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.

Using variables with user instructions

You can also use variables with user instructions. Variables are useful when you need to send different values for the fields to submit an entry. For example, you can create a user instruction that submits information into the User Instruction form.

The user might send a user instruction in the following email:


Login:Frank Frontline
Password:mypassword
Action: Submit
!Employee_Name!: [$$Joe Smith$$]



The characters between the exclamation marks match the variable name in the template that is associated with the user instruction (Submit). The Email Engine will then:

  1. Match the string between exclamation marks in the email with the variable name in the template.
  2. Retrieve the database name or field ID between the exclamation marks in the template.
  3. Substitute the field with that database name with the value sent in the email.
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