Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, click

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.<Salesforce.com instance>.visual.force.com/apex/BMCServiceDesk__RemedyforceConsole?record_id={!BMCServiceDesk__<object name>__c.id}&objectName=<object name>__c.
    In this URL, replace Salesforce.com 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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Comments

  1. Sam Lau

    Has anyone figured out a way to dynamically get the Salesforce instance within email templates? This seems like a hassle to change the instance with every maintenance site switch Salesforce performs. This would also be a big win when with testing since sandbox instances are also different.

    Aug 27, 2018 11:24