This documentation supports the 20.19.01 version of Remedyforce.

To view the latest or an earlier version, select the version from the Product version menu.

Adding a link to a record in an email message sent to a staff member

When staff members receive an email message, they might want to refer to the record for which they have received the email message. By default, link to records are not provided in the email messages. However, you can add them.

  1. Click the Remedyforce Administration tab.
  2. On the Home page, click the Manage Workflows and Other Processes tile, and from the menu, select Workflow Rules.
  3. Click the workflow rule that triggers the email message.
  4. In the Workflow Actions section, click the description of the email alert.
  5. On the Email Alert page, click the value of the Email Template field.
  6. Click Edit HTML Version.
  7. Form a URL of a record based on the following URL: https:bmcservicedesk.< instance>{!BMCServiceDesk__<object name>}&objectName=<object name>__c.
    In this URL, replace instance with the instance in your Salesforce URL, such as na11 or ap1 and object name with the object whose record link you are adding.
  8. Add the URL to the email template at the required location.
  9. Click Save.
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