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.

Creating and using email templates

This section provides information and instructions about creating and using templates for outgoing and incoming email.

This section describes the various types of templates, their use in incoming and outgoing mailboxes, as well as label/value pairs. Labels are keywords unique in the Email Engine, and values are their data. Label/value pairs can be included in templates and used to instruct the Email Engine to interact with your AR System server.


The term "template" can be slightly misleading because email templates are more than simply the pattern of label/value pairs you export by using Developer Studio. A variety of email templates also function as the actual headers, footers, and content of your email messages.

Email templates serve two main functions for incoming and outgoing messages:

  • For incoming messages (email that users send to an incoming mailbox), users can include templates in their emails that contain specially formatted instructions. These instructions use combinations of field labels and their values, usually referred to as label/value pairs. The Email Engine parses (that is, translates) these instructions into commands to the AR System server to perform a query, submit or modify an entry, or complete any other such action.
  • For outgoing messages (sent by the Email Engine by using an outgoing mailbox), templates can provide formatting of content in messages that include the results of queries or various other requests.

Templates used for incoming and outgoing messages can be formatted by using plain text, HTML, or XML. Templates are defined and stored in forms on the AR System server and can be retrieved for use by the Email Engine when called upon by incoming or outgoing mail.

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