This documentation supports the 25.1 version of BMC Helix Change Management.To view an earlier version, select the version from the Product version menu.

Sending messages related to records

In BMC Helix ITSM, you can send messages related to records from the change module.



To send an email message

  1. Open the change request.
  2. Click Email image-2023-5-11_15-17-17.pngand change the request ID.
    The ticket title is automatically populated in the Subject field. 
  3. In the To field, you can specify the name, login ID, email address, or corporate ID to search for a recipient. who has a profile in BMC Helix ITSM.
    For people who do not have a profile in BMC Helix ITSM, enter their email addresses. In the To field, press the ↓ key to see the suggestions for email recipients.
  4. In the compose window, enter the email details.
  5. Click Attach file to attach files to the email.
  6. Click Send.
    The email is sent and the activity area displays the details of the email sent.

Track emails in the Activity feed and the Updates feed

The Activity feed and Updates feed help you get details about emails sent from a ticket. When the system successfully delivers the email, BMC Helix ITSM 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 BMC Helix ITSM, when you click the recipient's name, an email window with the email address of the person populated in the To field is displayed.


Track 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 RKM:SHR_RKM_Document_Email_Status form in BMC Helix 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:

Error Log form.PNG

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

  • 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 ITor BMC Helix 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.

Updating filters while updating out-of-the-box email template

If you copy and rename an out-of-the-box template, you need to update the run-if qualification of the filters for the new template name, so that the Source ID gets associated correctly for the new template. For example, if you rename ITSM_Generic_Template and it has a run-if qualification ('EmailTemplateName' = "ITSM_Generic_Template"), you need to update the following filters:

  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetIncidentType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetProblemType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetReleaseApprovalType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetChangeApprovalType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetActivityType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetReleaseType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetKnownErrorType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetWorkOrderType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetChangeType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetRequestType
  • NTE:NTS:Email_SystemNT_with_EmailTemplateSetTaskType



Instructions for classic interfaces

View instructions for classic Smart IT

To send an email message

  1. Open the change request.
  2. (UC) Click Share Share icon.jpg.
    Change request ID and the ticket title automatically populated in the Subject field. 
  3. In the To field, specify the name, login ID, email address, or corporate ID to search for a recipient. who has a profile in BMC Helix ITSM: Smart IT.
    For people who do not have a profile in BMC Helix ITSM: Smart IT, enter their email addresses. In the To field, press the ↓ key to see the suggestions for email recipients.
  4. In the compose window, enter the email details.
  5. Click Attach file to attach files to the email.
  6. Click Send.
    The email is sent and the activity area displays the details of the email sent.
View instructions for Mid Tier

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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