I would use Remedy to send the Notifications and format the email as HTML to include the buttons as required.
You can trigger the workflow from a Keyword in Remedy set by TSO (via a Filter). You can then use the OOB Notification Engine to trigger and send the Notification which will be logged in the Notification Audit of the Change. The message can be created in the SYS:Notification Messages form, giving you a central place for all the notifications.
You can use the RBE in Remedy also to pickup the incoming Notification and log accordingly in the Work Info based on any custom rules you create.
Thanks Carl for your quick reply. In fact the ask is to use more TSO workflow than Remedy (except for a filter to notify TSO). However, do you think if this task (for which i gave details above )can still be achieved from TSO or only from Remedy entirely by configuring the email templates within Remedy.
To configure the email templates within Remedy, can you please advise what steps we need to take care of other than creating an entry in SYS:Notification Messages and a filter related to this notification tag created in SYS:Notification Messages?
or if you could send me any BMC Remedy documentation, that would be helpful.
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- create a custom Notification Message in "SYS:Notification Messages" form, including your HTML code for buttons (or look at the OOB Email Approval code for a reference)
- create a Filter (on the Change form) to trigger on a keyword e.g. z1D_Action = "WI_APPROVAL_NOTIFY" and call the OOB notification mechanism (you can copy an existing Notification Filter for Change an modify) and your custom message tag created above
- set the z1D_Action = "WI_APPROVAL_NOTIFY" from TSO as required to trigger your notification
- enable the RBE rules for Change Work Info creation - or in addition add a custom rule to meet any keywords you may have in the reply to your notification to create the Work Info
There is more than enough information on creating custom messages / Filters available on the communities.
Many Thanks Carl. This information is very much helpful.