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 user instructions

After storing your templates, you must associate a name with the User Instruction by creating an entry in the AR System User Instruction Templates form. The User Instruction name will be used as a value for the Action Label in the email the user sends to the incoming mailbox.


You can associate more than one user instruction with a template containing one or more instructions.

To create a user instruction

In the mid tier, open the AR System User Instruction Templates form in New mode, and complete the form as follows:

  1. Do not enter a template ID. The system will create the unique ID in the Instruction Template ID field when you save the entry.
  2. From the Template Name menu, select the template that contains that actions you want to associate with the user instruction. You can use only templates that are stored in the AR System Email Templates form, for example, UrgentRequests. (See Creating and storing a template for use with user instructions.)
  3. To restrict the user instruction to one incoming mailbox, select a mailbox from the Mailbox Name menu.
  4. Enter a character string value for the Instruction field. This value is used to identify this template when used in an incoming email, for example, Urgent.

Creating an entry using the User Instruction Template form
(Click the image to expand it.)

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