Sending E-mails

Owned by Enterprise IT
Last updated: Apr 23, 2024 by Shilpa K (Deactivated)Version comment

SummitAI Service Management Help

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

From

Select the Tenant from the displayed list of tenants. The Analyst name also gets displayed along with Tenant in the From section of the email. A sample screenshot is shown below:

 Screenshot

Figure: From - Analyst Name

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.

Template

Displays the list of notification templates which are configured under Notification Template with Template Type as Send E-mail. For more information see Configure Notification Templates. 

Subject

Type in the subject of the mail. The subject includes the Incident ID, by default. The selected template name gets displayed along with Incident ID in the subject. 

System displays the following validation message if the Analyst attempts to send email without selecting template for the e-mail body.  

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.

E-mail body gets auto populated with content based on the selected template from the above drop-down of templates.

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. The configured final email to the end user will have real time values for the keywords.