Sending email messages

When working on assets, as an asset manager, you might need to send information to customers and other IT users or ask questions to resolve asset tickets. Use the email feature in BMC Helix ITSM: Asset Management enables you to send emails directly from tickets instead of using your standard email system. This feature helps you in the following ways:

• Emails that are sent directly from asset tickets are context-sensitive. Ticket ID and title are automatically added to the email, and people related to the ticket such as customers and contacts can be added without knowing their email addresses.
• Files and knowledge articles are 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.

You can send emails from Universal client (UC), Google Android (Android), and Apple iOS (iOS).

You can send emails directly from the following tickets—Incident, Work Order, Task, Problem Investigations, Known Error, and Change Request. If you have access to these tickets, you do not need additional permission to send emails or update the work notes.

Before you begin

• Before you compose emails, you must have the BMC Helix ITSM: Asset Management user permissions and access to tickets.
• The system administrator must perform the following configurations:
  • Email Engine on Action Request System. For more information, see Configuring Email Engine.
  • Mailbox for incoming and outgoing emails.
  • Read/Write permissions to send a knowledge article. The permission is provided to the folder that maintains the temporary PDF files generated during PDF conversion in BMC Helix ITSM: Asset Management.
  • Java temp location is the default path. You must either provide permission to the folder, or configure the location by using the parameter  <filePathToSaveTempKnowledgeArticleFile>. 
  • Configuration of attachment criteria and definition of supported file extensions in Action Request System, on the Attachment Security tab of the Server Information form.
  • Configuration of the file size limit in BMC Helix ITSM, on the Email Attachment field of the NTE:Notifier form.
    By default, files up to 10 MB can be attached to an email. In , you can configure the file size limit.

To send an email for an asset

This feature is available only if you have enabled Progressive Web Application screens.

1. Open an existing asset from Asset Console.
2. Click the email icon.
     
3. In the Compose Email window, enter the email details.
   
4. Click Send.
   The email is sent and the activity area displays the details of the email sent.  

Instructions for classic interfaces