Note

 

This documentation supports the 20.16.01 version of Remedyforce.

To view the latest documentation, click

Updating the Salesforce.com instance in the approval email templates

BMC Remedyforce provides the following out-of-the-box email templates:

  • Incident: Approval Required Email
  • Change Request: Approval Required Email

Before you use these email templates in an approval process, you must update the Salesforce.com instance in the following link to your Salesforce.com instance to ensure that the approval record opens correctly when the approver clicks the link in the template:

https://BMCServiceDesk.<Salesforce.com-instance>.visual.force.com
/apex/Changeapproval?CAid={!Workitem.ID}&CAFlag=true&ChangeId=
{!Change_Request_c.Id}&linkFlag=true&title={!Change_Request_c.Name}&wid=2

For example, a valid link for the ap1 Salesforce.com instance appears as follows:

https://BMCServiceDesk.ap1.visual.force.com/apex
/Changeapproval?CAid=]
{!Workitem.ID}&CAFlag=true&ChangeId=
{!Change_Request_
c.Id}&linkFlag=true&title={!Change_Request_c.Name}&wid=2

To update the Salesforce.com instance in the approval email templates

  1. Check your Salesforce.com URL to determine which server hosts your Salesforce.com organization.
    For example, if the na12 Salesforce.com server hosts your Salesforce.com organization, your Salesforce.com URL is as follows:
    https://na12.salesforce.com/home/home.jsp

    If the ap1 Salesforce.com server hosts your Salesforce.com organization, your Salesforce.com URL is as follows:
    https://ap1.salesforce.com/home/home.jsp
  2. Click the Remedyforce Administration tab.
  3. On the Home page, click Configure Email tile, and from the menu select Email Templates.
  4. From the Folder list, select BMC Remedyforce Email Templates.
    Depending on when you initiated your Salesforce.com organization, the Folder list might display SDE Emails instead of
    BMC Remedyforce Email Templates. If you have SDE Emails in the Folder list, select SDE Emails.
  5. In the Action column for the approval email template, click Edit.
  6. In the Email Body field, replace <Salesforce.com-instance> with the correct name of the Salesforce.com server that hosts your Salesforce.com organization.
    For example, if the na12 Salesforce.com server hosts your Salesforce.com organization, replace <Salesforce.com-instance> with na12.

    Before the update After the update

    For the Incident: Approval Required
    Email template

    https://BMCServiceDesk.<Salesforce.com-instance>
    .visual.force.com/apex/Changeapproval?CAid=
    {!Workitem.ID}&CAFlag=true&IncidentId=
    {!BMCServiceDesk__Incident__c.Id}
    &linkFlag=true&title=
    {!BMCServiceDesk__Incident__c.Name}
    &wid=2

    For the Incident: Approval Required
    Email template

    https://BMCServiceDesk.na12.visual.force.com
    /apex/Changeapproval?CAid={!Workitem.ID}
    &CAFlag=true&IncidentId=
    {!BMCServiceDesk__Incident__c.Id}
    &linkFlag=true&title=
    {!BMCServiceDesk__Incident__c.Name}
    &wid=2

    For the Change Request: Approval Required
    Email template

    https://BMCServiceDesk.<Salesforce.com-instance>
    .visual.force.com /apex/Changeapproval?CAid=
    {!Workitem.ID}&CAFlag=true&ChangeId=
    {!BMCServiceDesk__Change_Request__c.Id}
    &linkFlag=true&title=
    {!BMCServiceDesk__Change_Request__c.Name}
    &wid=2

    For the Change Request: Approval Required
    Email template

    https://BMCServiceDesk.na12.visual.force.com
    /apex/Changeapproval?CAid={!Workitem.ID}
    &CAFlag=true&ChangeId=
    {!BMCServiceDesk__Change_Request__c.Id}
    &linkFlag=true&title=
    {!BMCServiceDesk__Change_Request__c.Name}
    &wid=2

  7. Click Save.
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