Sending E-mails 1

Owned by Enterprise IT
Apr 23, 2024

SummitAI Service Management Help

Problem Management

As an Analyst you can send e-mail to Workgroup members, other Analysts, Requestor, or End Users asking for information or update about the Problem Record using the SEND E-MAIL icon on the PROBLEM RECORD DETAILS page.

Note:

The Send Email functionality is available to the Analyst only when the Problem Record status is Initial Authorization or later.

To send e-mails:

  1. On the PROBLEM RECORD DETAIL page (Problem > User > Problem Record List > Click an Problem ID), click the SEND E-MAIL icon on the ACTIONS panel. The SEND MAIL pop-up page is displayed.
  2. Select the recipients, specify the message content, and then 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

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 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 e-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 such as Problem Record Id, Assigned Analyst, Status, Registered Time, Symptom, Description, Assigned Workgroup, and Last Update Time are 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.