ITSM - How to apply HTML Template to Existing Notifications

Product

BMC Helix IT Service Management OnPrem

Component

Applies to

ITSM notifications

Problem

How to apply html template to existing OOTB notifications.

Also how to troubleshoot if customer is reporting issues with a custom html template.

Cause

Configuration

Solution

This knowledge article may contain information that does not apply to version 21.05 or later which runs in a container environment. Please refer to Article Number 000385088 for more information about troubleshooting BMC products in containers.

How to apply new html template to existing system notification:

Create or repurpose an existing OOTB html template.
Create entry in AR System Email Template form and attach html template
Find the notification you wish to use the html template on form SYS:Notification Messages and select from menu on field 'Email Template Name' and save record
Check the email record in AR System Email Messages form. Will see that in Advanced view on Advanced Tab then Templates tab the Template name will be in 'Contect Template'. Also you will see the variables on the Variable Replacement tab in the Field Values

Other Notes:

Out of the box approval emails use html templates if you wish to see sample of what is set in the AR System Email Messages form. The template name used for approval emails is "Normal_Email_Content_en"

Filter NTE:NTS:Email_200_SystemNT_with_EmailTemplate contains all field variables that exist, so ensure template is using those field variables listed below(from 8.1 ITSM install):

Detail-Sid-Id
Description
Form Name01
Request ID02 Ticket
Remedy Login ID
Notification Text
Email Subject Line
Email Message Body

To test this you can manually create AR System Email Messages records and select Content Template and paste in Field Values, then set 'Send Message' = "Yes" which the email engine will pickup and send.

Below is a sample value for 'Field Values':

!AR Notification Text! : [$$http://yozR2server:8080/arsys/servlet/ViewFormServlet?form=NTE%3aNotifier&server=yozR2server&eid=NTS000000000150
This will not be used$$]

!Form Name01! : [$$CHG:ChangeAPDetailSignature$$]
!Request ID02 Ticket! : [$$CRQ000000000012$$]
!Notification Text! : [$$You have been selected as an approver for the change request CRQ000000000012 for the approval phase 'Review'
Summary: Test
Change Manager: Mary Mann
Status: Request For Authorization
Status Reason:
Impact: 3-Moderate/Limited
Urgency: 2-High$$]
!Email Message Body! : [$$<td><table width="100%" cellpadding="0" cellspacing="10"> <tr> <td width="35%" align="left" >Infrastructure Change ID:</td> <td width="65%" align="left" > <a href="http://yozR2server:8080/arsys/forms/yozR2server/CHG%3AInfrastructure+Change/?qual='1000000182'=%22CRQ000000000012%22">CRQ000000000012</a></td> </tr> <tr> <td width="35%" align="left" >Service CI:</td> <td width="65%" align="left" > </td> </tr> <tr> <td width="35%" align="left" >Summary:</td> <td width="65%" align="left" > Test</td> </tr> <tr> <td width="35%" align="left" >Approval Phase:</td> <td width="65%" align="left" > Review</td> </tr> <tr> <td width="35%" align="left" >Requestor:</td> <td width="65%" align="left" > Allen Allbrook</td> </tr> <tr> <td width="35%" align="left" >Scheduled Start Date:</td> <td width="65%" align="left" > </td> </tr> <tr> <td width="35%" align="left" >Scheduled End Date:</td> <td width="65%" align="left" > </td> </tr> <tr> <td width="35%" align="left" >Target Date:</td> <td width="65%" align="left" > </td> </tr> <tr> <td width="35%" align="left" >Class:</td> <td width="65%" align="left" > Normal</td> </tr> <tr> <td width="35%" align="left" >Risk Level:</td> <td width="65%" align="left" > Risk Level 1</td> </tr> <tr> <td width="35%" align="left" >Priority:</td> <td width="65%" align="left" > High</td> </tr> <tr> <td width="35%" align="left" >Impact:</td> <td width="65%" align="left" > 3-Moderate/Limited</td> </tr> <tr> <td width="35%" align="left" >Urgency:</td> <td width="65%" align="left" > 2-High</td> </tr> <tr> <td width="35%" align="left" >Timing Reason:</td> <td width="65%" align="left" > </td> </tr> <tr> <td width="35%" align="left" >Status:</td> <td width="65%" align="left" > Request For Authorization</td> </tr> <tr> <td width="35%" align="left" >Status Reason:</td> <td width="65%" align="left" > </td> </tr> <tr> <td width="35%" align="left" >Change Manager:</td> <td width="65%" align="left" > Mary Mann</td> </tr> <tr> <td width="35%" align="left" >Change Coordinator:</td> <td width="65%" align="left" > Mary Mann</td> </tr> <tr> <td width="35%" align="left" >Location Company:</td> <td width="65%" align="left" > Calbro Services</td> </tr> <tr> <td width="35%" align="left" >Server Timezone Offset:</td> <td width="65%" align="left" > GMT-5</td> </tr> <tr> <td width="35%" align="left" >Notes:</td> <td width="65%" align="left" > </td> </tr> </table></td>$$]
!Detail-Sig-Id! : [$$000000000000254|000000000000126$$]
!Description! : [$$$$]
!Remedy Login ID! : [$$Allen$$]
!Email Subject Line! : [$$Change Request CRQ000000000012 requires your approval$$]

NOTE: This article is also available in Spanish, search by Article Number 000164626. / NOTA: Este artículo también está disponible en Español, buscar por el Número de Artículo 000164626.

Knowledge Article