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********************************************************************
** REMTMPLx - Remedy Email Template **
** **
** This is a sample of a Remedy Email template to be used in **
** order to open a ticket in Remedy. **
** **
** The email template should reside in IOA.PARM library and to **
** be named as REMTMPLx where x is the charater specified in **
** parameter REMTMPLS= in member IOA.PARM(REMCONF). **
** **
** This sample includes 2 separate sections: **
** - The first section should be used with Remedy release 6. **
** - The second section should be used with Remedy release 7. **
** **
**----------------------------------------------------------------**
** Steps needed to be done to customize the template: **
** **
** a. Select the sample appropriate to your Remedy **
** level (6 or 7). **
** **
** b. Remove (or comment using an asterisk in column 1) **
** the sample related to the Remedy level not used on **
** your site. **
** **
** c. Fill in the customization parameters as defined in **
** your site: **
** **
** - The Remedy schema name used for opening the ticket **
** - The Remedy server name **
** - The Remedy user name **
** - The Remedy User password **
** **
** d. Add additional Remedy fields that are required on **
** on your site as additional lines at the bottom of **
** the template. **
** **
** e. The member should be placed in the IOA.PARM library **
** and to be named REMTMPLx where X is the suffix **
** specified in parameter REMTMPLS in member REMCONF **
** which resides in the same library. **
** **
** Please refer to the INCONTROL for z/OS Administrator **
** Guide for more information. **
** **
********************************************************************
** Remedy 6 sample **
** --------------- **
** Use the following section for Remedy release 6. **
** Don't forget to remove the section for Remedy release 7 below. **
********************************************************************
Schema: HPD:HelpDesk
Server: remsrvr
Login: Demo
Password:
Action: Submit
Format: Short
Summary* ! 8!: %%SUMM%%
Description* !240000007!: %%DESC%%
Category* !200000003!: Software
Type* !200000004!: Other
Item* !200000005!: Other
Login*+ !240000005!: %%USER%%
Name*+ !240000001!: %%USER%%
Source* !260000128!: Email
Solution Details !260000503!:
Status* ! 7!: New
Case Type* !260000130!: Incident
Urgency !240000009!: %%URGENCY%%
**
********************************************************************
** Remedy 7 sample **
** --------------- **
** Use the following section for Remedy release 7. **
** Don't forget to remove the section for Remedy release 6 above. **
********************************************************************
char-set: windows-1252
Schema: HPD:IncidentInterface_Create
Server: remsrvr
Login: Demo
Password:
Action: Submit
Description !1000000000!: %%SUMM%%
Service Type !1000000099!: User Service Request
Status ! 7!: New
Details !1000000151!: %%DESC%%
First Name* !1000000019!: App
Last Name* !1000000018!: Admin
First Name+ !1000005783!: %%USER%%
Last Name+ !1000005782!: %%USER%%
Impact* !1000000163!: 3-Moderate/Limited
Urgency* !1000000162!: %%URGENCY%%
!1000000076!: CREATE
**
********************************************************************
** Version 7.6.04 **
** If you want to specify values for the First Name+ and **
** Last Name+ parameters in the REMTMPLx member, you must define **
** these values as user with valid First and Last names in Remedy,**
** then remove the asterisks from the First Name+ and Last Name+ **
** fields, and then specify values of the defined First and Last **
** names. **
********************************************************************
char-set: windows-1252
Schema: HPD:IncidentInterface_Create
Server: remsrvr
Login: Demo
Password:
Action: Submit
Description !1000000000!: %%SUMM%%
Status ! 7!: New
Details !1000000151!: %%DESC%%
First Name* !1000000019!: App
Last Name* !1000000018!: Admin
*Uncomment the First Name+ and Last Name+ if defined in Remedy
*First Name+ !1000005783!: %%USER%%
*Last Name+ !1000005782!: %%USER%%
Service Type !1000000099!:1
Impact* !1000000163!: %%URGENCY%%
Urgency* !1000000162!: %%URGENCY%%
!1000000076!: CREATE
RepSource !1000000215!:email
The sample REMTMPL member is similar.
In the sample provided for Remedy version 7.6.04, the lines for the First Name+ and Last Name+ parameters are commented out with asterisks (*) so that by default a Remedy ticket is produced.
If you want to specify values for the First Name+ and Last Name+ parameters in the REMTMPLx member, you must define these values as a user with valid first and last names in Remedy, then remove the asterisks from the First Name+ and Last Name+ fields, and specify the values of the defined First and Last names.
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