Email Action Item

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Introduction The Email Action within a request enables the sending of emails directly from the request to any recipient that you wish to communicate with regarding that particular request. Email communication sent from a request is captured in the Timeline to help track and view all outbound emails send about that request.

Related Articles Snippets Email Administration Email Template

Administration

Access

• Service - The visibility of the Email Action can be controlled from the associated Service. See Services to see how this can be made available.

Email Template

When an email is sent from within a request, it will be using an email template which has been selected based on the request type, and service against which the request has been logged. As such you should consider that any text you adding into the email compose text box will be added to the email template, forming the <message> part of the email template.

Recipients

The adding of the recipients of an email has been designed for flexibility and ease of use.

• When a customer has been associated to a request and that customer has an email address associated to their customer record, they are automatically added as a recipient as they are seen as the most common recipient
• When manually typing in the name of a person it will auto-resolve both contacts and users that have a matching email address.
• An email address that does not exist as either a contact or a user can still be entered as a recipient.

• To - This is a mandatory field
• CC/BCC - Clicking on the CC/BCC option, these two fields will be exposed to allow additional recipients to be added as either a carbon copy or as a blind carbon copy.
• Connections

Attachments

For any outgoing email, a user can include attachments as part of the email. By Clicking on the Paper Clip button the file upload is displayed. You can either click on the Upload file button to browse your local file system or you can drag and drop the file into the designated area. The attached files are displayed and each individual file can be removed if it was added in error.

You can also include files that are already attached to the request. After selecting the paper clip button, if there are existing files already associated to the request, an option titled Show Associated files is displayed. Clicking on this link will show a list of the attachments associated to the request. You can select one or more of these attachments to include with your email.

Snippets

Snippets provide the ability to predefine common responses which you want to include in outgoing email content. The use of Snippets ensures that the same response does not need to be typed manually each time, and to ensure a consistent level of response is given by all analysts who use the snippets rather than manually entering responses each time.

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