This documentation supports the 9.1 version of Remedy Action Request System.

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

AR System Email Messages form

In this topic:

Use the AR System Email Messages form to store information for outgoing and incoming email messages. Each message is stored as an entry in the AR System Email Messages form.

For each message, this form provides the name of the mailbox from which the message was generated, the message type, name and organization of the mailbox owner; names of recipients sent to and copied; the text of the message (in HTML, plain text format, or a combination of both); and (under a separate tab) a list of any attachments included with the message.

For information about using the Email Messages form to troubleshoot traffic between incoming and outgoing email, see Setting up outgoing email.



Fields on the AR System Email Messages form

Field name

Description

Mailbox Name

Name of configured mailbox.

Mailbox Type

Select whether mailbox is Incoming or Outgoing.

Display Advanced Options

Select Yes to display the advanced options available for viewing email information and errors.

Message tab



Fields on the AR System Email Messages form — Messages tab

Field name

Description

From

Name of the mailbox the email is sent from.

Reply To

Reply-to email address for the mailbox owner or administrator, if you plan to enable users to reply to notification messages sent from this mailbox.

Organization

For email clients that display an organization name, the name of the mailbox owner, or administrator's organization.

To

Email addresses for those who should receive outgoing messages from this mailbox.

CC

Email addresses for those who should receive copies of outgoing messages from this mailbox.

BCC

Email addresses for those who should receive blind copies of outgoing messages from this mailbox.

Subject

Subject line for your email.

Priority

Value to use in the email message to get the desired Microsoft Outlook priority. Numbers from 1 to 100 are acceptable.

Attachments tab



Fields on the AR System Email Messages form — Attachments tab

Field name

Description

Add Attachment

Includes attachment with outgoing email.

Modify Attachment

Lets you modify attachment or attachment name.

Delete Attachment

Removes attachment from outgoing email.

Refresh Table

Refreshes table after you have added, modified, or deleted an attachment.

Add Existing

Includes previously saved attachment with outgoing email.

Advanced Options tab



Fields on the AR System Email Messages form — Advanced Options tab

Field name Description
Templates tab
Header Template Template to be used as the header template.
Content Template Template to be used as the content template.
Footer Template Template to be used as the footer template.
Variable Replacement tab
Field Values Value for a variable in the template.
AR System Server With qualification variables, name of the server on which the form resides.
AR System Server TCP Port With qualification variables, any access information necessary.
AR System Server RPC Number With qualification variables, any access information necessary.
AR System Form With qualification variables, name of the AR System form to which these values apply.
Qualification Query used to retrieve data and substitute it in the email.
Attachment Alternatives tab
Attachment Alternatives (attachment pool) Attachment pool enables you to add the content of your email as a plain text, HTML, or RTF attachment, instead of typing it into the Body field in the Message tab.
Plain Text Content Attachment Encoding Language encoding used.
HTML Content Attachment Encoding Language encoding used.
RTF Content Attachment Encoding Language encoding used.
Values Attachment Encoding Language encoding used.

Message Information tab



Fields on the AR System Email Messages form — Message Information tab

Field name

Description

Message ID

The unique value that identifies the message.

Date Received

The date on which the message was sent; this value is retrieved from the Date header of the incoming message.

Date Sent

The date on which the message was sent; applicable to outgoing messages only.

Execute/Send At

The timestamp of when the incoming message was executed, or when the outgoing message was sent.

Parse Message

The parsing status of the message; applicable to incoming messages only. The options and their meanings are:

  • No — The message has not yet been parsed.
  • Yes — The message is still in the incoming queue.
  • Error — An error occurred when parsing the message.
  • Parsed & Executed — The message was successfully parsed and executed.

Send Message

The sending status of the message; applicable to outgoing messages only. The options and their meanings are:

  • No — The message has not yet been sent.
  • Yes — The message is still in the outgoing queue.
  • Error — An error occurred when sending the message.
  • Sent — The message was successfully sent.
  • Error Sending-Retrying — The Email Engine is trying to send the message again, because an error occurred at the previous attempt.

Errors tab

Enables users to view error messages if their email is not sent correctly.



Fields on the AR System Email Messages form--Errors tab

Field name

Description

Log Message Type

If a request fails to submit, the original message is returned as an attachment.

Log Message Number

The error message number.

Create Date

The creation date of the error message.

Log Message Text

If a request fails to submit, the error message that indicates the reason for the failure is returned.

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