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.

Sending a user instruction in an incoming email

All authorized users can send an email to the incoming mailbox of the Email Engine with the name of the User Instruction as the value of the Action Label.

To send a user instruction

  1. Create a new email message in your mail tool.
  2. Address the email message to the incoming mailbox.
  3. Enter the user instruction in the email.
    The user instruction consists of an Action label and value equal to the string defined in the Instruction field in the AR System Email User Instruction Templates form (Urgent ). The power of customized user instructions is that your email could simply consist of the following text:
    Action: Urgent
    The email should include any values for the variables if any variables exist in the template associated with the user instruction.
  4. Send the email.
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