Sending E-mails

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Last updated: Apr 23, 2024 by Mayuresh Balaji Kamble (Unlicensed)Version comment

SummitAI Service Management Help

 Incident Management

Incident Management

You can send e-mails to Workgroup members, Analysts, Callers, or End Users asking for information or update about an Incident using the SEND E-MAIL icon on the INCIDENT DETAIL page.

To send e-mails:

  1. On the INCIDENT DETAIL page (Dashboard > ANALYST  DASHBOARD > INCIDENTS > MY WORKGROUP or ASSIGNED TO ME), click the SEND E-MAIL icon on the ACTIONS panel. The SEND MAIL page is displayed.
  2. 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.

    SEND E-MAIL page

    Figure: SEND MAIL page

Field Description

The following table describes the fields on the SEND E-MAIL page:

Field

Description

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 Caller.

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 Incident Information

If selected, the Incident 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.