This documentation supports the 18.08 version of Service Request Management.

To view the latest version, select the version from the Product version menu.

Customizing approval emails

Out of the box, approval emails contain basic information about the request that requires an approval. You can customize the fields that are displayed in approval emails.

For information about modifying the format of the emails, see Customizing the template in the BMC Remedy AR System documentation.

To customize the content of approval emails

  1. Log on to a browser as a BMC Remedy AR System administrator and open the SYS:Notification Messages form.

    Click the following figure to expand it.

  2. Locate the notification message that is defined for email approvals for the application:

    Application

    Notification message

    BMC Asset Management

    AST-APR-ApprovalNTForIndividual

    BMC Change Management

    CHG-APR-ApprovalNTForIndividual

    BMC Service Request Management

    SRM-REQ-Approver_Notification

    BMC Release Management

    RMS-APR-ApprovalNTForIndividual

    BMC Knowledge Management

    RKM-APR-ApprovalNT

  3. Update the text in the Email Message Body box with the customized email content.
    Use HTML tags to create and format the email message content.

    Example

    In the following code, basic HTML tags have been used to format the data. #Date Required# and #Description# indicate the display of the Date Required and Description fields in the email.

    <td><table width="100%" cellpadding="0" cellspacing="10">
    <tr><td width="40%" valign="top" align="left">
    <font face="Tahoma, sans-serif" size="2">
    <strong>Requisition ID:</strong></font></td>
    <td width="60%" valign="top" align="left">
    <font face="Tahoma, sans-serif" size="2">
    <a href="http://<serverName>:port/arsys/forms/<arSystemServerName>/
    AST:PurchaseRequisition/?eid=#Requisition ID#">#Requisition ID#</a>
    </font></td></tr>
    <tr><td width="40%" valign="top" align="left">
    <font face="Tahoma, sans-serif" size="2">
    <strong>Date Required:</strong></font></td>
    <td width="60%" valign="top" align="left">
    <font face="Tahoma, sans-serif" size="2">
    #Date Required#</font></td></tr>
    <tr><td width="40%" valign="top" align="left">
    <font face="Tahoma, sans-serif" size="2">
    <strong>Description:</strong></font></td>
    <td width="60%" valign="top" align="left">
    <font face="Tahoma, sans-serif" size="2">
    #Description#</font></td></tr>
    </table></td>
    
  4. To include additional fields in the email message, click the down arrow next to the Email Message Body field and select a field from the list.
    To add fields that are not listed, see the details for the SYS-Notification Messages form in System Events and Message Catalog for the Notification Engine .
    Field names are enclosed in # tags.

    Note

    For fields that you select from the list, notification workflow translates the field variables into the actual field contents before sending the notification message. If you add fields that are not in the list, notification workflow must be customized. For more information on email fields and workflows, see Defining a workflow to send email notifications in the BMC Remedy AR System documentation.

  5. Save the form.

Your approval email message will display the fields that you included in the Email Message Body field.

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