Difference between revisions of "Email Action Item"
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== Administration == | == Administration == | ||
=== Access === | === 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. |
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=== Email Template === | === Email Template === | ||
Revision as of 12:08, 8 April 2016
Home > Service Manager
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.
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
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.