With the help of Matrix42 Service Desk, you can send emails directly from one of the following configuration items:
- Service Request (UUX only, if activated in System Settings)
- Ticket (UUX only, If activated in System Settings)
How to Send an Email
- Start Matrix42 Workspace Management and go to Service Desk application.
- In the navigation area, click the search page containing the respective configuration item.
- Select any ticket in Dataset view. Preview opens.
- In the action pane, click Send E-mail. An input window containing the following fields opens:
- To, CC, BCC: Define recipient from one of support Recipient types: Users, Ticket Related Users, User Roles, Business Contacts or Business Partners, Emails. The end user who reported the ticket is automatically added as a recipient.
- Subject: Subject line of the email.
- Message: Message text of the email.
- Attachments: Select one or several attachments from the ticket that should be sent with this email. You can add further attachments to the respective ticket and select them for sending by using the magnifying glass icon.
- Signature: Select a signature that will appear at the end of the email.
- Template: Select an email template to use the predefined subject and message text that it contains. You can edit them later.
It is possible to select only those signatures for which the Send Mail checkbox is selected and which you are authorized to use. For more information, see Creating Email Signatures.
- Pause ticket after sending e-mail (selected by default and available for Tasks, Service Requests, Incidents, and Problems): leave this checkbox selected and click the PAUSE DATA button (which replaces the SEND E-MAIL button when the Pause Ticket After Sending checkbox is selected to set the Incident/Problem status to On Hold. Use this functionality if you need feedback for further ticket editing. Keep in mid that the email will not be sent when you click the PAUSE DATA button.
5. Click the SEND E-MAIL button at the bottom of the wizard to send the email.
The email information is saved in the journal and will be automatically marked as Visible in Portal if the main recipient of the email is the customer who reported the ticket (change or incident). If the E-Mail Robot is active and the recipient replies to this email, the reply is automatically assigned to the ticket and saved in the journal, too.