SummitAI Service Management Help
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You can send e-mails to Workgroup members, Analysts, Callers, or End Users asking for information or update about an Problem Record using the SEND E-MAIL icon on the PROBLEM RECORD DETAILS page.
To send e-mails:
- On the PROBLEM RECORD DETAIL page (Problem > User > Problem Record List > Click on Problem ID), click the SEND E-MAIL icon on the ACTIONS panel. The SEND MAIL pop-up page is displayed.
- Draft your mail, mark the recipients, and click SEND E-MAIL to send the e-mail. For more information about the fields on the SEND E-MAIL page, see Field Description.
Figure: SEND MAIL page
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The following table describes the fields on the SEND E-MAIL page:
Field | Description |
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Select Recipient | Select the recipients of the e-mail. Select the check box of the required recipient to add it to To/CC field. |
Additional Recipient | Type in the name of the recipient in the search box and click ADD TO LIST/ADD CC LIST to include the recipient in the To or CC field along with the Workgroup, Workgroup Owner, Assigned Analyst, or Requestor. |
To List | Click To to add the selected recipients from the Select Recipients list. |
CC List | Click CC to add the selected recipients from the Select Recipients list. |
Subject | Type in the subject of the mail. |
Body | Type in the body of the e-mail. Note: Use the menu options provided to format your text. You can also add/remove links in the body. |
Include Problem Record Information | If selected, the Problem Record information is also sent to the recipient. |
Attachment 1 and Attachment 2 | Click the Upload icon, to attach any related documents to the e-mail. |
Send E-Mail | Click Send Mail to send the e-mail to the selected recipients. |
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Release Notes | Installation Guide | Other Documents |