1 2 Previous Next 15 Replies Latest reply on Mar 9, 2018 1:29 AM by Sidhdesh Punaskar

    HTML notifications

    PAWAN KAUSHIK

      Hi All,

       

      I am working on remedy 8.1.01. I am working on HTML notifications. and i proceed with the steps mentioned in the below thread:

       

      Sending HTML Email notifications from Remedy

       

      But i am getting the notification in the html tags means i am not getting the formatted email within. Could you please help me what can be wrong. email received is as below:

       

      I have done the following:

      -> Created a HTML template and add that inside the AR System Email Templates form

      ->Created a Notification Tag and in email message body i pasted the same HTML code as i received in the email. shown in above image

      ->Add the template as email template over SYS:notification Messages form.

      -> Wrote a filter to set the tag and call the guide for generating this notification.

       

      I am using SRM Module for notifications. I don't know what is failing or i am skipping here. Kindly find the attached mail body html tag and HTML Email Template

        • 1. Re: HTML notifications
          PAWAN KAUSHIK

          HI experts,

           

          Could you please help me with this ?

          • 2. Re: HTML notifications
            Stefan Hall

            We use the since 8.1.02 without problems for all of our customer messages over SRM module.

            1. Create template

            2. Add template in notification message

            No additional tag, no filter ... it should work ootb.

             

            I'll check it out on monday, currently I don't have system access

            Stefan

            • 3. Re: HTML notifications
              PAWAN KAUSHIK

              TO generate the notification i used a new message tag that is calling by filter when sr status set to resolved. But i am only receiving the plain email. Are you directing me that i need to change the OOTB message tags ?

              • 4. Re: HTML notifications
                Sidhdesh Punaskar

                Can you share api sql filter logs?

                • 5. Re: HTML notifications
                  PAWAN KAUSHIK

                  HI Sidhdesh Punaskar,

                   

                  Kindly find the attached logs. Kindly help me to build the same. If there is any other workflow we need to write then please guide me through that.

                   

                  Your response will be appreciated.

                  • 6. Re: HTML notifications
                    Sidhdesh Punaskar

                    It looks like template is not mentioned in SYS:Notification Messages form.

                     

                    "NTE:NPC:GetNotificationMessage_554" (554)

                         --> Passed -- perform actions

                              0: Set Fields

                    /* Tue Mar 06 2018 10:33:35.9680 */SELECT  TOP 2  T1191.C1 FROM T1191 WHERE (((T1191.C1000000001 = N'TEST_COMPANY') OR (T1191.C1000000001 = N'- Global -')) AND (T1191.C1000003667 = N'SRM-REQ-Submitted-ReqForBy') AND (T1191.C160 IS NULL) AND (T1191.C7 = 1)) ORDER BY C1000000750 ASC,C1000000751 ASC,C1000003667 ASC,C1000000001 DESC,C160 DESC, 1 ASC

                    /* Tue Mar 06 2018 10:33:35.9690 */OK

                    /* Tue Mar 06 2018 10:33:35.9690 */SELECT COUNT(*) FROM T1191 WHERE (((T1191.C1000000001 = N'TEST_COMPANY') OR (T1191.C1000000001 = N'- Global -')) AND (T1191.C1000003667 = N'SRM-REQ-Submitted-ReqForBy') AND (T1191.C160 IS NULL) AND (T1191.C7 = 1))

                    /* Tue Mar 06 2018 10:33:35.9700 */OK

                    /* Tue Mar 06 2018 10:33:35.9700 */SELECT C1000000927,C1000000827,C1000000826,C1000000820,C1000000101,C304350251 FROM T1191 WHERE C1 = N'NTM000000008644'

                    /* Tue Mar 06 2018 10:33:35.9710 */OK

                    Pager Message Alpha (1000000927) = Request #RequestNumber# has been submitted.

                    Email Message Body (1000000827) = Confirmation Notification:

                    Email Subject Line (1000000826) = Request #RequestNumber# has been submitted.

                    Notification Text (1000000820) = Request #RequestNumber# has been submitted.  

                    Form Name01 (1000000101) = SRM:Request

                    EmailTemplateName (304350251) =

                     

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                    • 7. Re: HTML notifications
                      PAWAN KAUSHIK

                      Hi Sidhdesh Punaskar,

                       

                      Thanks for your assistance but i you referring a wrong message tag. This is the OOTB message tag for which you have suggested. My notification Message tag on Request submission is:

                      "P-Notify-On-Request-Submit" and the filter name is : "P:DIAL:SRM:REQ:NTRequestedForSubmitted_OnSubmit_SetTag_NEW".

                      Email subject line is: "New ticket has been logged: Ticket number  #RequestNumber#"

                       

                      Pfa the screen shot i am attaching the email template name here :

                      i don't know what is going wrong it is not picking up the template name. Is there anything which should be checked to identify where else i need to make updations ?

                       

                      also i fetch the report and check if email template field is having any value or not and found that yes it is there.

                       

                      • 8. Re: HTML notifications
                        Sidhdesh Punaskar

                        I see the issue now. You have created custom message tag.  P-Notify-On-Request-Submit

                        But in the logs it is trying to fetch for SRM-REQ-Submitted-ReqForBy

                         

                        Now when I search for tag ; P-Notify-On-Request-Submit

                        I do see it it generating entry in NTE:Notifier for this custom tag with html template.

                         

                        Checking "NTE:NPC:CreateNTS_NoBusTime_590_PNTS`!__o" (590)

                        --> Passed -- perform actions

                             0: Push Fields -> "NTE:Notifier"

                          Pager Message Numeric (1000001005) =

                          Pager Message Alpha (1000000927) = New ticket has been logged: Ticket number  REQ000000281925

                          Pager Notification (1000000856) = 1

                          Email Message Body (1000000827) = <td><table width="100%" border="0" cellspacing="15" cellpadding="0"><tr> <td>  <table cellpadding="0" cellspacing="10" width="100%">           <tr>             <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Request ID:</strong></font></td>  <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2">REQ000000281925</font></td>  </tr>    <tr>            <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Title:</strong></font></td>   <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2">Material LED Blue 2.5KG Required.</font></td>  </tr>    <tr>        <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Request Status:</strong></font></td>   <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2">Submitted</font></td>  </tr>    <tr>            <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Requested For:</strong></font></td>  <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2">T1  Guest</font></td>  </tr>     <tr>             <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Requested By:</strong></font></td>  <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2">T1 Guest</font></td>      </tr>    <tr>  <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Submit Date:</strong></font></td>  <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"></font></td> </tr>        <tr>             <td width="40%" align="left" valign = "top" ><font face="Tahoma, sans-serif" size="2"><strong>Notes:</strong></font></td>  <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2">- Material LED Blue 2.5KG Required.</font></td> </tr>        <tr>         <td width="40%" align="left" valign = "top" ><font face="Tahoma, sans-serif" size="2"><strong>Site Sub Area:</strong></font></td>  <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"></font></td> </tr>     <tr>            <td width="40%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"><strong>Resolution:</strong></font></td>   <td width="60%" align="left" valign = "top"><font face="Tahoma, sans-serif" size="2"></font></td>   </tr>      </table> </td>               </tr>            </table>  </td>

                          Email Subject Line (1000000826) = New ticket has been logged: Ticket number  REQ000000281925

                          Notification Text (1000000820) = Request REQ000000281925 has been submitted.  

                          z1D NTI ID (1000000793) = NPC000001373218

                          Remedy Notification Method (1000000755) = 2

                          Notification Event (1000000751) = 103000

                          Remedy Login ID (1000000581) =

                          Request ID02 Ticket (1000000205) = REQ000000281925

                          Request ID01 System (1000000204) =

                          Form Name01 (1000000101) = SRM:Request

                          Internet E-mail (1000000048) = T1.EMC@gmrgroup.in

                          EmailTemplateName (304350251) = Request Submission Template_P

                          Detail-Sig-Id (300889900) =

                          Source_Instance_ID (300032100) =

                          Lookup Keyword (230000009) =

                          Locale (160) =

                          Status (7) = 1

                         

                        Remedy Login ID is null. why? Also why this is ovelay?

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                        • 9. Re: HTML notifications
                          Sidhdesh Punaskar

                          I think the problem is this is customer notification and notify action for customer notifications has not email template selected.

                           

                          Check filter NTE:NTS:Email_200_Manual-NT_with_EmailTemplate which send email for support staff.

                          In your case as it is customer email it is sent through.

                          NTE:NTS:Email_200_Customer-NT

                           

                          So probably modify this filter (NTE:NTS:Email_200_Customer-NT)  notify action same as above one. (NTE:NTS:Email_200_Manual-NT_with_EmailTemplate)

                          1 of 1 people found this helpful
                          • 10. Re: HTML notifications
                            PAWAN KAUSHIK

                            Hi Sidhdesh,

                             

                            Thanks for your time and information.

                             

                            I have a configured HTML notification in my environment which is sent on request completion. The only difference is that " Message tag is used for the existing notification is OOTB Message tag". FOr this tag an email template is attached. this email is going properly in HTML format. There is no modification in existing messages. don't know how that is working.

                             

                            Actually i have four filter listed: as shown below:

                            Now as per my understanding from your previous suggestion i need to modify the selected filter : "NTE:NTS:Email_200_Customer-NT" by adding the qualification and actions similar to : "NTE:NTS:Email_200_SystemNT_with_EmailTemplate"

                            M i correct ?

                             

                            here are the actions mentioned in : "NTE:NTS:Email_200_SystemNT_with_EmailTemplate"

                             

                            Actions 1:

                            Action 2:

                             

                            here are the stuff what i will follow:

                             

                            -> Will create a copy of "NTE:NTS:Email_200_Customer-NT"

                            ->  Will add these two actions into this new filter.

                             

                            Kindly let me know if i am correct.

                            • 11. Re: HTML notifications
                              Sidhdesh Punaskar

                              No. Add template value in Content Template field in existing notify action in filter NTE:NTS:Email_200_Customer-NT

                              • 12. Re: HTML notifications
                                PAWAN KAUSHIK

                                Hi Sidhdesh Punaskar,

                                 

                                Thanks a lot buddy. I am able to see the email template format. But unable to see the email body content within the template.

                                 

                                 

                                Here is the codding line of this template to include email body:

                                 

                                The complete email template and email body html tag files are already attached within this thread.

                                 

                                YOur help till now is highly appreciated.

                                • 13. Re: HTML notifications
                                  Sidhdesh Punaskar

                                  Try adding fields adding in Fields section in notify action. I think those are needed when using template.

                                  • 14. Re: HTML notifications
                                    PAWAN KAUSHIK

                                    Hi Sidhdesh Punaskar,

                                    Really thanks a Lot for your help.

                                     

                                    i had followed the steps and now i am receiving the html notifications.

                                    But i am having a problem with formatting of the emails. Actually i  had created the HTML tag for email body and Email Template by using adobe dreamviewer. i am getting email like below:

                                     

                                    This is the format i am receiving the email for notification:-

                                    as you can see in above image i am having unusual structure for email body. expected results should be like below:

                                     

                                    Could you please let me know what  is wrong here. Because in dreamviewer it is reflecting the details same as shown in above image. But while i received a notification it  is not at all giving me the same structure of the message.

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