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Admin. Guide Vol. 2 - NC State Remedy Implementation

Admin. Guide Vol. 2 - NC State Remedy Implementation

➤Creating an Email

➤Creating an Email Template to Search Using the Advanced Search BarFormat1. Export the email template by using Remedy Administrator for the formthat you want to search.The following example shows an exported form mail template:## File exported Fri Sept 18 23:57:00 1998## AR-Message-Begin Do Not Delete This LineSchema: AR-HD CallsServer: narniaLogin:Password:Action: Submit# Values: Submit, QueryFormat: Short# Values: Short, FullSource !5368739331! Phone# Values: Phone, AR System, email,# NMP, ACDCaller Impact !5368783455! Low# Values: High, Medium, LowLast Name !5386753452!Phone Number !5386748345!# AR-Message-End Do Not Delete This Line2. Edit the exported file.a. Change the Action key word to Query.b. Remove all fields in the body portion of the message and include anadvanced search bar line.The request must have the key word QueryBar in the field labelportion of the line. The field ID can be any non-negative value, butzero is recommended. The value portion of the field can be any validformatted search. All of the restrictions that apply to the advancedsearch bar in Remedy User apply when performed through email.5-20 Action Request System Administrator’s Guide, Volume 2

Using Electronic Mail for NotificationsThe following example shows an exported file that was modified to searchusing the advanced search bar format.## File exported Fri Sept 18 23:57:00 1998## AR-Message-Begin Do Not Delete This LineSchema: AR-HD CallsServer: narniaLogin:Password:Action: QueryFormat: ShortQueryBar !0! ’Source’ = "Phone" OR ’Source’ = "email"# AR-Message-End Do Not Delete This LineNote:Ensure that the value after the QueryBar key word and itsRequest ID is in valid AR System search format.Using Electronic Mail for NotificationsYou can define filters and escalations that direct AR System notifications tousers through electronic mail by specifying E-mail as the delivery mechanismwhen you define the notify filter or escalation action. You can send a textmessage, contents of selected fields provided the user being notified has theappropriate permission for those fields or a request as an attachment.Use the notify action to send a message to specified users or groups throughemail, Remedy Notifier, or the user’s default notification mechanism for anytransaction that meets the filter conditions. For example, you could create afilter that notifies support staff that they have been assigned a new request.See the Action Request System Administrator’s Guide, Volume 1 for detailsabout setting up filters or escalations to send notifications through email. Thefollowing describes how attach a request to an email notification by using afilter.Electronic Mail Support 5-21

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