Sending email messages

To compose emails

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.

To send an email with attachment and with a link to a knowledge article from a ticket

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. 

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

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

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

• Knowledge articles are sent as PDFs. However, files attached to the knowledge articles 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 in the Updates feed of those following the incident. You can click the link to view the complete article in a separate window.
• The RKM:SHR_RKM_Document_Email_Status form in mid-tier screens of BMC Helix ITSM shows the status of the sent email that has an article attached to it, and maintains the email failure logs.
• The content of the article could be in any language that BMC Helix ITSM 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 attachments is an asynchronous process, and hence might take some time to deliver to the recipient.

To send an email message about an incident

You can send email messages about an incident to any valid email address on any device that can receive email.

1. Open the incident request or problem investigation record.
2. In the Navigation pane, choose Functions > Email System.
3. Indicate the recipient by selecting one of the following options:
   • Current Contact—If Incident Management assigned a current contact to the record when you open the Email System form, the contact's name and contact information appear in the table and is the default recipient.
   • Current Assignee—To select the current assignee, click Select Current Assignee. The current assignee's name and contact information appear in the table.
4. To select another recipient, perform the following steps:
   1. Complete the fields in the People Search Criteria area.
   2. Click Search.
   3. From the search results, select the recipient's name.
      If you need help determining the correct name in the list, you can see more information about an individual by selecting their name from the list, and then clicking View. This opens the People form, which contains detailed information about the recipient.
5. Complete the email information fields:
   • Internet Email—This displays the recipient's email address. When you select the email recipient, as described in steps 3 and 4, the Internet email address updates from the People record.
   • Email Subject Line—By default, the subject line contains the incident ID number, to which you can append text or type over.
   • Email Message Body—Enter the message text here. By using the series of buttons to the right of the Email Message Body field, you can also automatically insert text from the record into the message text. You can insert the following values:
     • Status
     • Summary
     • Details

     • Resolution

       If one or more of these buttons are dimmed, it means the corresponding field in the record contains no information.

   • Email Attachment — You can attach a file to the email message (BMC Helix ITSM: Service Desk limits you to one attachment). To do this, right-click inside the Email Attachment table and click Add, and add the file.
6. Click Send Email Now.

To send an email from a task

You can send an email from the task. You can do this, for example, to request more information about the task, or to request a clarification or assistance from another help desk agent. You can also send a note to the originator of the task to let that person know the task is complete, and to ask the originator to verify the work.

1. On the Task form, click Email System.
2. To indicate the recipient, perform any of the following actions:
   • Select one of the following options:
     • Select Current Customer—Places the email address of the customer associated with the task in the Internet Email address field. If the button is not available, no customer is associated with the task.
     • Select Current Assignee—Places the email address of the current task assignee in the Internet Email address field. If the button is not available, no assignee is associated with the task.
   • To select another recipient, perform the following steps:
     1. Complete the fields in the People Search Criteria area. Provide as much information as you can.
     2. Click Search.
     3. When the search finishes, click the recipient's name in the search results table to place their email address in the Internet Email field.
        If you need help determining the correct name in the list, you can see more information about an individual by selecting their name from the list, and then clicking View to opens the People form.
   • If you know it, type the email address of the recipient directly in the Internet Email field.

3. Complete the rest of the information fields on the Email System form. 

   Field	Description
   Email Subject Line	By default, the subject line contains the task ID number. You can append the text or type over it.
   Email Message Body	You type the message text here. By using the following buttons to the right of the field, you can insert text from the record into the message text: Status Summary Details  Resolution If any of these buttons is not active, it means that the corresponding field in the Task form contains no information.
   Email Attachment	You can attach a file to the email message (Service Desk limits you to one attachment). To attach a file, right-click inside the Email Attachment table, and click Add. In the Add Attachment dialog box, browse to and select the file that you want to attach. Click Open. Details of the attached file appear in the table.

4. Click Send Email Now.