This documentation supports the 21.05 version of BMC Helix ITSM: Change Management. To view an earlier version, select the version from the product version menu.

Sending messages related to records

In BMC Helix ITSM: Change Management, you can send messages related to records.


To send an email message

You can send messages about the current record by using the Change Management email system.

  1. Open the change or release from which to send the email.
  2. From the navigation pane, select Functions > Email System.
  3. In the Email System dialog box, indicate the recipient by selecting either of the following options:
    • Select Current Customer—When you open the Email System form, if there is a current contact assigned to the record, the contact's name and contact information is displayed in the table, and is the default recipient.
    • Select Current Assignee—Click this option to select the current assignee. The current assignee's name and contact information is displayed in the table.
  4. To select another recipient, complete the following steps:
    1. Complete the fields in the People Search Criteria area, and then click Search.
    2. Select the recipient's name in the search results table and click View to see more information about the user.
  5. Complete the following email information fields:
    • Internet Email—Enter the recipient's email address.
      To find this information, select the person's name from the search results list, and then click View. The Internet Email field is on the General tab of the People form.
    • Email Subject Line—The subject line contains the request ID number. You can type over or add to this information.

    • Email Message Body—Type the message text here. A series of buttons adjacent to the Email Message Body field enable you to automatically insert text from the record to the message text.

      Important

      If one or more of these buttons is unavailable, the corresponding field in the record contains no information.

    • Email Attachment—To attach a single file to the email message, right-click inside the Email Attachment table, and then click Add. On the Add Attachment dialog box, select the file to attach, and then click Open.
  6. Click Send Email Now.


To page a person or an on-call group

You can page individuals or the on-call member of a group about the current record by using the Change Management paging system option. You can use the procedure below to manually send a page. For information about sending automated on call pages, see Setting on-call schedules for support groups.

  1. Open the change from which to send the page.
  2. From the navigation pane in the form, select Functions > Paging System.
  3. On the Paging System dialog box, select either of the following options:
    • Page By Person—To page an individual.
    • Page By On-Call Group—To page the on-call member of a specified group.
  4. Complete the fields in the Search Criteria area, and then click Search.
  5. Select the recipient's name in the search results table, and then click Select.
    If you are sending a page to a person instead of an on-call group, and need help finding the correct person, click View.
  6. Complete the fields in the Paging Information area, as follows:

    • Pager Service Provider—Select the recipient's pager service provider.
      If you are sending a page to a person, you can find this information by selecting the person's name from the search results list, and then clicking View. On the People form, click the Notifications tab to see the Pager Service Provider field.

      Important

      If you need more information about the service provider, click the button with the globe icon beside the field. This opens a link that takes you to the service provider's website.

    • Pager Type—This field is automatically filled.
    • Pager Number—This field is automatically filled with the pager's telephone number, when possible. If the pager number is unavailable to the system, you must enter the pager number manually.
    • Pager Email—Enter the pager's email address, type it here. If you are sending the page to a person, this information is available on the Notifications tab.
    • Manual Pager Number—If the pager's telephone number is not available automatically from the paging system, enter the pager's telephone number here.
    • Alphanumeric Pager Message or Numeric Pager Message—Enter your message in this field. Only one of these fields is enabled, depending on the recipient's type of pager.
  7. Click Send Page Now.

 

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