Enabling rich text in email sent from a ticket

To update Remedy workflow objects to enable RTF in outgoing email messages

1. Open Developer Studio.
2. Open the form and field according to your requirement.
   In this example, we use the form CTM:SV_EmailSystem.
3. In the field name Email Message Body with the ID 1000000827, change property Display > Display Type to Advanced Rich Text.
4. In the active link CTM:EMS:SendEmail_100_PNTS-E, add the following new field mapping:
   EmailTemplateName ="ITSM_Generic_Manual_Template"
5. Save the changes.
6. Create or update an existing email template to include the RTF field.
   
7. In AR System Email Templates form, add the html email template you just created or edited.
   
8. Create a filter with Notify action to send email by mapping the Email Template.
   

Example validation

You can use the following form, active link, and email template for validating whether RTF format is enabled for emails. 

• Form: CTM:SV_EmailSystem
• Active Link: CTM:EMS:SendEmail_100_PNTS-E
• Email Template: ITSM_Generic_Manual_Template

1. Add the following updated values to the Active Link:

   Parameter	Value
   AL name	CTM:EMS:SendEmail_100_PNTS-E
   Changes	Add new field mapping
   EmailTemplateName	ITSM_Generic_Manual_Template

2. Display activity logs in RTF format.
3. Modify the activity template in the AR System Resource Definition form.
   For example, you can use the following file.
   SHR_SV_Activity_Template_Generic_RTF.zip
   Save this file and open it with a source code editor such as Notepad++ to view the HTML source.
4. Compose an email and send it.
   
5. Check the email as a recipient.
   The email recipient should see the formatting that was made in the email by the sender. 
   
6. Check the activity logs to view the formatted text and images.
   

This confirms that you are able to send email from a ticket with HTML formatting in it.