:
      Optionally, you can enter comments before the field ID, for example:
      Enter problem summary!8!:

      Note

      Because there are no content template labels, you can use a result template as its equivalent when performing a Modify action with incoming mail.

      When you send the email, the Email Engine appends an internal label, ##Modify##. The Email Engine generates an encrypted value for this label by using the Server Name, Schema Name, and Request ID (as shown in the following figure).
      If the ##Modify## label is found in the content of the email, the Email Engine prepends the encrypted value to that label. If more than one ##Modify## label is found, the encrypted value is prepended to all these labels.

      Warning

      The placement of the ##Modify## label and its encrypted value must be such that the value is included in the reply email.

  4. Click Send to send the mail from the outgoing mailbox to the user.

Replying to email containing modify instructions

Follow the procedure to reply to an email containing modify instructions.

To reply to an email containing modify instructions

  1. Open your email client.
    Joe User received an email that looks like the following figure.
    The Modify instruction sent to a user
    (Click the image to expand it.)
  2. Open a reply window for the email that contains the modify instructions.

    Note

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

  3. In the reply, modify parameters as needed.
    For example, you could assign values for !8!, the Problem Summary field.

    Warning

    The user who is replying cannot add additional submit, query or modify instructions to the email. Do not change the Request ID, Schema name, or Server label/value pairs when replying to the administrator's email.

  4. Fill in any missing parameters as needed --- Login, Password (if there is a password), and Key. (For information about creating security keys, see Testing your mailbox configuration.)
    The following example shows the content of a sample reply from Joe User:
    Server: polycarp
    Login: Joe User
    Password: yadayada
    Key:1234
    Action: Modify
    Schema: HD Incident
    Request ID: 000000000000003
    !536870913!: Bob Backline
    Comments!8!: Modified last name from Frank Frontline to Bob Backline
    ##Modify##:\[$$ckI2UoIK4gNibZMvL7k7uI/
    eDhsoIU5JBTYvh5DMXaQnhPhicyCT/g==$$\]*
    In this example, Joe User also modified the contents of the Short Description field (field ID 8).
  5. Send the email reply.
    When the incoming mailbox of the Email Engine receives the reply from the user, it makes sure that the original email sent by the administrator exists within the Email Engine and that the sender's email address is contained in the recipient field of the original outgoing email.
    The Email Engine then parses the email. If you successfully modified the entry, the Email Engine returns the results to the email client. Otherwise, the Email Engine returns an error message that indicates any missing parameters or other problems.

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