Sending a knowledge article by e-mail

To send a knowledge article by e-mail

1. Open a knowledge article.
2. Click Email.
3. Use any of the following methods to define the e-mail message recipient:

   • Fill in at least one field in the People Search Criteria section and click Search. When the search finishes, select the recipient's name in the search results table.

     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 clicking View. Doing this opens the People form, which contains detailed information about the recipient.

   • Click Select Current Assignee. The current assignee's name with contact information appears in the table.

4. To add multiple recipients, separate the names with a semicolon (;) character. Do not insert a space between the names and the semicolon

   You can continue to scroll down the search result list to find additional e-mail addresses for insertion, or perform a new search. However, selecting a search result replaces the current email addresses with the selection.

5. Complete the e-mail information fields, as follows:
   • Internet E-mail — Displays the recipient's e-mail address. When you select the email recipient, as described in step 3, the Internet email address updates from the people record.
   • Email Subject Line — Displays the Knowledge Article ID number by default. You can change the content of the subject line.
   • Email Message Body — Contains the URL of the article. You can also type a message text here, or use the series of buttons to the right of the Email Message Bodyfield to automatically insert text from the article into the message text, as follows:
     • Status — Adds the English value of the article status string.
     • Summary — Adds the article title.

     • Details — Adds the Company, Organization, Department, and all Categorizationdata.

       If one or more buttons are disabled, the corresponding field in the article contains no information. The Resolution button is disabled for all articles; it is designated for future releases.

6. (optional) Attach a single file to the email message, as follows:
   1. Right-click inside the Email Attachment table.
   2. Click Add.
   3. In the Add Attachment dialog box, browse to and select the file that you want to attach.
7. Click Send Email Now.