Forcing the Remedy Email Engine to use HTML for Outgoing Messages

I recently ran into a problem where outgoing messages were not necessarily going out formatted as HTML.  There’s an easy fix for this but it is not documented anywhere.

Step One: Create the Filter with HTML Notification Text

This is very straight forward - just embed HTML in your notification text as demonstrated in the following sample notification text.  This is taken from a Filter Notify action:

Step Two: Create a blank HTML Email Message Template

This is the easiest thing in the world.  The Remedy Email Engine just needs to know to specify the format of the Email.  You can do this with a standard HTML template.  First, create a blank template file and call it something like “outgoing.html”.  It will only have the following contents:

Step Three: Attach the template to the Outgoing Messages Mailbox (AR System Email Mailbox Configuration Form):

This is also straight forward configuration – just perform the following steps:

1.) Create the template entry in the “AR System Email Templates” form

2) Attach the template to the “Header” section for the outgoing Email box configured in the “AR System Email Mailbox” form under the “Default Templates” section.

An alternative to #2 is to just attach the template in each filter that you are doing notifications from – assuming of course that all of your people being notified are being notified by email and not some other method like the Remedy Alert tool (which not many people use.)