This documentation supports the 1.3 version of Remedy with Smart IT.

To view the latest version, select the version from the Product version menu.

Sending email messages in Smart IT

Smart IT includes an email feature that helps you to collaborate with other people while you are working on a ticket. Sending email messages directly from a ticket helps you to work more collaboratively with colleagues and customers, by letting you notify others about work that you have done or intend to do, ask questions, request help, and so on.

Other key benefits of sending email messages directly from a ticket include:

  • You can more easily compose email messages that include content from the ticket. 
  • The email message is sent from a generic system account, which means that recipients can only reply only to this generic account. Your personal corporate email address is not exposed.
Smart IT can add details from the ticket to the message

If you type an exclamation mark (!) while entering text in the message body, Smart IT opens a list of fields from the ticket. If you click a field name in this list, Smart IT adds the contents of the field to the email. For example, if you are sending an email note from an incident request, you type an exclamation mark, and select Affected Services from the list that opens, Smart IT inserts the contents of the Affected Services field into the text. Using this feature makes including ticket information in your note faster than using copy and paste, and more accurate than typing by hand.

Smart IT suggests recipients

When specifying recipients for the email, you can use the Smart IT type ahead functionality to see a list of suggested matches. Smart IT can look up people by name, login ID, email address, or corporate ID. You can also enter the email address of a person who does not have a profile in the system.

Notes

  • The Smart IT email form does not offer a .cc or a .bcc field.
  • You cannot use the ! key to populate the To field with content from fields on the ticket, such as the assignee.
Smart IT tracks the email messages

Smart IT automatically adds a record of the email message to the ticket's Activity feed so you can see a list of the email traffic related to it. You can also see email messages from your dashboard. The view access of the email note is Internal, so only people with application level permissions can see the note in Smart IT; requesters are not able to see it.

Tips

To find email notes in the Activity feed more quickly, you can filter the feed to show only email messages.

To find email notes in the Dashboard more quickly, you can filter the Dashboard to show only private messages.

The Activity feed entry displays the name of the person who sent the message, how many recipients the note went to, the text of the note, and any attachment. If you click or tap the list of recipients, a window opens to show you the recipient's names. Clicking or taping a name in the Activity feed entry either:

  • Opens the person's profile (when a profile record exists for the person).
  • Opens a local email window so that you can send an email note to the contact.

Also, if the underlying BMC Remedy ITSM installation is configured to allow the creation and the updating of tickets by email (version 8.1.00 and later) and the recipient replies to the email note sent from the ticket, then Smart IT adds the reply to the ticket and to the feed. See Related topics for a link to information about configuring the creation and the updating of tickets by email.

To send an email message in Smart IT

  1. From ticket details, create a new email:

    • (Universal client) Click the Share icon. 

    • (Android devices) Tap the contact icon next to the customer or assignee name, and then tap Compose Email.
    • (iOS devices) Tap Actions, and then tap Email this ticketType.
  2. Specify one or more recipients in the To field.

    If you enter an email address that is not in the system, type a comma or semicolon at the end of the address to register it.

  3. (Optional) Edit the Subject line. 
    In the universal client, the ID and title of the ticket connected to the email are displayed above the To field. You cannot edit this information. 

  4. Type the message text below the Subject line.

    Tip

    Type an exclamation mark (!) while entering text in the message body to see a list of ticket fields. Click a field name to add the field contents to the message.

  5. (Optional) Add an attachment.
    You can attach only one file per email note.
  6. Send the message.
    Smart IT sends the email note to the recipients and adds an entry about the email note to the Activity feed.

Related topics

Configuring BMC Remedy Email Engine (in the BMC Remedy AR System documentation; describes how to set up email capabilities at the Foundation level)

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