It has been this way forever I guess, it bothered me too about a year
ago. Basically it means you cannot use HTML templates and expect
row-level security. I am fairly certain this is an intentional
limitation to help us remedy developers make a convincing argument
against using HTML templates. Not only are they hard to design and
maintain, but they are incompatible with one of the best features of
remedy. Of course I am joking, but I honestly can't think of any other
reason why this bug has existed for so long and no one is up in arms
about it.
Brien Dieterle
On 12/17/2009 10:34 AM, Lyle Taylor wrote:
Hmm, not sure about that. Generally, if it's a permissions issue, I would
expect that you would get the same results either way. The only think I can
think of would be that there's something about the HTML template or how you
have the notification configured that isn't quite right. Or, if you think
you've go everything right, but it's working in one case, but not the other,
that could be a bug and could warrant further investigation with BMC.
Lyle
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Nair, Rajesh IN BOM SISL
Sent: Thursday, December 17, 2009 9:42 AM
To: [email protected]
Subject: Re: Issue in Sending Mail in HTML format
HI Lyle
The issue was indeed related to permission.
But i have a some doudt over here. If i am send a mail in a text format the
value do populate here which do not get populated in the HTML..Is their any
logic here..
Regards
Rajesh Nair
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of Lyle Taylor
Sent: Tuesday, December 15, 2009 4:17 AM
To: [email protected]
Subject: Re: Issue in Sending Mail in HTML format
In addition, Remedy takes field permissions into account when sending e-mails.
If the user receiving the e-mail doesn't have permissions to those fields (or
Remedy can't determine that they do), then it will not include those fields in
the e-mail. Remedy will be able to determine if the user has those permissions
if you send it using their login ID. If you're sending explicitly to an e-mail
address, and that e-mail address doesn't correspond to an entry in the People
form, then only fields will Public permissions will be included in the e-mail.
Lyle
-----Original Message-----
From: Action Request System discussion list(ARSList)
[mailto:[email protected]] On Behalf Of jham36
Sent: Monday, December 14, 2009 3:24 PM
To: [email protected]
Subject: Re: Issue in Sending Mail in HTML format
The only suggestion I have is to make sure you use the database name of the
field in your template, not the field label.
James
On Dec 11, 12:51 am, "Nair, Rajesh IN BOM SISL"
<[email protected]> wrote:
Dear LIst,
I am facing a issue in sending mail from remedy system in HTML format..
I have copied the format in the Template form. Have created a form say XYZ
which stores the exact name of the template. This in turn is set to the
helpdesk form.
In the notfiy filter i have copied the template name in the Content field and
have selected the fields which are present in the Helpdesk form and in the
template.
OutpuT
System send the mail in the HTML format as desired but it is not using
the Field iD .. say Case id goes NULL I have used the variable name in
the template in the format #$$Case ID$$#
Can anyone tell me where i am going worng or what can be done.
Regards
Rajesh
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