This documentation supports the 20.02 version of BMC Service Level Management. To view an earlier version, select the version from the Product version menu.

Creating email templates for a milestone notification action

You can use BMC Remedy AR System email templates to format emails used in a milestone notification action. The templates can apply to the email header, footer, or body. For example, you might want to create a header template that contains your company logo. The emails can be created in HTML or text.

Related topics

Administering
Working-with-templates

To send email notifications for a milestone, you must select No for the Disable Group Notifications field under the Group Notification Settings section of the Support Group tab. For details, see Configuring support group notifications.

For more information about creating templates in BMC Remedy AR System, seeCreating templates. For information about using the AR System Email Template form, see AR System Email Templates form.

Important

There is a limitation on the number of template notification actions that you can set for the same notification milestone. If you define more than one notification action for a notification milestone, only the action that you set in the last Set Fields action will be executed.

To include an email template in a milestone notification action

  1. Create your template in either text or HTML format.
     The following is an example of a header template:

    <html>
    <head>
    <title>Default Header</title>
    </head>
    <body>
    <table width="816" bgcolor="#99CC00">
    <tr>
    <td vAlign="top" width="196"><img src="CompanyLogo.jpg"> </td>
    <td vAlign="top" width="608">
    <div align="center">
    <p>&nbsp;</p>
    <p><b><font face="Geneva, Arial, Helvetica, san-serif" size="4">Company Name</font></b></p>
    </div>
    </td>
    </tr>
    </table><hr>
    </body>
    </html>

    If you have many templates, name the template file in a way that makes it easy to identify. For example, SLMLogoHeader.html

  2. Add your template to the AR System Email Template form.
     The templates are now available for selection in the BMC SLM Alert or Email Action form when you are creating an email. However, to designate specific email templates as default email templates, continue with the following steps.
  3. Open the SLM:ConfigPreferences form.
  4. Select the email templates that you want for the defaults.
  5. Save the SLM:ConfigPreferences form.
  6. Create your milestone and email notification action for you service target or agreement.
     When you are creating an email notification action for a milestone, the Alert /Email Action form displays the default email templates in the Header, Content, and Footer Template fields. You can use different templates by selecting from the template field lists.

 

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