This documentation supports the 1.5 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

 


Overview

When working on tickets, as a service desk agent, you might need to send information to customers and other IT users or ask questions to resolve tickets. The email feature in Smart IT enables you to send emails directly from tickets instead of using your standard email system. This feature helps you in several ways:

  • Emails that are sent directly from tickets are context sensitive. Ticket ID and title are automatically added to the email, and people related with the ticket such as customers and contacts can be added without knowing their email addresses.
  • Files and knowledge articles can be sent as attachments, especially to customers for their future reference.
  • Email messages are sent and received on a generic system account, which keeps your corporate email address secure.
  • Email information is stored on the ticket in the Activity feed. Thus, an audit trail is maintained.
  • Email recipients can reply to the system-sent email.

Before you begin

  • Before you compose emails, you must have Smart IT user permissions and access to tickets
  • The system administrator must perform the following configurations:
    • BMC Remedy Email Engine on BMC Remedy Action Request System (BMC Remedy AR System) in the ITSM stack
    • The mailbox for incoming and outgoing emails
    • To send a knowledge article, you need Read/Write permissions to the folder that maintains the temporary PDF files generated during PDF conversion at the Smart IT server. The default path is Java temp location. You must either provide permission to the folder, or configure the location by using the parameter  <filePathToSaveTempKnowledgeArticleFile>. 
    • In BMC Remedy AR System, on the Attachment Security tab of the Server Information form, you can configure the attachment criteria and define supported file extensions.
    • By default, files up to 10 MB can be attached to an email. In BMC Remedy ITSM, on the Email Attachment field of the NTE:Notifier form, you can configure the file size limit.

Supported devices and tickets

You can send emails from the following supported devices:

  • Universal client (UC)
  • Google Android (Android)
  • Apple iOS (iOS)

You can send emails directly from the following tickets—Incident, Work Order, Task, Problem Investigations, Known Error, and Change Request.

Composing emails

This section provides more information on composing emails.

Accessing the email option

To send an email from a ticket (for example, an incident ticket), open the incident, and then perform the following steps:

  • (UC) Click the Share icon and then click Email this Incident
  • (Android) Tap the Contact icon next to the customer or assignee name, and then tap Compose Email.
    Alternatively, you can also tap the Options icon , and then tap Share.
  • (iOS) Tap Actions, and then tap Email this Incident.

Opening the email draft in a separate window

(UC) To open the email in a separate window, select the Popout Email icon .

Adding email recipients

In the To field, you can specify names of multiple email recipients. To do so, you can

  • Enter the name, login ID, email address, or corporate ID to search for a specific recipient.
  • Enter email addresses of people who do not have a profile in Smart IT.

Additional considerations

  • You can add recipients only to the To field. The cc and bcc fields are not supported.
  • You cannot use the accelerators—exclamation mark (!) to populate the To field with content from fields on the ticket, such as the assignee.
  • (iOS) The system suggests the name of the customer, contact, and assignee.

Email subject

The ticket ID and ticket title is automatically populated in the SUBJ field. You can add or modify the subject of the email. In case of UC, the ticket ID and ticket title is also prepopulated in the Connected To placeholder area.

Adding email content by using accelerators

When you type email content, you sometime need to provide reference to ticket details. The accelerators feature gives you quick access to the ticket details. You can quickly include accurate ticket details in your email. To do so, type an exclamation mark (!) in the email content area or select the Help using accelerators to insert content option. Smart IT opens a list of accelerators, which are basically fields from the ticket. When you select an accelerator, the system adds the value of the field to the email content. For example, if you select the accelerator !Description, Smart IT inserts the description of the ticket in the email content area.

Smart IT provides predefined accelerators that differ as per the ticket type. Accelerators are the key fields of the ticket type. Note that you cannot customize accelerators.

Attaching files and knowledge articles

When you compose an email from the tickets, to attach files, click the Attachment icon and then select File. On an incident ticket, you can also attach a related knowledge article by using the Knowledge Article option. In an email, you can attach only one file or a pinned knowledge article.

Attaching files

You can attach the following types of files to an email:

  • UC—Images and files of file types supported in BMC Remedy Mid Tier
  • Android—Only camera pictures and files
  • iOS—Images in the device gallery

Attaching knowledge articles

The incident might or might not be resolved, but the service desk agent can send a knowledge article that will help customer to resolve the issue. He can send the article that is pinned to the incident.

  • Knowledge articles are sent as PDFs. However, files attached to the knowledge article such as videos, animated images, and other files are not converted into PDF and are not included in the email.
  • You can attach articles irrespective of the status they are in. However, they must have the Publish to External Audiences option set to Yes.
  • The current copy of the pinned article is attached to the email.
  • In case of multiple versions of an article, only the version that you pinned to the incident can be sent as an email attachment.
  • The article could be created from any type of supported knowledge article template, including custom templates.
  • A link to the knowledge article that you emailed is available in the Activity feed of the ticket and the Updates feed of those following the incident. You can click the link to view the complete article in a separate window.
  • The SHR:SHR_RKM_Document_Email_Status form in BMC Remedy ITSM shows the status of the sent email that has an article attached to it, and maintains email failure logs.
  • The content of the article could be in any language that Smart IT supports, except Chinese, Japanese, Korean, Russian and Hebrew. 
  • Irrespective of the language the article is written in, the article metadata and PDF name is always in English.
  • Sending articles as email attachment is an asynchronous process, and hence might take some time to deliver to the recipient.

Discarding composed email

To discard a composed email:

  • (UC) Select the Delete Email icon and confirm the deletion.
  • (Android) Tap the Back option.
  • (iOS) Tap the Cancel option.

Tracking emails in the Activity feed and the Updates feed

The Activity feed and Updates feed help you to get details of the emails sent from a ticket. When the system successfully delivers the email, Smart IT adds a feed about the email to the Activity feed of the ticket and the Updates feed of the followers of that ticket. You can search for emails in filters available in the Activity feed and Updates feed.

A link to the knowledge article that you emailed is available in the Activity and Updates feed. You can click the link to view the complete article.

The Activity feed displays the name of the person who sent the email, the number of recipients, and attachment, if any. You can select the number of recipients to see their name. You can select the name to view the profile. If the recipient is not registered with Smart IT, when you click the recipient's name, an email window with the email address of the person pre-populated in the To field is displayed.

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 Activity and Updates feed.

Tracking emails in the Email status form

When you send an email with a file or a knowledge article attached to it, you can view the email delivery in the NTE:Notifier log form and the AR System Email Messages form in Mid-tier.

 You can track the status of sent emails and PDF conversion of the article in the SHR:SHR_RKM_Document_Email_Status form in BMC Remedy ITSM. To find out the status of the email, enter details of the email such as the incident ID, knowledge article ID, email subject, or the date of sending the email:

The form maintains a record of the email that the system failed to deliver. The following reasons could lead to failure in delivering emails:

  • The email server or the Smart IT server is down
  • The attached file is corrupt
  • The file size is more than the set limits
  • The file type is not supported in Smart IT or ITSM
  • Invalid email addresses of the recipients
  • Issues in PDF conversion

Based on the reason given in the form, you may rectify the error and resend the email.

 

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)

Setting security restrictions on file uploads 

This version of the documentation is no longer supported. However, the documentation is available for your convenience. You will not be able to leave comments.

Comments

  1. Priyanka Jain

    You have mention the Supported tickets: Incident, Task, Work Order, Known Error, Change Request, Service Request, and Asset. But we can send Knowledge article only from incident. Can you please mention that. Also, I can not see the new Parameter added to configure temp file location for PDF generation. Can you please add that.

    May 06, 2016 03:07
  2. Priyanka Jain

    The SDD covers all the info about the new parameter.

    May 06, 2016 03:30
  3. Christiane Jantos

    Could you please specify in more detail, where the Parameter <filePathToSaveTempKnowledgeArticleFile> can be configured?

    Feb 20, 2017 04:32
  4. Emrah Ozbekar

    Which email template (html) does it use when you use "Email this Incident" function?

    Nov 13, 2017 08:38
    1. Emrah Ozbekar

      I got my answer. It is "ITSM_Generic_Manual_Template".

      Nov 13, 2017 08:40
  5. Kai Siebold

    I want to change the subject of the email. The subject should contain the request number, not the ticket number. Which workflow elements need to be edited?

    Dec 12, 2017 03:22
  6. Dragoi Mihail

    Hello, 

    Is there any way when using the "email this incident option" to attach the attachments are already at the ticket level?
    Maybe using the accelerators and also selecting which attachment to include in the FW?


    Thanks.

    Dec 19, 2017 05:44
  7. Jason Mccann

    The Activity log includes the emails sent using share option, but because they are added as non-public, they are not viewable in the related request like a "customer contact" email would from the activity log directly.

    Oct 12, 2018 09:49
  8. Joel Bongard

    Whats the point of using the INC nr (or WO etc.) in the Mail Subject if you're communicating with the customer? According the BMC philosophy we only should use the REQ nr to communicate with non-support staff people. A toggle to change between fulfillment and REQ would be neat.

    Dec 07, 2018 07:43
    1. Kai Siebold

      I have made some customizations with filter-workflow to fulfill my requirements (see 12/12/17). If the customer is the recipient of the mail, the subject ist changed from INC or REQ to the matching REQ-number. If the mail is sent to support stuff, ist is not.

      Dec 10, 2018 02:18
      1. Mehmet Ural

        Dear Kai, we Need the same customization in our Environment. Can you please explain me what exactly you've done? Which filter/workflow did you customized? Thanks!

        Dec 10, 2018 02:25
        1. Kai Siebold

          Hi, Mehmet! I have added a field "REQ no." to Form "NTE:Notifier". This field is filled by submitting a new entry and the mailadress is the customer's, the value is taken from field "AppRequestID" from form "SRM:Request". (Filter one) Another filter runs after that if the field is not null and the subject starts with "WO" or "INC". It changes the subject left from ":" to the request number.

          Dec 10, 2018 02:46
          1. Mehmet Ural

            Thanks a lot!

            Dec 10, 2018 06:08
          1. Ashley Foster

            Hi, could you tell me the expression required to replace the inc reference with the req reference? I can't figure out which function to use!

            Jul 15, 2019 08:02
            1. Kai Siebold

              Hi, Ashley! Filter #2: Run If Quali: ('REQ no' != $NULL$) AND (('Email Subject Line' LIKE "WO%") OR ('Email Subject Line' LIKE "INC%")) AND ('Notification Event' = "Manual Notification") Set Fields Action: Field: Email Subject Line Value: $REQ no$ + SUBSTR($Email Subject Line$, STRSTR($Email Subject Line$, ":"), LENGTH($Email Subject Line$))

              Then the subject line changes from "IN123: Descrition of Incident" to "REQ123: Description of Incident".

              Hope this helps.

              Jul 15, 2019 08:30
              1. Ashley Foster

                Thank you so much, that is exactly what I needed! I am still having problems however. Can you tell me what the qualification for the first filter should be? I thought it was $Internet E-mail$ = 'Customer Internet E-mail' but because there are multiple matches on SRM:Request form it is bringing back the wrong value.

                Jul 16, 2019 09:00
                1. Kai Siebold

                  Hi, Ashley! Here's Filter #1: Run If Quali: ('Request ID02 Ticket' != $NULL$) AND (('Email Subject Line' LIKE "WO%") OR ('Email Subject Line' LIKE "INC%")) AND ('Notification Event' = "Manual Notification") Set Fields Action: ($Request ID02 Ticket$ = 'AppRequestID') AND (($Internet E-mail$ = 'Internet E-mail') OR ($Internet E-mail$ LIKE 'Customer Internet E-mail'))

                  Does this work for your environment?

                  Jul 16, 2019 09:33
                  1. Ashley Foster

                    You sir are a hero! I had to tweak a few field references but eventually got it working! Many thanks.

                    Jul 16, 2019 11:03
  9. Nilay Agambagis

    Hello Joel,

    Thanks a lot for your comment.  Hope your query is resolved through this conversation.

    Regards,

    Nilay Agambagis

    Jul 16, 2019 03:56