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

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Sending outgoing email with the Email Messages form

This section contains information about:

You can use the AR System Email Messages form to send outgoing email, as shown in the following figure.

AR System Email Messages form
(Click the image to expand it.)

You can type the message, or specify content templates to use in the body of the email. To send email from the Email Engine, you must use a specific label/value pair syntax along with the Action label in the body of the email.

You can add the content from the From, To, Subject, etc. fields to the body of the email. You can insert a string value of the field that you want to add on the AR System Email Messages form. For example, if you want to insert the email address from the From field in the body of the email, you must insert the #$18086$# variable, where 18086 is the ID of the From field.

You can include attachments with your email using the Attachments tab. From the Advanced Options tab, you can use a template, substitute variables, or an alternate attachment as your body content. (For information, see Displaying advanced options for outgoing email.)


When sending HTML messages, any content in Plain Text Body tab is ignored. To send plain text messages, make sure that all the required content is in the Plain Text Body tab and that the HTML Body tab is empty.

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