This documentation supports the 9.0 version of Remedy Action Request System.

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

Configuring advanced outgoing mailbox properties

This section describes how to specify default settings for an outgoing mailbox, including default addressing and templates. You can do this by using the Advanced Configuration tab of the AR System Email Mailbox Configuration form as shown in the following figure:

Advanced configuration for outgoing mailboxes

(Click the image to expand it.)



You can specify only one default template of each type for a mailbox. The AR System Email Templates form must already contain the templates.

Note

Review the information about advanced configuration settings in Creating and using email templates.

To create an advanced configuration for your outgoing mailbox

  1. In the Advanced Configuration tab of the AR System Email Mailbox Configuration form, enter the following information in the fields above the tabs:
    • Associated Mailbox Name — Enter the name the existing mailbox that will receive instructions from this outgoing mailbox.
    • Default Outgoing Mailbox — Select Yes to make this outgoing mailbox route all emails that do not have a specified outgoing mailbox associated with them.
    • Display Name — Enter a descriptive name that appears in the From: line of outgoing emails.
      This option is not used with MAPI.
    • Email Address — Enter the email address of the server user that you created during the product installation.
      For example, if you entered a display name of ARSystem and an email address of arsystem@bmc.com, the From: line would be:
      From: ARSystem [arsystem@bmc.com]
      This option is not used with MAPI.
    • Reply To Address — Specify an email address where replies to your outgoing emails will be sent, or accept the default server user email address already in this field.
      This option is not used with MAPI.
    • Organization — If your email client displays your organization's name, enter the name of the organization or company.
    • Delete Outgoing Notification Messages — To have workflow-generated notification messages deleted from the AR System Email Messages form after they have been sent from this mailbox, select Yes.
      To save workflow-generated messages in the AR System Email Messages form, or if you are going to use email templates to modify records, select No.
      System administrators or other users with the appropriate permissions must delete manual messages.
  2. Specify Default Addressing for notifications and escalations:
    • Default To — Enter all email addresses that should receive outgoing messages from this mailbox if no other email address is specified in the message.
    • Default CC — Enter all email addresses that should receive copies of outgoing messages from this mailbox if no other email address is specified in the message.
    • Default BCC — Enter all email addresses that should receive blind copies of outgoing messages from this mailbox if no other email address is specified in the message.
  3. Specify Default Templates for notifications and escalations:
    • Header Template — Enter the name of the template to use for the message header if no other header template is specified.
    • Footer Template — Enter name of the template to use for the message footer if no other footer template is specified.
    • Status Template — Enter name of the template to use for the status if no other status template is specified.
    • Result Template — Enter the name of the template to use for the result if no other result template is specified.
  4. Click Save.

For more information about notifications and escalations, see Defining a workflow to send email notifications.

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