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.

Results of the user instruction

The Email Engine will then retrieve all records of urgent requests from the AR System server and list them in the email, as shown in the following figure.

The email response to a user instruction
(Click the image to expand it.)

After receiving an incoming email, the Email Engine processes a user instruction as follows:

  1. Retrieves the associated user instruction entry from the AR System Email User Instruction Templates form and determines which template is associated with the instruction.
  2. Retrieves the associated template from the AR System Email Templates form.
  3. Replaces the variables in the template with the values defined by the information in the email.
  4. Executes the template with substituted values in the incoming email.

Templates and user instructions can make it easier for your users to interact with the Email Engine, reducing the need for them to learn the Email Engine syntax. Instead, all they need to do is use the user instruction name as the value of the Action Label.

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